Thumbtack

1 year ago

Manager, Application Support (Internal Tools)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Lead Thumbtack’s Internal Tools Application Support team, owning incident response and ticket queues for systems like Salesforce and Contact Center platforms. Build scalable, less reactive support processes by identifying patterns and improving handoffs with IT and Business Applications. Coach a small team of analysts, set support direction with senior leaders, and deliver internal projects across onboarding, migrations, and access/authentication improvements.

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Product Management

Seniority: Manager level

Key Responsibilities

•Lead internal tools application support when tools break or go sideways, managing the ticket queue, investigating root causes, and ensuring timely resolution within service levels.
•Build and refine processes to reduce reactive support by spotting patterns, preventing repeat issues, and creating smoother handoffs between IT and Business Applications.
•Manage and grow a small team of application support analysts by providing clear direction and developing skills and team culture.
•Partner with senior leaders to define what great application support looks like and build a roadmap from reactive to proactive.
•Translate business needs into system improvements by connecting technical and non-technical stakeholders and scoping/leading internal projects (onboarding new software, migrations, and access/authentication improvements).

Key Requirements

•5+ years supporting business applications in a distributed, enterprise IT environment, including incident resolution and ticketing systems (Jira Service Management preferred).
•Strong technical acumen for application support, including systems like Salesforce and telephony platforms (Genesys preferred).
•Clear communication and stakeholder collaboration, translating technical requirements into plain language (with strong documentation and training).
•Customer-first approach to deliver responsive, thoughtful support focused on improving the end-user experience.
•Proactive leadership and team-building skills, with coaching/mentoring abilities and the ability to stay calm and collaborative under pressure.

Skills:CommunicationCollaborationCoachingMentoringAnalytical thinking

Tech Stack:SalesforceJira Service ManagementGenesysContact center platformsAgileITILCloud-hosted servicesIdentity/access systems

Company Brief

Thumbtack

Provides an online marketplace connecting local service professionals (home improvement, events, lessons, and more) with customers seeking quotes, reviews, and booking tools to hire vetted contractors and providers.

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: San Francisco, United States

Founded: 2008

Website LinkedIn

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Thumbtack

1 year ago

Manager, Application Support (Internal Tools)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Product Management

Seniority: Manager level

Key Responsibilities

•Lead internal tools application support when tools break or go sideways, managing the ticket queue, investigating root causes, and ensuring timely resolution within service levels.
•Build and refine processes to reduce reactive support by spotting patterns, preventing repeat issues, and creating smoother handoffs between IT and Business Applications.
•Manage and grow a small team of application support analysts by providing clear direction and developing skills and team culture.
•Partner with senior leaders to define what great application support looks like and build a roadmap from reactive to proactive.
•Translate business needs into system improvements by connecting technical and non-technical stakeholders and scoping/leading internal projects (onboarding new software, migrations, and access/authentication improvements).

Key Requirements

•5+ years supporting business applications in a distributed, enterprise IT environment, including incident resolution and ticketing systems (Jira Service Management preferred).
•Strong technical acumen for application support, including systems like Salesforce and telephony platforms (Genesys preferred).
•Clear communication and stakeholder collaboration, translating technical requirements into plain language (with strong documentation and training).
•Customer-first approach to deliver responsive, thoughtful support focused on improving the end-user experience.
•Proactive leadership and team-building skills, with coaching/mentoring abilities and the ability to stay calm and collaborative under pressure.

Skills:CommunicationCollaborationCoachingMentoringAnalytical thinking

Tech Stack:SalesforceJira Service ManagementGenesysContact center platformsAgileITILCloud-hosted servicesIdentity/access systems

Company Brief

Thumbtack

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: San Francisco, United States

Founded: 2008

Website LinkedIn