Manager, Yardi Help Desk

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the daily operations of the help desk function that supports users of the Yardi Senior Housing product suite.

• Supervise help desk agents and support staff, which includes coaching, training, managing workloads, and providing performance feedback.

• Ensure that support tickets are handled promptly, accurately, and with a focus on customer satisfaction.

• Monitor ticket queues, service levels, user satisfaction, and trends in issue resolution.

• Assist in the development and tracking of help desk KPIs and operational metrics.

• Analyze ticket data to identify recurring issues, training requirements, and opportunities for process enhancements.

• Support the creation and upkeep of standard workflows, documentation, and knowledge base resources.

• Collaborate with internal teams to escalate and address complex support challenges.

• Help maintain appropriate staffing levels and ensure team skills meet support demands.

• Promote a culture of accountability, continuous learning, and customer-focused service.

• Provide regular updates to leadership regarding help desk performance, common issues, and opportunities for improvement.

• Assist in the implementation of process enhancements, automation opportunities, and system upgrades.

• Support change management initiatives related to Yardi Help Desk processes, tools, and stakeholder communications.

• Identify risks or obstacles that could affect support delivery and work with leadership to resolve them.

⛳️ Requirements

• Strong understanding of help desk operations, support workflows, and ticket management systems.

• Ability to manage team workloads, prioritize issues, and support various stakeholders.

• Excellent interpersonal, communication, and conflict resolution skills.

• Capability to document processes, create support materials, and report on operational performance.

• Comfortable collaborating with cross-functional teams to resolve technical and operational challenges.

• Customer-service oriented with the ability to balance urgency, accuracy, and professionalism.

• Familiarity with process improvement practices; experience with agile or project management concepts is advantageous.

• Minimum of 4 years of experience in help desk, IT support, customer service operations, or related support roles.

• At least 2 years of experience in 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.

• Familiarity with the Yardi Senior product suite is preferred.

• Bachelor's degree in information technology, business administration, or a related field.

• Relevant certifications (ITIL, Help Desk Management) are advantageous.

• Agile, Six Sigma, or PMP certification is strongly preferred.

🏝️ Benefits

• 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.

• Opportunities for Professional Growth.

• And much more!