Manager Application Administrator
| Company | Thumbtack |
|---|---|
| Location | Ontario, Canada |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- 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.
- Solid understanding of systems like Salesforce and telephony platforms (Genesys preferred), plus a knack for analytical thinking and solving complex problems.
- You know how to navigate across stakeholders (from end-users to engineers) and can clearly translate technical requirements into plain language.
- You approach application support like a service: responsive, thoughtful, and focused on making the experience better for the end user.
- 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.
- Open to feedback, quick to learn new systems, and energized by change.
- Self-motivated and detail-oriented. You take ownership, follow through, and care about delivering high-quality work that has real impact.
Responsibilities
- Lead the charge when something breaks or goes sideways in tools like Salesforce, our Contact Center platforms, or other key internal systems.
- Build and refine processes so we’re not just putting out fires.
- 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.
- 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.
- 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.
- Scope, plan, and lead internal projects that drive real impact.
- Look for ways to improve the way we triage incidents, track performance, or communicate with stakeholders.
Preferred Qualifications
- Experience with Agile/ITIL environments or have formal project management experience.