Technical Support Team Lead – Time & Attendance

IRIS Software Group

. Lead the Technical and Scripting Support Team day to day, coordinating workloads, priorities and technical direction .

Posted 11/5/2026full-timeRemote • United StatesSenior💰 $70,000 - $80,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading technical support teams, with a strong focus on customer service, troubleshooting, and scripting within time and attendance technology. Proficient in Salesforce Service Cloud and capable of managing complex escalations while ensuring service level agreements are met.

Highest-signal resume keywords

Technical Support LeadershipSalesforce Service CloudScripting ExperienceAnalytical Troubleshooting SkillsTime and Attendance Technology

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Scripting LanguageC#APIsSoftware IntegrationsNetworkingTimekeeping ProcessesAttendance ManagementPayroll IntegrationCustomer ServiceTechnical Support

Soft Skills

Clear CommunicationMentoringProblem SolvingPrioritizationTeam Coordination

Tools & Technologies

Salesforce CRMSalesforce ReportsSwipeclock ProductsSaaS PlatformsTime-Clock Hardware

Industry Keywords

Workforce ManagementService Level AgreementsCase Quality ImprovementEscalation ManagementOn-Call Rotation

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Lead the Technical and Scripting Support Team day to day, coordinating workloads, priorities and technical direction
Coach analysts through feedback, case reviews and hands-on problem solving
Act as the first point of contact for complex customer escalations
Help ensure the team meets agreed service levels (SLAs)
Scope, prioritise, test and deliver custom scripting requests
Write and review 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
Lead bug triage and work with Development to progress software defects
Partner with Product, Development, Customer Success and Professional Services
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
Participate in the team’s holiday and weekend on-call rotation

Requirements

What you’ll need

Experience in time and attendance or time and labour technology is essential
At least 2 years’ experience in customer service or technical support
Experience leading, mentoring or providing senior-level guidance within a technical support environment
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
Clear written and verbal communication skills
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
Knowledge of C#, APIs, automation, software integrations, networking or clock hardware would be valuable
Experience with SaaS platforms, scheduling, leave/accrual tracking or payroll integrations would be beneficial
Familiarity with Swipeclock products or another Workforce Management platform would be an advantage
Ability to participate in the team’s holiday and weekend on-call rotation

Benefits

Comp & perks

7% bonus
Continuous learning and career development opportunities
Great Place to Work® certified employer
Well-being, inclusion and development support
Adjustments or accommodations during the application process