Workforce Management Team Lead

IRIS Software Group

. Lead the Technical and Scripting Support Team day to day .

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 competing priorities 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 CommunicationMentoringCoachingPrioritizationProblem-Solving

Tools & Technologies

Salesforce CRMSalesforce ReportsSwipeclock ProductsSaaS PlatformsTime-Clock Hardware

Industry Keywords

Workforce ManagementService Level AgreementsCustom Scripting RequestsBug TriageOn-Call Rotation

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Lead the Technical and Scripting Support Team day to day
Coordinate workloads, priorities and technical direction while coaching analysts
Act as first point of contact for complex customer escalations
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 issues across software, time-clock hardware, APIs, networking and third-party integrations
Improve case quality in Salesforce Service Cloud
Lead bug triage and work with Development on software defects
Partner with Product, Development, Customer Success and Professional Services
Use Salesforce reports and dashboards to monitor service levels, backlog, escalations, quality and customer outcomes
Build reusable knowledge, documentation and working practices
Participate in 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 in 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 valuable
Knowledge of C#, APIs, automation, software integrations, networking or clock hardware valuable
Experience with SaaS platforms, scheduling, leave/accrual tracking or payroll integrations beneficial
Familiarity with Swipeclock products or another Workforce Management platform advantageous
Ability to work the stated time-zone hours
Participation in holiday and weekend on-call rotation

Benefits

Comp & perks

7% bonus
Continuous learning and career development opportunities
Well-being, inclusion and development support
Diversity and inclusion culture
Accessible application process and adjustments/accommodations
Global impact opportunities