Thinktank is one of Australia’s largest and fastest growing Residential and Commercial Property Non-bank Lender with a multi-office presence across Australia.
As an innovative, knowledgeable and established financial services provider with a reputation for professionalism and integrity, Thinktank focuses on building quality internal and external stakeholder relationships in support of our wide range of borrowers and investors.
Role Overview
As the Application Support Lead, you will play a critical leadership role in ensuring the stability, performance and continuous improvement of Thinktank’s business-critical applications. Reporting to the Application Support Manager, you will lead a team of Application Support Analysts while remaining hands-on in managing incidents, service requests, problem resolution and application performance across Salesforce and related platforms.
Working closely with Technology, Credit, Sales, Finance and external technology partners, you will drive operational excellence, uplift service delivery, mentor team members and help shape the future of Application Support within a growing and innovative business.
Key Accountabilities
- Lead the resolution of Salesforce application incidents and service requests, ensuring high service standards and SLA performance
- Take ownership of the Helpdesk function, monitoring service performance and driving continuous improvement
- Provide Level 1 and Level 2 support across Salesforce, MuleSoft and related business applications
- Lead problem management and root cause analysis activities to identify and resolve complex technical issues
- Mentor and develop Application Support Analysts, building team capability and technical expertise
- Partner with internal stakeholders and external vendors to ensure timely issue resolution
- Monitor application performance, trends and support metrics to improve operational efficiency
- Drive process improvement initiatives and identify opportunities to enhance service delivery
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Manage escalations, operational risks and major incidents, ensuring timely communication with stakeholders
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Support workforce planning, onboarding and capability development within the Application Support team
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Contribute as a member of the Technology Leadership Team and help shape broader technology outcomes.
About You
- 3+ years’ experience in an Application Support Lead or senior application support role
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Strong Salesforce experience, ideally with Salesforce Administrator certification
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Experience supporting business-critical applications in a financial services environment
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Demonstrated experience troubleshooting application, integration and system issues
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Strong understanding of IT Service Management principles, incident management and SLA delivery
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Experience working with Jira, Confluence and issue-tracking platforms
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Proven leadership capability, with a passion for mentoring and developing team members
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Strong analytical, problem-solving and root cause analysis skills
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Excellent stakeholder management and communication skills
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Proactive, self-motivated and committed to delivering exceptional customer outcomes
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High levels of professionalism, ethics and integrity.
We are a little bit different at Thinktank. No bureaucratic processes, politics or egos. Fairness and transparency are our most important values, it’s how we do business and how we look after our team. You will be valued and trusted. You will work with welcoming and knowledgeable colleagues who will help you succeed.
We work a hybrid model of working from home and the office which encourages and supports great work life balance. We offer meaningful employee benefits such as Flex leave in addition to annual leave, a work well allowance and more.
If you are interested in having a confidential conversation, please apply now for an immediate review of your resume or contact Heena Geronimo, People & Culture Manager on [email protected]
