> Markdown version of [/jobs/ext/1472300-lead-technical-support-ops](https://www.wearedevelopers.com/jobs/ext/1472300-lead-technical-support-ops). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Lead Technical Support Ops - **Company:** Paylocity - **Location:** United States (Remote available) - **Experience:** Expert - **Salary:** $65,000.0 - $75,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Excel, Relational Databases, Microsoft Office, Software Systems, Data Import/Export - **Published:** July 28, 2026 - **Apply:** https://2000recruiting.paylocity.com/Recruiting/jobs/Apply/46546 ## About the Role * Minimum of two years' experience with payroll and Human Capital Management (HCM) systems * Bachelor's Degree preferred * Experience with wage garnishments and related compliance processes strongly preferred * Prior leadership or supervisory experience preferred * Proficient in Microsoft Excel, including data import and table formatting * Skilled in Microsoft Office applications, with the ability to perform basic technical troubleshooting and navigate multiple software systems and inquiries simultaneously, including working with relational databases Physical requirements * Ability to sit for extended periods: The role requires sitting at a desk or workstation for long periods, typically 7-8 hours a day. * Use of computer and phone systems: The employee must be able to operate a computer, use phone systems, and type. This includes using multiple software programs and inquiries simultaneously ## Description The Team Lead, Technical Support provides leadership, coaching, training and mentoring to Specialists to ensure all critical aspects of client issues are met and resolved appropriately. Act as a mentor to the Specialists on areas of success and identify improvement opportunities. The Team Lead is instrumental in assisting the Manager, Technical Support through feedback on staff performance, escalated client issues, actions to be taken to improve department and maintain service success. Team Lead must be able to identify and effectively communicate areas of training improvements and common performance deficits as well as offer praise and positive encouragement., The below represents the primary duties of the position, others may be assigned as needed. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. * Supervise the operations and work of their assigned team on a day-to-day basis. * Facilitate coaching, training and mentoring of Specialists to ensure high levels of customer service through motivation and development. * Facilitate individuals or team update communications through regularly occurring meetings, 1:1s and team huddles. * As the subject matter expert, act as first level client escalation resource to support Specialists through complex problems. * Coordinate with the Manager, Technical Support to ensure all client issues are addressed in a timely manner and handled appropriately. * Manage and resolve escalated issues as identified by Customer Service department. * Analyze and interpret reports to identify areas of improvement and training opportunities. * Demonstrate thorough understanding of Paylocity's service standards, policies and procedures and ability to respond to telephone inquiries and complaints in a prompt, accurate and courteous manner. * Collaborate with Manager on best practices and opportunities to improve team's performance and the performance between departments. * Work in conjunction with L&D and Product and Tech department to identify and coordinate training for new product features and process changes. * Assist Manager, Technical Support as required with employee relation concerns related to job performance and professional conduct. ## Related Videos - [What if your HR software adapted to you, not the other way around?](https://www.wearedevelopers.com/videos/100259-what-if-your-hr-software-adapted-to-you-not-the-other-way-around) - [Rethinking Intelligence: AI, Accessibility, and the Future of Inclusive Work - Artur Ortega](https://www.wearedevelopers.com/videos/1377-rethinking-intelligence-ai-accessibility-and-the-future-of-inclusive-work-artur-ortega) - [In-depth .NET Azure Functions: Isolated mode, performance and durable AI agents](https://www.wearedevelopers.com/videos/100207-in-depth-net-azure-functions-isolated-mode-performance-and-durable-ai-agents) - [Attract and Retain Talent: Strategies that Work](https://www.wearedevelopers.com/videos/1479-attract-and-retain-talent-strategies-that-work) - [Building Systems that Last](https://www.wearedevelopers.com/videos/1389-building-systems-that-last) - [From Syntax to Singularity: AI’s Impact on Developer Roles](https://www.wearedevelopers.com/videos/900-from-syntax-to-singularity-ai-s-impact-on-developer-roles) ## Related Articles - [Best Paying Remote Jobs](https://www.wearedevelopers.com/magazine/255-best-paying-remote-jobs) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk)