Senior Manager, Yardi Help Desk

Welltower • Dallas, TX

412d

About The Position

The Senior Manager, Yardi Help Desk is responsible for overseeing the Help Desk platform, leading a team that provides critical support and troubleshooting for the Yardi Senior product suite. This role focuses on enhancing customer experiences, improving operational efficiency, and ensuring high-quality support across multiple stakeholders in a performance-driven environment.

Requirements

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

Nice To Haves

• Relevant certifications (ITIL, Help Desk Management) are a plus.
• Agile, Six Sigma, or PMP certification strongly preferred.

Responsibilities

• Develop and leverage 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.
• Provide 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.
• Monitor and analyze help desk platform performance, identifying opportunities for process improvements, automation, and system enhancements.
• Develop and maintain key performance indicators (KPIs) for help desk operations.
• Analyze ticket data to identify trends, root causes, and opportunities for improvement.
• Provide regular reports to leadership on help desk performance, customer satisfaction, and operational goals.
• Collaborate with internal support teams to resolve challenges.
• Understand and foster cross-program and cross-functional dependencies to champion execution success and maximize value capture.
• Develop regular and thorough status communications for senior leadership and stakeholders.
• Anticipate and mitigate risks, dependencies, and impediments to facilitate resolutions.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Funds, Trusts, and Other Financial Vehicles
• Education Level: Bachelor's degree
• Number of Employees: 251-500 employees