Job Description
Team Lead, Identity Services & API Support
Paylocity is an equal opportunity employer.
Paylocity is a cloud-based software company that creates customized HR solutions for small to mid-sized organizations. Our workplace enhances communication and enables employees to connect, collaborate, and create from anywhere. Our award-winning culture ensures everyone has a voice and feels truly welcome. Join Paylocity as we shape the future of technology and the workplace!
We give our employees what they need to succeed, including great benefits and perks! We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances. And if it’s career development you desire, we provide that, too! At Paylocity, people matter most and have always been at the heart of our business.
Help our award-winning technology company run effectively as you take on big challenges and find solutions with a position in Operations.
Use your problem-solving skills to shape the way others see Paylocity. Launch your career with us!
Position Overview
We are seeking a highly motivated individual to join our team to provide day-to-day management for our team of Identity Services and API Support Analysts. This includes developing a call center telephony and case management system along with the metrics and accountability management systems to manage them. It will also include providing leadership, coaching, training, and mentoring to their team and to ensure all critical aspects of department issues are met and resolved appropriately.
The Team Lead will be instrumental in providing feedback on staff performance, client issues, and actions to be taken to improve the department and maintain success. The 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 promotion of a job well done.
Primary Responsibilities
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.
- Ongoing operation of a technical call center, ensuring the delivery of high-quality support services while meeting or exceeding agreed upon call center metrics.
- Development of call center processes necessary to support needed functions within agreed upon service level metrics.
- Development of management metrics, dashboards, and accountability metrics to ensure the team delivers needed services.
- Identification and development of documentation and a training plan and materials to onboard new hires to execute their functions.
- Supervising the work of their assigned group on a day-to-day basis which may include delegation of work assignments to various team members
- Provide training and assist with coaching and development of new and existing team members
- Facilitate business or team update communications through regularly occurring meetings
- Provide technical support and troubleshooting assistance for identity services, APIs, and related integrations.
- Serve as a primary point of contact for customers and internal teams regarding support queries.
- Own and manage customer escalations regarding team functions.
- Collaborate with cross-functional teams to resolve technical issues and ensure smooth operations.
- Gain and maintain necessary knowledge of identity services, single sign-on, SAML, and APIs.
- Consult and support on the design, implementation, and configuration of identity services and API solutions.
- Consult on the configuration of B2B API integrations between Paylocity and external ERP and other systems.
- Update technical documentation, user guides, and troubleshooting resources as needed.
Requirements:
- Bachelor’s degree or equivalent work experience supporting at least one of the following technologies listed is required: Identity management, SSO, SAML or API
- At least two years’ experience managing a support team in a call center environment.
- At least two years’ experience supporting at least one of the above technologies.
Soft Skills:
- Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
- Ability to work independently and collaboratively in a fast-paced environment.
Preferred Skills:
- Understanding of identity management concepts and protocols such as LDAP, OAuth, and OpenID Connect is a plus.
- Proficiency in troubleshooting and resolving technical issues related to identity services and API integrations is a plus.
- Knowledge of General Ledger payroll accounting, Payroll, HR, or ERP systems is considered a plus.
- Familiarity with programming concepts is a plus
- Knowledge of APIs
- Knowledge of the data interface functional space
- Basic Knowledge of FTP/SFTP
- Basic knowledge of SQL
- Basic knowledge of JSON data format
- Knowledge of EDI/XML file security preferred
- Relevant certifications (e.g., Certified Information Systems Security Professional (CISSP), SAML Certified Engineer) are a plus.