Technical Support Manager - Level 2 (Salesforce)

We are seeking a Technical Support Manager - Level 2 (Salesforce) to lead a high-performing team of talented specialists who provide world-class support for Commercial Engineering.

Responsibilities:

• Provide leadership and direction for a global technology team that operates across many Thomson Reuters applications.
• Deliver reliable 24x7 infrastructure and application operations according to business expectations across the application portfolio.
• Partner with application development teams to deliver operational readiness for new applications and features.
• Collaborate with stakeholders such as business teams, product owners, and project management in defining roadmaps for applications and processes.
• Be a key contributor to the Service Management leadership team.
• Drive continual service improvement and innovation in productivity, software quality, and reliability, including meeting/exceeding SLAs.
• Responsible for developing, monitoring and analyzing business operational and technical key metrics.
• Effectively articulate complex problems, concepts, and solutions to varied audiences.
• Contribute to the strategy of the department and drive implementation of department goals that support the company’s core values.
• Lead complex initiatives such as large-scale upgrades.
• Partner with security, data center, and service governance teams to deliver compliance with internal and external standards, expectations, and certifications.
• Ensure documentation, processes, and procedures are updated regularly.
• Act as an escalation point for staff and internal customers. Participate in the budgeting process.
• Provide coaching and mentoring to staff.
• Foster a continuous learning culture and a curiosity about emerging technologies.

Requirements:

• 7+ Years of experience in software development and/or technology infrastructure and operations with 3+ years of experience in a leadership role.
• Bachelor's degree or equivalent required; Computer Science or related technical degree preferred.
• Fluent in speaking and writing English.
• Proven ability to set direction and inspire team members to engage and successfully deliver on a vision.
• Broad understanding of the technologies used to build and operate distributed application systems including experience managing data center systems/infrastructure: CRM core knowledge, salesforce architecture, sales & service cloud.
• Knowledge/Experience in supporting Salesforce and Order Capture (CPQ) applications. Certinia knowledge is a plus.
• Strong hands-on Salesforce admin & technical knowledge, including platform configuration, customization, automation, and data management, with the ability to dive deep into technical issues and provide guidance to the team.
• Knowledge/Experience on DevOps processes, releases and deployments w Copado, GitHub, or any other platforms.
• Experience in supporting applications built on modern application architecture and cloud infrastructure. Javascript frameworks and Libraries, HTML/CSS/JS, Node.JS, TypeScript, jQuery, Docker, AWS/Azure.
• Demonstrated leadership and stakeholder management skills, with a proven track record of managing and developing high-performing teams. Ability to lead with a strong sense of urgency, effectively prioritize workloads, and allocate resources efficiently to meet business demands.
• Ability to thrive in a high-demand business environment, making sound and timely decisions around competing priorities while balancing short-term operational needs with long-term strategic goals.
• Effective team management skills, including coaching, performance management, conflict resolution, and fostering a collaborative and accountable team culture.
• Proven experience in technical support or service management roles, with a deep understanding of incident management, escalation handling, and customer-facing support operations.
• Proven track record of success driving projects and initiatives even with ambiguous details provided.
• Strong customer service, problem solving, organizational and conflict management skills.
• Strong IT Service Management and standards experience.
• Excellent critical thinking, communication, presentation, documentation, troubleshooting, and collaborative problem-solving skills.
• A management style that is collaborative, energetic, and results oriented.
• Comfortable in a fast-paced environment and motivated by complex technical and business challenges.
• Knowledge/Experience on AI is expected, with openness to continue learning and growing. Teams are expected to leverage AI‑enabled capabilities to improve efficiency, quality, and consistency of Salesforce support operations.
• ITIL Certification preferred.

Benefits:

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected.
• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset.
• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions.
• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more.
• Social Impact: Make an impact in your community with our Social Impact Institute.