{"id":2858553,"url":"https://alion.io/job/iris-software-group-technical-support-team-lead","title":"Technical 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":"A","score":100,"open_postings":3,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":27,"computed_at":"2026-10-22T06:10:10Z"}},"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":null,"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":true}],"status":"live","first_seen_at":"2026-10-19T13:15:47Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-10-22T09:05:00Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"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.\nAbout the Role\nWe are seeking a hands-on Team Lead to guide the Swipeclock Technical and Scripting Support Team. This role combines day-to-day team leadership with advanced technical support, custom scripting, customer advocacy, and cross-functional problem solving.\nYou will serve as the first point of contact for escalations while remaining actively engaged in assessing customer needs, troubleshooting software, hardware, and third-party integrations, and developing custom solutions using Swipeclock's proprietary scripting language. You will also coordinate bug triage, strengthen case quality, and help clients and partners use our applications effectively.\nThis opportunity is well suited for a technical support professional who enjoys coaching others, writing and reviewing code, solving complex timekeeping challenges, and translating business needs into practical customer solutions.\nWhat You'll Do\nLeadership & Team Development\nProvide day-to-day leadership, workload coordination, and technical direction for the Technical and Scripting Support Team.\n\nCoach and mentor analysts through regular feedback, case reviews, knowledge sharing, and hands-on problem solving.\n\nFoster accountability, collaboration, continuous learning, and a strong customer focus.\n\nBalance queue priorities, monitor service levels, improve workflows, and ensure team alignment with company SLA metrics.\n\nCustomer & Partner Support\nSupport Channel Partners and clients through Salesforce Service Cloud by assessing needs, scoping requests, and guiding effective use of Swipeclock applications.\n\nServe as the first point of contact for customer escalations and high-impact support situations.\n\nCommunicate complex issues and resolutions clearly by phone and email, including service issues, defects, enhancement requests, workarounds, and remediation plans.\n\nMake informed recommendations related to software, clock hardware, documentation, and solution design.\n\nPartner with Customer Success and Account teams to address customer risk and support retention.\n\nScripting & Technical Solutions\nLead scripting request intake, scoping, prioritization, testing, validation, delivery, and customer communication.\n\nWrite and review custom scripts using Swipeclock's proprietary language to tailor solutions to customer needs.\n\nApply programming and software-development concepts to analyze requirements, identify appropriate approaches, and collaborate effectively with technical teams.\n\nTroubleshoot issues involving Swipeclock software, clock hardware, APIs, networking concepts, and third-party integrations.\n\nHelp establish consistent scripting documentation, testing practices, and implementation standards.\n\nCase Management, Knowledge & Escalation\nAnalyze and resolve support cases in Salesforce Service Cloud and maintain complete, accurate case documentation in accordance with department workflows.\n\nClearly identify the reported problem, troubleshooting performed, root cause when known, solution, and required follow-up.\n\nPerform advanced analysis and troubleshooting before escalating issues to Development.\n\nContribute new ideas and reusable content to the knowledge base, internal documentation, and analyst training materials.\n\nParticipate in the holiday and weekend on-call rotation.\n\nBug Triage & Cross-Functional Collaboration\nLead bug triage and represent Support in cross-functional reviews.\n\nPartner with Development to investigate, document, prioritize, and progress software defects.\n\nCollaborate with Product Management on enhancement requests, recurring issues, and customer-impact feedback.\n\nWork with Customer Success and Professional Services to coordinate ownership, status communication, and customer outcomes.\n\nSupport root-cause analysis and use recurring issue patterns to improve product quality and support readiness.\n\nReporting & Operational Improvement\nUse Salesforce CRM as the system of record for customer issues and support activity.\n\nDevelop and maintain reports, dashboards, and operational metrics for queue health, escalations, service levels, backlog, case quality, and customer outcomes.\n\nIdentify trends and present actionable observations to support leadership and cross-functional partners.\n\nPromote consistent case-management, documentation, and workflow standards across the team.\n\nWhat We're Looking For\nRequired Qualifications\nExperience supporting customers in a technical support, SaaS, Time & Attendance, Payroll, HRIS, or related software environment.\n\nPrevious experience providing team leadership, mentoring, senior-level case support, or comparable operational guidance within a technical support organization.\n\nAt least 2 years of customer service or technical support experience.\n\nWorking knowledge of Salesforce CRM or Salesforce Service Cloud, including case management and documentation.\n\nStrong analytical, troubleshooting, written communication, and verbal communication skills.\n\nAbility to interact with partners, clients, and internal teams in a clear, professional, and productive manner.\n\nAbility to manage competing priorities and remain hands-on in a fast-paced, customer-focused environment.\n\nCompletion of two years of college-level coursework in computer science, information technology, or a related field, or an equivalent combination of education and experience.\n\nPreferred Qualifications\nExperience supporting Swipeclock, (WorkforceHub, TimeWorksPlus, ApplicantStack, TimeSimplicity) or similar Workforce Management platforms.\n\nAt least 1 year of programming or scripting experience, with the ability to read, write, test, and troubleshoot code.\n\nKnowledge of timekeeping, scheduling, labor tracking, attendance management, leave and accrual tracking, and payroll integrations.\n\nExperience with custom scripting, APIs, automation, and third-party application integrations.\n\nFamiliarity with C# or comparable programming concepts, along with experience using a proprietary scripting language.\n\nBasic knowledge of networking concepts and clock hardware support.\n\nExperience with software defect management, bug triage, root-cause analysis, and release lifecycle processes.\n\nExperience creating Salesforce reports or dashboards and using operational data to improve support performance.\n\nAbility to translate customer business requirements into clearly scoped technical solutions.\n\nSuccess in This Role Looks Like\nThe team receives consistent leadership, coaching, technical guidance, and workload support.\n\nCustomers and partners receive clear communication, accurate solutions, and effective escalation support.\n\nScripting requests are properly scoped, prioritized, tested, documented, and delivered with clear expectations.\n\nSupport cases reflect complete troubleshooting, accurate documentation, and appropriate escalation readiness.\n\nProduct defects are effectively triaged and progressed through Development channels.\n\nKnowledge and technical capability expand across the support team through coaching and reusable documentation.\n\nSalesforce reporting provides useful visibility into service levels, backlog, escalations, case quality, and customer outcomes.\n\nCross-functional partnerships improve customer outcomes, product quality, and support operations.\n\nWhy Join Us?\nThis role offers a unique opportunity to combine people leadership with hands-on technical work. You will directly influence customer success, scripting quality, support operations, and product improvement while helping develop a highly capable technical support team.\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":9323,"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":"2026-10-19T15:39:25Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":27,"reasons":["conf:0","velocity","win:early"],"computed_at":"2026-10-22T06:10:10Z"},"pay":{"stated_usd_annual":80000,"is_top_pay":false},"html_url":"https://alion.io/job/iris-software-group-technical-support-team-lead","json_url":"https://alion.io/job/iris-software-group-technical-support-team-lead.json","meta":{"generated_at":"2026-10-22T12:33:20Z","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":11077,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-23T00:00:00Z"}},"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-technical-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-technical-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-technical-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-technical-support-team-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Firis-software-group-technical-support-team-lead"}]}