Job Description:

SUMMARY

The Senior Manager, Yardi Help Desk is an experienced and dynamic team player who will oversee the Help Desk platform by leading a team that provides critical support and troubleshooting related to the Yardi Senior product suite.   The ideal candidate possesses the ability to work cross-functionally to drive platform performance, improve customer experiences, enhance operational efficiency, and ensure consistent and high-quality support across multiple stakeholders. The Senior Manager, Help Desk will be required to work within a high demand, performance driven environment that focuses on implementing scalable solutions that are aligned with the company’s overall business strategy.

 

KEY RESPONSIBILITIES

• Develops and leverages relationships with internal and external stakeholders to meet strategic business objectives


• Oversee day-to-day operations of the help desk platform supporting multiple stakeholders using the Yardi Senior Housing Product Suite


• Ensure high levels of user satisfaction, quick resolution of support tickets, and effective handling of issues ranging from basic inquiries to complex troubleshooting


• Provides expertise in designing and optimizing workflows, ensuring standardization


• Supervise a team of help desk agents and support staff, providing guidance, training, and performance reviews


• Foster a culture of continuous learning, customer-centric service, and accountability


• Ensure that staffing levels and skills align with service demand


• Monitors and analyzes help desk platform performance, identifying opportunities for process improvements, automation, and system enhancements.


• Develops and maintains key performance indicators (KPIs) for help desk operations


• Analyzes ticket data to identify trends, root causes, and opportunities for improvement


• Provides regular reports to leadership on help desk performance, customer satisfaction, and operational goals


• Collaborates with internal support teams to resolve challenges


• Understands and fosters cross-program and cross-functional dependencies to champion execution success and maximize value capture


• Develops regular and thorough status communications for senior leadership and stakeholders


• Anticipates and mitigates risks, dependencies, and impediments to facilitate resolutions

OTHER DUTIES

Please note this job description is not designed to provide a comprehensive listing of activities, duties, or responsibilities that are required of this role. 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:

• Ability to manage portfolios of work


• Solid understanding of project management and agile practices, with the ability to teach and coach others


• Keen ability to engage and work with different teams


• Strong interpersonal, conflict management, and communications skills


• Effective documentation and reporting skills 
  

Experience:

• At least 5 years of experience in help desk management, IT support, or customer service leadership roles, preferably within a SaaS or senior housing software environment


• Proven experience managing a team of support professionals, including hiring, coaching, and performance management


• Strong knowledge of the Yardi Senior product suite is highly preferred


• Experience with help desk platforms, ticketing systems, and customer relationship management tools (JIRA, ServiceNow, Zendesk)


• Proficiency in troubleshooting technical issues related to SaaS platforms, cloud-based systems, and web applications.


• Familiarity with IT infrastructure, system integrations, and database management.


• Ability to manage complex support cases and escalate issues as necessary.


• Project Management and Technical Support experience

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 
  

Applicants must be able to pass a pre-employment drug screen.

WHAT WE OFFER

• Flexible schedule: Monday-Thursday in office, Friday’s optional to work remote


• Competitive Base Salary + Annual Bonus


• Generous Paid Time Off and Holidays


• 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


• Employee Stock Purchase Program – purchase shares at a 15% discount


• Comprehensive and progressive Medical/Dental/Vision options


• And much more! https://welltower.com/newsroom/careers/
  

ABOUT WELLTOWER

Welltower, an S&P 500 company headquartered in Toledo, Ohio, is driving the transformation of health care infrastructure. The Company invests with leading seniors housing operators, post-acute providers and health systems to fund the real estate and infrastructure needed to scale innovative care delivery models and improve people's wellness and overall health care experience. Welltower, a real estate investment trust ("REIT"), owns interests in properties concentrated in major, high-growth markets in the United States, Canada and the United Kingdom, consisting of seniors housing, post-acute communities and outpatient medical properties. More information is available at www.welltower.com

Welltower is committed to leveraging the talent of a diverse workforce to create great opportunities for our business and our people. EOE/AA. Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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