Software Support Team Lead - Workforce Management

The posting, as IRIS wrote it

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.

Experience 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.

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.

Working Location & Hours

We're ideally looking for candidates based in the Central or Mountain time zones, although Eastern and Pacific time zones can also be considered.

Our working hours are

• Eastern: 11am–8pm
• Central: 10am–7pm
• Mountain: 9am–6pm
• Pacific: 8am–5pm

🧾 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 po

[…]
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.