Technical Support Team Lead

About IRIS

IRIS 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.

We're a Great Place to Work® certified employer, recognised for our commitment to well-being, inclusion and development - and we're growing fast.

At 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.

We’re looking for a Technical & Scripting Support Team Lead who can combine people leadership with genuinely hands-on technical problem solving.

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, and helping customers and partners get the best from our solutions.

🧾 Why This Role Matters

This is much more than a traditional support leadership role.

You’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.

Your influence will stretch from an individual customer issue through to improvements in our products and support operation.

👥 About the Team You'll Join

You’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.

You’ll work with both customers and Channel Partners , external businesses that provide Swipeclock solutions and services to their own customers.

📊 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) , the standards used to measure how quickly and effectively support is delivered.

• 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

You’ll bring:

• At least 2 years’ experience in customer service or technical support, ideally within SaaS, workforce management, time and attendance, payroll or HR technology.

• Experience leading, mentoring or providing senior-level guidance within a technical support environment.

• 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 timekeeping, scheduling, attendance, 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?

We 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.

1️⃣ Apply Online

Upload your CV and tell us what interests you about the opportunity and why you think you’d be a good fit.

2️⃣ Initial Conversation (plus Online Assessments)

Unless 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:

• CCAT : a 15-minute timed assessment. We recommend finding a quiet space and having pen and paper available.

• EPP : an untimed assessment that you can complete at your own pace.

3️⃣ 1st Stage Interview

You’ll meet with the hiring team to explore your leadership approach, technical support experience, customer focus and how you tackle complex problems.

4️⃣ Final Stage Interview (if applicable)

If applicable, a final conversation will give you and the team the chance to explore the opportunity in more depth.

If you enjoy developing people, solving complex technical challenges and turning customer needs into practical solutions, we’d love to hear from you.

Why You’ll Love Working Here

• Impact: Your work will influence millions globally.

• Growth: Continuous learning and career development opportunities.

• Belonging: A culture that celebrates diversity and empowers every individual.

Ready to Apply?

Click 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.

What to expect from our hiring process

Our 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:

• Application review — we assess your experience and potential

• Initial call — a short conversation to learn about you and share more about the role

• Skills assessment — tailored to the position, e.g. case study, coding challenge or portfolio review

• Final interview — meet the team and explore how you'll make an IMPACT at IRIS

We'll always walk you through the specific stages at the start of the process so you can prepare with confidence.

If you need any adjustments or accommodations during the process, let us know, we’re committed to making this experience accessible for everyone.