ABOUT THE ROLE The Manager, Yardi Help Desk is an experienced and collaborative team leader responsible for managing day-to-day help desk operations supporting the Yardi Senior Housing product suite. This role will lead a team that provides support, troubleshooting, and issue resolution for internal and external stakeholders.
The ideal candidate is customer-focused, organized, and comfortable working in a fast-paced support environment. This individual will help ensure timely resolution of support tickets, consistent service quality, clear communication, and continuous improvement of help desk processes. The Manager, Yardi Help Desk will partner with cross-functional teams to resolve issues, identify recurring support trends, and improve overall user experience.
KEY RESPONSIBILITIES - Manage daily operations of the help desk function supporting users of the Yardi Senior Housing product suite
- Supervise help desk agents and support staff, including coaching, training, workload management, and performance feedback
- Ensure support tickets are addressed in a timely, accurate, and customer-focused manner
- Monitor ticket queues, service levels, user satisfaction, and issue resolution trends
- Assist with the development and tracking of help desk KPIs and operational metrics
- Review ticket data to identify recurring issues, training needs, and opportunities for process improvement
- Support the creation and maintenance of standard workflows, documentation, and knowledge base materials
- Partner with internal teams to escalate and resolve complex support issues
- Help ensure staffing levels and team skills align with support demand
- Foster a culture of accountability, continuous learning, and customer-centric service
- Provide regular updates to leadership on help desk performance, common issues, and improvement opportunities
- Assist with implementation of process improvements, automation opportunities, and system enhancements
- Support change management efforts related to Yardi Help Desk processes, tools, and stakeholder communications
- Identify risks or roadblocks that may impact support delivery and work with leadership to resolve them
OTHER DUTIES Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of this employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
TRAVEL Out-of-area and overnight travel should be expected as outlined in specific projects for which this role will engage.
MINIMUM REQUIREMENTS Skills / Specialized Knowledge:- Strong understanding of help desk operations, support workflows, and ticket management
- Ability to manage team workload, prioritize issues, and support multiple stakeholders
- Strong interpersonal, communication, and conflict-resolution skills
- Ability to document processes, create support materials, and report on operational performance
- Comfortable working with cross-functional teams to resolve technical and operational issues
- Customer-service mindset with the ability to balance urgency, accuracy, and professionalism
- Familiarity with process improvement practices; exposure to agile or project management concepts is a plus
Experience:- At least 4 years of experience in help desk, IT support, customer service operations, or related support roles
- At least 2 years of experience leading, supervising, or mentoring support professionals
- Experience with help desk platforms, ticketing systems, or customer relationship management tools such as JIRA, ServiceNow, Zendesk, or similar systems
- Experience troubleshooting SaaS platforms, cloud-based systems, web applications, or business software
- Experience managing escalations and coordinating with technical teams to resolve complex issues
- Experience with the Yardi Senior product suite is preferred
- Experience in senior housing, healthcare real estate, property management technology, or related industries is a plus
Education:- Bachelor's degree in information technology, business administration, or related field
- Relevant certifications (ITIL, Help Desk Management) are a plus
- Agile, Six Sigma, or PMP certification strongly preferred
Employment is contingent upon the successful completion of a background check, drug screening, and verification of employment, education, and other credentials relevant to the position.
WHAT WE OFFER - Competitive Base Salary + Annual Bonus
- Generous Paid Time Off and Holidays
- Employee Stock Purchase Program - purchase shares at a 15% discount
- Employer-matching 401(k) Program + Profit Sharing Program
- Student Debt Program - we'll contribute up to $10,000 towards your student loans!
- Tuition Assistance Program
- Comprehensive and progressive Medical/Dental/Vision options
- And much more! https://welltower.com/newsroom/careers/
