{"id":3615891,"url":"https://alion.io/job/iris-software-group-software-support-team-lead","title":"Software Support Team Lead","company":{"id":51452,"name":"IRIS Software Group","domain":"iris.co.uk","url":"https://alion.io/company/iris-software-group","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":79,"open_postings":7,"ghost_share":0,"stale_share":0.857,"repost_share":0,"time_to_fill_p50_days":27,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Leadership","role_family":"Leadership","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":70000,"max":80000,"currency":"USD","period":"year","gross":null,"usd_annual":80000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"C#","optional":false}],"status":"live","first_seen_at":"2026-11-02T13:01:06Z","employer_posted_date":"2026-11-02","last_verified_at":"2026-11-03T16:07:39Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"About IRIS\nIRIS Software Group is one of the UK's largest privately held software companies, trusted by 100,000+ businesses, schools and accountancy firms to keep their operations running. Our software pays 1 in 6 UK employees, supports over 12,000 schools, and is relied on by 91 of the top 100 UK accountancy firms.\nWe're a Great Place to Work® certified employer, recognised for our commitment to well-being, inclusion and development - and we're growing fast.\nAt IRIS, we build software that helps organisations manage the people processes they rely on every day. Within our Workforce Management business, Swipeclock provides technology that helps employers and their partners manage areas including timekeeping, scheduling, attendance and workforce operations.\nWe’re looking for a Technical & Scripting Support Team Lead who can combine people leadership with genuinely hands-on technical problem solving.\nExperience 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.\nYou’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, and helping customers and partners get the best from our solutions.\nWorking Location & Hours\nWe're ideally looking for candidates based in the Central or Mountain time zones, although Eastern and Pacific time zones can also be considered.\nOur working hours are:\nEastern: 11am-8pm\n\nCentral: 10am-7pm\n\nMountain: 9am-6pm\n\nPacific: 8am-5pm\n\nWhy This Role Matters\nThis is much more than a traditional support leadership role.\nYou’ll be the first point of escalation when the team encounters particularly complex or high-impact issues and will help turn customer requirements into practical technical solutions. You’ll also coach analysts, improve the quality of support cases, and work closely with our Development, Product, Customer Success and Professional Services teams.\nYour influence will stretch from an individual customer issue through to improvements in our products and support operation.\nAbout the Team You'll Join\nYou’ll lead specialists supporting Swipeclock, our Workforce Management technology business. The product portfolio includes WorkforceHub, TimeWorksPlus, ApplicantStack and TimeSimplicity, covering areas such as workforce management, time and attendance, recruitment and scheduling.\nYou’ll work with both customers and Channel Partners, external businesses that provide Swipeclock solutions and services to their own customers.\nWhat You'll Be Doing\nLead the team day to day, coordinating workloads, priorities and technical direction while coaching analysts through feedback, case reviews and hands-on problem solving.\n\nAct as the first point of contact for complex customer escalations and help ensure the team meets agreed service levels (SLAs), the standards used to measure how quickly and effectively support is delivered.\n\nScope, prioritise, test and deliver custom scripting requests, including writing and reviewing code using Swipeclock’s proprietary scripting language.\n\nTroubleshoot complex issues across software, time-clock hardware, APIs, networking and third-party integrations.\n\nImprove case quality within Salesforce Service Cloud, ensuring problems, investigation steps, solutions and follow-up actions are clearly documented.\n\nLead bug triage, the process of investigating, documenting and prioritising potential software defects before working with Development to progress them.\n\nPartner with Product, Development, Customer Success and Professional Services to tackle recurring issues and improve customer outcomes.\n\nUse Salesforce reports and dashboards to provide visibility of service levels, case backlog, escalations, quality and customer outcomes.\n\nBuild reusable knowledge, documentation and working practices that strengthen technical capability across the team.\n\nParticipate in the team’s holiday and weekend on-call rotation.\n\nWhat We’re Looking For\nYou’ll bring:\nExperience in time and attendance or time and labour technology is essential, whether gained within a software company, workforce management provider or a business such as ADP.\n\nAt least 2 years’ experience in customer service or technical support, with the ability to investigate and resolve technical issues.\n\nExperience leading, mentoring or providing senior-level guidance within a technical support environment.\n\nAn understanding of how timekeeping, attendance and labour management processes affect payroll. In-depth payroll or HR expertise is not required.\n\nWorking knowledge of Salesforce CRM or Salesforce Service Cloud.\n\nStrong analytical and troubleshooting skills, with the confidence to work through complex technical and customer problems.\n\nClear written and verbal communication skills and the ability to work effectively with customers, partners and technical colleagues.\n\nThe ability to balance competing priorities while remaining hands-on.\n\nTwo years of college-level study in Computer Science, IT or a related discipline, or equivalent education and experience.\n\nProgramming 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.\nYou don’t need previous Swipeclock experience. Familiarity with Swipeclock products or another Workforce Management platform would be an advantage.\nWhy Join Us?\nThis is an opportunity to build your leadership experience without stepping away from the technical work you enjoy.\nYou’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.\nWhat Can You Expect From Our Application Process?\nWe like to keep things simple, transparent and fair. The approved external process comprises an online application, two assessments where required, an informal Talent Acquisition conversation, a first-stage interview and, where applicable, a final-stage interview.\n1⃣ Apply Online\nUpload your CV and tell us what interests you about the opportunity and why you think you’d be a good fit.\n2⃣ Initial Conversation (plus Online Assessments)\nUnless you’ve completed them within the last 12 months, you’ll complete two online assessments before an informal conversation with one of our Talent Acquisition Partners:\nCCAT: a 15-minute timed assessment. We recommend finding a quiet space and having pen and paper available.\n\nEPP: an untimed assessment that you can complete at your own pace.\n\n3⃣ 1st Stage Interview\nYou’ll meet with the hiring team to explore your leadership approach, technical support experience, customer focus and how you tackle complex problems.\n4⃣ Final Stage Interview (if applicable)\nIf applicable, a final conversation will give you and the team the chance to explore the opportunity in more depth.\nIf you enjoy developing people, solving complex technical challenges and turning customer needs into practical solutions, we’d love to hear from you.\nWhy You’ll Love Working Here\nImpact: Your work will influence millions globally.\n\nGrowth: Continuous learning and career development opportunities.\n\nBelonging: A culture that celebrates diversity and empowers every individual.\n\nReady to Apply?\nClick Apply - we’re excited to learn about your unique perspective and experience. If you need adjustments during the process, let us know. We’re committed to making this opportunity accessible to everyone.\nWhat to expect from our hiring process\nOur process is designed to be fair, transparent and straightforward. Stages vary depending on the role - more senior positions may involve additional steps, and some areas include role-specific assessments such as a technical test or case study - but typically you can expect:\nApplication review - we assess your experience and potential\n\nInitial call - a short conversation to learn about you and share more about the role\n\nSkills assessment - tailored to the position, e.g. case study, coding challenge or portfolio review\n\nFinal interview - meet the team and explore how you'll make an IMPACT at IRIS\n\nWe'll always walk you through the specific stages at the start of the process so you can prepare with confidence.\nIf you need any adjustments or accommodations during the process, let us know, we’re committed to making this experience accessible for everyone.","description_format":"text","description_chars":8705,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["EdTech Platforms","Payroll Services","HR & Payroll Software","Accounting & Tax Software"],"lifecycle":[{"event":"open","at":"2026-11-02T16:27:44Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":27,"reasons":["conf:3","velocity","win:early"],"computed_at":"2026-11-03T05:54:40Z"},"pay":{"stated_usd_annual":80000,"is_top_pay":false},"html_url":"https://alion.io/job/iris-software-group-software-support-team-lead","json_url":"https://alion.io/job/iris-software-group-software-support-team-lead.json","meta":{"generated_at":"2026-11-03T16:47:17Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":23274,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-04T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":51452},"rest":"https://alion.io/mcp/rest/get_company?id=51452"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Firis-software-group-software-support-team-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Firis-software-group-software-support-team-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Firis-software-group-software-support-team-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/iris-software-group-software-support-team-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Firis-software-group-software-support-team-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3615891}},{"tool":"search_jobs","arguments":{"company":"iris.co.uk","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3615891},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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