Manager, Application Support (Internal Tools) – Remote Position Available In Montgomery, Pennsylvania

Job Description:

Thumbtack helps millions of people confidently care for theirhomes. Thumbtack is the one app you need to take care of andimprove your home — from personalized guidance to AI tools and abest-in-class hiring experience. Every day in every county of theU.S., people turn to Thumbtack to complete urgent repairs, seasonalmaintenance and bigger improvements. We help homeowners know whichprojects to do, when to do them and who to hire from our growingcommunity of 300,000 local service businesses. If making an impactinspires you, join us. Imagine what we’ll build together. About theInternal Tools Team The Internal Tools team is made up of 3 groupsIT Infrastructure & Operations, Business Applications, andTechnical Program Management. Together, we deliver trusted,scalable, secure services and infrastructure to empower Thumbtackemployees with the tools they need to get work done. We partnerwith the business and own our platform of internal tools throughouttheir 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 thebusiness to make sure Thumbtack employees have the tools andsupport they need to do their best work. In this highlycross-functional role, you’ll work with folks across Engineering,Technical Program Management, Business Applications, Security, andIT to build and support the internal systems our team depends onevery day. That includes tools like Salesforce and our ContactCenter platforms, plus cloud-hosted services and identity/accesssystems that keep everything running smoothly and securely. Thisrole is a great fit for someone who thrives in the messy middle.

Someone who’s just as comfortable rolling up their sleeves onstrategy decisions as they are coaching and growing ahigh-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 thatactually makes peoples lives easier. What youll do Run point oninternal tools support: Lead the charge when something breaks orgoes sideways in tools like Salesforce, our Contact Centerplatforms, or other key internal systems. You’ll manage the ticketqueue, dig into root causes, and make sure issues get resolvedquickly and within service levels

• sometimes by getting involvedand jumping in yourself.

Make support more scalable and lessreactive: Build and refine processes so we’re not just putting outfires. You’ll help us spot patterns, prevent repeat issues, andcreate smoother handoffs between teams like IT and BusinessApplications. Manage and grow a small-but-mighty team: Lead a teamof application support analysts by giving them clear direction,helping them develop their skills, and creating a team culturethat’s focused, calm under pressure, and genuinely collaborative.

Help set the direction for support at

Thumbtack:

Partner withsenior leaders to define what “great” looks like for applicationsupport, and build a roadmap that moves us from reactive toproactive, aligned with where the business is heading. Be aconnector across technical and non-technical teams: You’ll workclosely with stakeholders across the company translating businessneeds into system improvements, helping other teams understandtechnical tradeoffs, and making sure we’re building the right toolsfor how people actually work.

Own and deliver internal projects:

From helping to onboard new software to migrating systems orimproving how we handle access/authentication, you’ll scope, plan,and lead internal projects that drive real impact.

Continuouslylook for ways to improve:

Whether it’s the way we triage incidents,track performance, or communicate with stakeholders, you’ll be onthe lookout for ways to make the team stronger, faster, and moreresilient. In order to be successful, you must bring Experienced in

Application Support:

5 years supporting business applications in adistributed, enterprise IT environment, with hands-on experience inincident resolution, ticketing systems (Jira Service Managementpreferred), and system troubleshooting.

Strong Technical Acumen:

Solid understanding of systems like Salesforce and telephonyplatforms (Genesys preferred), plus a knack for analytical thinkingand solving complex problems.

Skilled Communicator & Collaborator:

You know how to navigate across stakeholders (from end-users toengineers) and can clearly translate technical requirements intoplain language. Bonus if you’re great at documenting solutions andtraining others.

Customer-First Mindset:

You approach applicationsupport like a service: responsive, thoughtful, and focused onmaking the experience better for the end user.

Proactive Leader &Team Builder:

Strong coaching and mentoring skills, with ateam-oriented mentality. You lift others up and create a calm,focused environment even when things are moving fast.

Adaptable andGrowth-Oriented:

Open to feedback, quick to learn new systems, andenergized by change. Bonus if you’ve worked in Agile/ITILenvironments or have formal project management experience. Driven ℜliable: Self-motivated and detail-oriented. You take ownership,follow through, and care about delivering high-quality work thathas real impact. Expected salary ranges For candidates living inSan Francisco / Bay Area, San Jose, New York City, or Seattlemetros, the expected salary range for the role is currently$185,300

• $239,800. For candidates living in Austin, TX orWashington DC metros or in California, Massachusetts, New Jersey,or Washington states, the expected salary range for the role iscurrently $166,800
• $215,800. For candidates living in all otherUS locations, the expected salary range for this role is currently$157,500
• $203,800.

Actual offered salaries will vary and will bebased on various factors, such as calibrated job level,qualifications, skills, competencies, and proficiency for the role.

Thumbtack embraces diversity. We are proud to be an equalopportunity workplace and do not discriminate on the basis of sex,race, color, age, pregnancy, sexual orientation, gender identity orexpression, religion, national origin, ancestry, citizenship,marital status, military or veteran status, genetic information,disability status, or any other characteristic protected byfederal, provincial, state, or local law. We also will consider foremployment qualified applicants with arrest and conviction records,consistent with applicable law.