Application Support Lead – Leading Non-Bank Lender

Thinktank Commercial Property Finance; North Sydney Council; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Flex Leave

Annual leave

Job summary

Thinktank is seeking an experienced Application Support Lead to ensure the stability and performance of critical applications across Salesforce and related platforms. Based in North Sydney, you will lead a team of Application Support Analysts, manage incidents and service requests, and work with Technology, Credit, Sales, Finance and external partners in a hybrid role.

This is a hands-on leadership position that emphasizes operational excellence, mentoring, and proactive problem resolution to

Qualifications

• 3+ years in Application Support Lead or senior role.
• Strong Salesforce experience; admin certification preferred.
• Experience supporting business-critical apps in financial services.
• Ability to troubleshoot applications, integrations and systems.
• Solid ITSM, incident management and SLA delivery knowledge.
• Experience with Jira and Confluence.

Responsibilities

• Lead Salesforce incidents and service requests to meet SLA.
• Own the Helpdesk and drive continuous improvement.
• Provide Level 1 and 2 support across Salesforce, MuleSoft and related apps.
• Lead problem management and root-cause analysis.
• Mentor Application Support Analysts and build team capability.
• Collaborate with stakeholders and vendors for timely resolution.
• Monitor performance, trends and support metrics.
• Drive process improvements to enhance service delivery.
• Manage escalations and major incidents with clear comms.
• Support workforce planning, onboarding and capability development.
• Contribute to Technology Leadership Team and technology outcomes.

Skills

Salesforce

Incident management

ITIL/Service Management

Leadership / mentoring

Stakeholder management

Jira/Confluence

Problem solving

Tools

Salesforce

MuleSoft

Jira

Confluence

Job description

Thinktank is one of Australia’s largest andfastest-growing residential and commercial property non-bank lenders, with amulti-office presence across Australia. Supported by major local andinternational institutions, Thinktank is well established in the propertyfinance market. Continued growth has created an opportunity for an experiencedApplication Support Lead to join our Technology team in a hybrid role based inNorth Sydney.

Role Overview

As the Application Support Lead, you will play a critical leadership role in ensuring the stability, performance andcontinuous improvement of Thinktank’s business-critical applications. Reportingto the Application Support Manager, you will lead a team of Application SupportAnalysts while remaining hands-on in managing incidents, service requests,problem resolution and application performance across Salesforce and relatedplatforms.

Working closely with Technology, Credit,Sales, Finance and external technology partners, you will drive operationalexcellence, uplift service delivery, mentor team members and help shape thefuture of Application Support within a growing and innovative business.

Key Accountabilities

• Lead the resolution of Salesforce application incidents and servicerequests, ensuring high service standards and SLA performance
• Take ownership of the Helpdesk function, monitoring serviceperformance and driving continuous improvement
• Provide Level 1 and Level 2 support across Salesforce, MuleSoft andrelated business applications
• Lead problem management and root cause analysis activities toidentify and resolve complex technical issues
• Mentor and develop Application Support Analysts, building teamcapability and technical expertise
• Partner with internal stakeholders and external vendors to ensuretimely issue resolution
• Monitor application performance, trends and support metrics to improve operational efficiency
• Drive process improvement initiatives and identify opportunities to enhance service delivery
• Manage escalations, operational risks and major incidents, ensuringtimely communication with stakeholders
• Support workforce planning, onboarding and capability developmentwithin the Application Support team
• Contribute as a member of the Technology Leadership Team and helpshape broader technology outcomes.

About You

• 3+ years’ experience in an Application Support Lead or seniorapplication support role
• Strong Salesforce experience, ideally with Salesforce Administratorcertification
• Experience supporting business-critical applications in a financialservices environment
• Demonstrated experience troubleshooting application, integrationand system issues
• Strong understanding of IT Service Management principles, incidentmanagement and SLA delivery
• Experience working with Jira, Confluence and issue-trackingplatforms
• Proven leadership capability, with a passion for mentoring anddeveloping team members
• Strong analytical, problem-solving and root cause analysis skills
• Excellent stakeholder management and communication skills
• Proactive, self-motivated and committed to delivering exceptionalcustomer outcomes
• High levels of professionalism, ethicsand integrity.

We’re a little bit different at Thinktank.There’s no unnecessary bureaucracy, politics or egos. Fairness and transparencyguide how we work, how we make decisions and how we treat our people.

You’ll be trusted to do your job well,supported by knowledgeable and welcoming colleagues, and encouraged tocontribute ideas that genuinely improve how we operate. We offer meaningfulemployee benefits, including Flex Leave in addition to annual leave, and aculture built around our values of People First, Always, Work as One and DoWhat’s Right.

This is an opportunity to join a businesswhere technology is valued as a strategic enabler, your ideas will be heard,and your leadership will have a direct impact on the success of theorganisation.