Manager Payroll Tax Platform Support jobs in United States
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OneSource Virtual · 3 months ago

Manager Payroll Tax Platform Support

positionUnited States
timeFull-time
remoteRemote
seniorityMid, Senior Level, Lead/Staff
date8+ years exp

OneSource Virtual (OSV) is a leading provider of Business-Process-as-a-Service solutions for Workday. The Manager Payroll Tax Platform Support is responsible for overseeing a team of Technical Support Specialists, ensuring effective communication, staff development, and high-quality service delivery for payroll tax platforms.

Enterprise SoftwareHuman ResourcesInformation TechnologyOutsourcing
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H1B Sponsor Likelynote

Responsibilities

Execute comprehensive communication plans for support operations, coordinating with development, compliance, customer success, and executive teams to ensure aligned service delivery
Demonstrate ability to recognize and hire talent that strengthens the support organization, identifying candidates with strong technical troubleshooting skills and customer service orientation
Use both objective and subjective measurements to guide staff ratings and development plans, ensuring team members receive appropriate feedback and career growth opportunities
Create appropriate staff level development goals that align with individual capabilities and support team objectives while fostering technical skill advancement
Handle critical conversations with staff regarding performance, escalations, customer feedback, and professional development in a constructive and supportive manner
Effectively mentor and improve technical and customer service skills appropriate to each team member's level, ensuring continuous development in troubleshooting and platform expertise
Set accurate time estimates for support activities assigned to the team, ensuring realistic planning for incident resolution and project support commitments
Maintain accountability for work product of the team, ensuring all support deliverables meet quality standards and customer satisfaction requirements
Delegate effectively, distributing support cases and projects based on individual strengths and development needs while maintaining oversight and guidance
Maintain team's effectiveness, quality, and morale during high-pressure periods, platform outages, and organizational changes affecting support operations
Oversee comprehensive job monitoring and system health surveillance for payroll tax platforms, ensuring proactive identification of performance issues and potential service disruptions
Manage incident triage processes to ensure proper prioritization, escalation, and resolution of platform issues while maintaining customer communication and expectation management
Coordinate ad-hoc analysis and investigation of platform anomalies, performance issues, and customer-reported problems to identify root causes and prevent recurrence
Lead customer ticket support operations including assignment, tracking, resolution, and customer communication to ensure timely and satisfactory problem resolution
Implement AI tools and automation to enhance support efficiency, automate routine tasks, and improve incident detection and resolution capabilities
Ensure established standards and best practices are consistently used across all support activities, incident management, and customer interactions
Communicate successes of individuals and the team effectively to senior leadership, highlighting support achievements and customer satisfaction improvements
Provide innovation and process improvement guidance to enhance support methodologies, reduce resolution times, and improve overall platform reliability

Qualification

Technical support experienceApplication support experienceManagement experiencePayroll tax platforms knowledgeDatabase systems understandingMonitoring tools proficiencyITIL certificationScripting skillsCloud platform experienceCustomer service orientationCoaching abilitiesLeadership development training

Required

Bachelor's degree in Computer Science, Information Technology, or related technical field
8+ years of technical support experience with focus on enterprise applications, preferably in payroll, tax, or financial services environments
5+ years of application support experience including job monitoring, incident triage, troubleshooting, and customer ticket resolution
3+ years of management or team leadership experience with responsibility for staff development, performance management, and support operations
Strong understanding of database systems, particularly Microsoft SQL Server, including query optimization and performance troubleshooting
Experience with monitoring tools, log analysis platforms, and automated alerting systems for proactive issue identification
Proven track record of hiring and developing support talent with ability to assess technical skills, coach performance, and create development pathways
Basic understanding of payroll tax principles and compliance requirements sufficient to understand business context of platform issues

Preferred

ITIL certification or equivalent service management credentials demonstrating structured approach to support operations
Experience with payroll or tax software platforms with understanding of batch processing, regulatory reporting, and compliance validation
Advanced experience with application performance monitoring tools such as New Relic, AppDynamics, or similar platforms
Scripting and automation skills in PowerShell, Python, or similar languages for process improvement and efficiency gains
Experience with AI tools for support enhancement including automated ticket routing, intelligent alerting, and predictive maintenance capabilities
Cloud platform experience with AWS, Azure, or similar environments including monitoring and troubleshooting cloud-based applications
Customer service management experience with understanding of SLA management, customer communication, and satisfaction measurement
Leadership development training or certification with focus on team building, performance management, and coaching methodologies
Experience with ticketing systems and knowledge management platforms for efficient case management and information sharing
Budget management experience with understanding of support cost optimization and resource allocation strategies

Company

OneSource Virtual

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OneSource Virtual is a workday services partner in deployment, consulting, and BusinessProcess-as-a-Service (BPaaS) services.
dateFounded in 2008
location
Dallas, Texas, USA
people-size501-1000 employees
web-link
http://www.onesourcevirtual.com

H1B Sponsorship

OneSource Virtual has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (8)
2023 (10)
2022 (15)
2021 (11)
2020 (15)

Funding

Current Stage
Late Stage
Total Funding
$165M
Key Investors
TCVHalyard Capital
2022-11-01Acquired
2015-06-19Series B· $150M
2014-04-01Series Unknown

Leadership Team

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Brian Williams
Executive Chairman & Co-Founder
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Kelvin Gray
Chief Customer Officer
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Recent News

PE Hub
TA Associates backs HR tech firm OneSource Virtual
2026-01-09
TecHR
OneSource Virtual Announces Strategic, Majority Growth Investment from TA
2026-01-08
PR Newswire
Workday Expands Workday GO, the All-in-One "Workday for All" Solution, to Support Businesses of All Sizes
2025-11-19
Company data provided by crunchbase