Systems Support Manager

Lawson•Norfolk, VA

2d•Hybrid

About The Position

The Systems Support Manager provides strategic and operational leadership for property management technology platforms that support community operations, accounting, reporting, and user performance across the organization. This role is responsible for driving system effectiveness through user support, configuration, training, implementation, reporting, and continuous improvement initiatives. Serving as a key partner to operations leaders, community teams, and implementation stakeholders, the Systems Support Manager strengthens adoption, advances process consistency, and leads change efforts that improve efficiency, data integrity, and service excellence. The Systems Support Manager will report to the Director of Property Operations. As part of Lawson, recognized as a Best Places to Work in Multifamily award winner with more than fifty years of experience developing, building, and managing multifamily real estate in Virginia, you'll be valued in a supportive environment that appreciates your contributions. Lawson offers a collaborative workplace culture, competitive benefits, and ample opportunities for professional growth. Contribute to a team dedicated to providing exceptional living experiences for our residents while advancing your career!

Requirements

Minimum of 2 years of experience training and supporting users in RealPage/OneSite or similar property management platforms.
Minimum of 2 years of experience in the affordable housing industry required.
Demonstrated ability to mentor, train, and coach employees on core property management workflows, procedures, and system usage with patience, curiosity, and a collaborative approach.
Previous experience troubleshooting property management systems, including RealPage/OneSite, with the ability to resolve end-user and workflow issues effectively.
Ability and willingness to travel to various communities for support, implementation, and training purposes.
Proficiency in end-user support across accounting, property management, reporting, and related operational functions.
Strong working knowledge of property management processes and their impact on successful multifamily operations.
Strong organizational, interpersonal, and communication skills with the ability to build trust, work effectively with users, leaders, and cross-functional teams, including accounting, affordable housing compliance, and training and development, and remain committed to service excellence.
Core competencies include analytical thinking, business acumen, customer focus, judgment, accountability, teamwork, problem solving, adaptability, trust building, continuous improvement, and self-development, supported by Lawson’s leadership principles.

Nice To Haves

Bachelor’s degree or equivalent combination of education and relevant work experience preferred.
Preferred experience with report writing, dashboard utilization, and analyzing system data to support operational decision-making.
Preferred experience supporting change initiatives, system implementations, and user adoption efforts through clear communication, collaboration, and a proactive approach to continuous improvement.
Preferred experience with systems administration, user access management, ticket tracking, and helpdesk support processes.

Responsibilities

Provide remote and on-site support for users of RealPage/OneSite and related property operations systems.
Troubleshoot system, workflow, and user issues; coordinate resolution efforts and ensure timely follow-up on support requests.
Administer system setup, configuration, access, and maintenance activities related to property operations platforms.
Support new property onboarding, transitions, and setup standards, ensuring quality, accuracy, and consistency.
Participate in testing efforts for new functionality, system enhancements, module implementations, and upgrades to existing platforms.
Develop and deliver training, coaching, and user guidance for new and existing employees through in-person, telephone, and webinar-based sessions.
Promote adoption of standardized workflows and procedures through effective change management, communication, and user support while modeling Lawson’s 5 C’s of Leadership: Curiosity, Change, Collaboration, Commitment, and Communication.
Create and update training materials for multifamily operations.
Assist operations teams in maximizing system utilization through reporting tools, dashboard usage, and best functional practices while collaborating and coordinating cross-functionally with accounting, affordable housing compliance, and training and development partners.
Identify opportunities to improve efficiency, data integrity, and user effectiveness through workflow enhancements, automation, and process improvement initiatives.
Support helpdesk management activities, including issue tracking, prioritization, documentation, trend identification, and service-level follow-through.
Travel to properties and regional locations as needed to provide training, coaching, implementation support, and systems assistance.
Keep up with industry trends and regulations to enhance programs and introduce innovative solutions.