Role Description

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.

Qualifications

• 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

Requirements

• 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
• 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

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
• Professional Growth
• And much more!