Manager, Application Support (Internal Tools)

About the Internal Tools Team

The Internal Tools team is made up of 3 groups -- IT Infrastructure & Operations, Business Applications, and Technical Program Management. Together, we deliver trusted, scalable, secure services and infrastructure to empower Thumbtack employees with the tools they need to get work done. We partner with the business and own our platform of internal tools throughout their lifecycle -- intake, prioritization, buy/build, implementation, support, and retirement.

Challenge

We’re looking for a thoughtful, hands-on leader to take the reins of our Application Support team, guiding the charter, setting the roadmap, and partnering across the business to make sure Thumbtack employees have the tools and support they need to do their best work.

In this highly cross-functional role, you’ll work with folks across Engineering, Technical Program Management, Business Applications, Security, and IT to build and support the internal systems our team depends on every day. That includes tools like Salesforce and our Contact Center platforms, plus cloud-hosted services and identity/access systems that keep everything running smoothly and securely. This role is a great fit for someone who thrives in the messy middle. Someone who’s just as comfortable rolling up their sleeves on strategy decisions as they are coaching and growing a high-performing team. You know how to build strong relationships, communicate clearly across technical and non-technical audiences, and you care deeply about delivering high-quality support that actually makes people's lives easier.

What you'll do

• Run point on internal tools support: Lead the charge when something breaks or goes sideways in tools like Salesforce, our Contact Center platforms, or other key internal systems. You’ll manage the ticket queue, dig into root causes, and make sure issues get resolved quickly and within service levels - sometimes by getting involved and jumping in yourself.
• Make support more scalable and less reactive: Build and refine processes so we’re not just putting out fires. You’ll help us spot patterns, prevent repeat issues, and create smoother handoffs between teams like IT and Business Applications.
• Manage and grow a small-but-mighty team: Lead a team of application support analysts by giving them clear direction, helping them develop their skills, and creating a team culture that’s focused, calm under pressure, and genuinely collaborative.
• Help set the direction for support at Thumbtack: Partner with senior leaders to define what “great” looks like for application support, and build a roadmap that moves us from reactive to proactive, aligned with where the business is heading.
• Be a connector across technical and non-technical teams: You’ll work closely with stakeholders across the company translating business needs into system improvements, helping other teams understand technical tradeoffs, and making sure we’re building the right tools for how people actually work.
• Own and deliver internal projects: From helping to onboard new software to migrating systems or improving how we handle access/authentication, you’ll scope, plan, and lead internal projects that drive real impact.
• Continuously look for ways to improve: Whether it’s the way we triage incidents, track performance, or communicate with stakeholders, you’ll be on the lookout for ways to make the team stronger, faster, and more resilient.
  

In order to be successful, you must bring

• Experienced in Application Support: 5+ years supporting business applications in a distributed, enterprise IT environment, with hands-on experience in incident resolution, ticketing systems (Jira Service Management preferred), and system troubleshooting.
• Strong Technical Acumen: Solid understanding of systems like Salesforce and telephony platforms (Genesys preferred), plus a knack for analytical thinking and solving complex problems.
• Skilled Communicator & Collaborator: You know how to navigate across stakeholders (from end-users to engineers) and can clearly translate technical requirements into plain language. Bonus if you’re great at documenting solutions and training others.
• Customer-First Mindset: You approach application support like a service: responsive, thoughtful, and focused on making the experience better for the end user.
• Proactive Leader & Team Builder: Strong coaching and mentoring skills, with a team-oriented mentality. You lift others up and create a calm, focused environment even when things are moving fast.
• Adaptable and Growth-Oriented: Open to feedback, quick to learn new systems, and energized by change. Bonus if you’ve worked in Agile/ITIL environments or have formal project management experience.
• Driven & Reliable: Self-motivated and detail-oriented. You take ownership, follow through, and care about delivering high-quality work that has real impact.

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