[Hiring] Workforce Management Team Lead @IRIS

Role Description

We’re looking for a Technical & Scripting Support Team Lead who can combine people leadership with genuinely hands-on technical problem solving. Experience in time and attendance technology is essential, but you don't necessarily need a SaaS background. We're equally interested in candidates from workforce management or payroll service providers who understand how time and labour processes impact payroll.

You’ll guide our Technical and Scripting Support Team while remaining close to the work:

• Troubleshooting complex customer issues
• Reviewing and writing scripts
• Coordinating software defect investigations
• Helping customers and partners get the best from our solutions

Working Location & Hours

We're ideally looking for candidates based in the Central or Mountain time zones , although Eastern and Pacific time zones can also be considered. Our working hours are:

• Eastern: 11am–8pm
• Central: 10am–7pm
• Mountain: 9am–6pm
• Pacific: 8am–5pm

What You'll Be Doing

• Lead the team day to day, coordinating workloads, priorities and technical direction while coaching analysts through feedback, case reviews and hands-on problem solving.
• Act as the first point of contact for complex customer escalations and help ensure the team meets agreed service levels (SLAs).
• Scope, prioritise, test and deliver custom scripting requests, including writing and reviewing code using Swipeclock’s proprietary scripting language.
• Troubleshoot complex issues across software, time-clock hardware, APIs, networking and third-party integrations.
• Improve case quality within Salesforce Service Cloud, ensuring problems, investigation steps, solutions and follow-up actions are clearly documented.
• Lead bug triage, the process of investigating, documenting and prioritising potential software defects before working with Development to progress them.
• Partner with Product, Development, Customer Success and Professional Services to tackle recurring issues and improve customer outcomes.
• Use Salesforce reports and dashboards to provide visibility of service levels, case backlog, escalations, quality and customer outcomes.
• Build reusable knowledge, documentation and working practices that strengthen technical capability across the team.
• Participate in the team’s holiday and weekend on-call rotation.

What We’re Looking For

• Experience in time and attendance or time and labour technology is essential.
• At least 2 years’ experience in customer service or technical support, with the ability to investigate and resolve technical issues.
• Experience leading, mentoring or providing senior-level guidance within a technical support environment.
• An understanding of how timekeeping, attendance and labour management processes affect payroll.
• Working knowledge of Salesforce CRM or Salesforce Service Cloud.
• Strong analytical and troubleshooting skills, with the confidence to work through complex technical and customer problems.
• Clear written and verbal communication skills and the ability to work effectively with customers, partners and technical colleagues.
• The ability to balance competing priorities while remaining hands-on.
• Two years of college-level study in Computer Science, IT or a related discipline, or equivalent education and experience.
• Programming or scripting experience would be particularly valuable, as would knowledge of C#, APIs, automation, software integrations, networking or clock hardware.
• Experience with SaaS platforms, scheduling, leave/accrual tracking or payroll integrations would also be beneficial.
• You don’t need previous Swipeclock experience. Familiarity with Swipeclock products or another Workforce Management platform would be an advantage.

Why Join Us?

• This is an opportunity to build your leadership experience without stepping away from the technical work you enjoy.
• You’ll have a direct impact on customers, develop the technical capability of your team, improve the quality of our support operation, and contribute insights that help make our products better.

What Can You Expect From Our Application Process?

• Apply Online: Upload your CV and tell us what interests you about the opportunity and why you think you’d be a good fit.
• Initial Conversation (plus Online Assessments): Complete two online assessments before an informal conversation with one of our Talent Acquisition Partners.
• 1st Stage Interview: Meet with the hiring team to explore your leadership approach, technical support experience, customer focus and how you tackle complex problems.
• Final Stage Interview (if applicable): A final conversation will give you and the team the chance to explore the opportunity in more depth.