Technical Support Manager - Level 2 (Salesforce)

Do you have experience in IT Services? Are you passionate about the chance to bring your experience to a world-class company that is market-leading for both content and technology? If yes, we are looking for you!
 
Join our team and be part of our Service Management team. Thomson Reuters is transforming how it supports the technology Products and Platforms delivered to customers and employees. This role will lead a high-performing team of talented specialists who provide world-class support for Commercial Engineering. You will be responsible for day-to-day operations for this team, work as part of a larger global team, and help develop and drive strategies for supporting and continuously improving our global enterprise.

This role will lead a high performing team of talented SRE specialists who provide world-class support for Commercial Engineering. You will be responsible for day-to-day operations for this team, work as part of a larger global team, and help develop and drive strategies for supporting and continuously improving our global enterprise. This team manages ongoing incident detection and resolution, change planning and implementation, and compliance for a portfolio of applications and infrastructure built on a variety of technologies such as Java, Linux, .net, Microsoft, relational databases, message queuing, AWS cloud services, and more. 

About the Role  
In this opportunity as a Technical Support Manager - Level 2 (Salesforce) you will: 

• 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. 
• Leaders are expected to promote the effective use of AI‑enabled tools to improve operational efficiency, decision‑making, and service quality. This includes encouraging responsible AI adoption for triage support, insight generation, documentation quality, and continuous improvement, while ensuring alignment with enterprise governance, data privacy, and security standards.

 
About You 
 You’re a fit for the role if your background includes: 

• 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. This includes using AI tools for incident analysis, pattern recognition, knowledge reuse, documentation quality, and decision support, while applying appropriate human judgment and governance.
• ITIL Certification preferred.

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What’s in it For You?

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) 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. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.

• 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. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.

• 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. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.

• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.

• Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.

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More information about Thomson Reuters can be found on thomsonreuters.com