Manager, Application Support

About the Role

As the Manager, Application Support, you will lead the delivery of high-quality support across critical multifamily property management applications. You’ll oversee a team managing day-to-day support operations, serve as a key escalation point, and drive improvements across a portfolio of 170+ properties.

Responsibilities

• Lead, mentor, and develop a team of 3+ support professionals
• Manage ServiceNow ticket operations including intake, triage, escalation, and resolution
• Establish SLAs, workflows, and reporting to ensure efficient support delivery
• Analyze ticket trends and drive root-cause resolution
• Serve as the escalation point and subject matter expert for Yardi platforms and integrations
• Oversee user access, system configuration, and ongoing application support
• Partner with vendors and internal stakeholders to resolve issues and implement enhancements
• Lead application onboarding/offboarding for property transitions
• Support release management, testing, and new system integrations
• Maintain documentation, reporting, and communication with leadership

Requirements

• 5+ years of experience in application support or IT operations
• 2+ years of people management experience
• Strong experience with ServiceNow (ticketing, workflows, reporting)
• Expertise with Yardi platforms (Voyager, CRM IQ, RentCafe, etc.)
• Experience with user access management and system administration
• Knowledge of property management operations
• Ability to manage multiple priorities in a fast-paced environment
• Strong communication and cross-functional collaboration skills
• Bachelor’s degree or equivalent experience

Preferred Qualifications

• Experience with release management, UAT, or integrations
• ITIL or ServiceNow certifications
• Experience supporting large property portfolios

What You Can Be a Part Of

You’ll work closely with Technology leadership, operations, and vendors to ensure seamless application performance across a growing portfolio. This role plays a key part in scaling support operations, improving processes, and enhancing the overall technology experience for the organization.

Benefits

Health & Insurance Benefits

• Comprehensive insurance options, including Medical, Dental, and Vision
• Optional coverage such as Critical Illness, Accident, Legal & Identity Theft, and Pet Insurance
• Company-paid Life Insurance, with the option to purchase additional coverage
• Company-paid Long-Term Disability coverage
• Access to a benefits concierge service for personalized support
• Access to mental health and well-being resources

Retirement

• 401(k) Plan with dollar-for-dollar company match up to 6% of pay
• Contributions are fully vested immediately
• Eligible employees are automatically enrolled at a 4% contribution rate
• Eligibility requires a minimum age of 21 and at least 60 days of service

Time Away From Work

• Paid Time Off (PTO)
• 11 paid holidays annually
• Parental Leave: Following six (6) months of employment, eligible employees may receive:
  • Four (4) weeks of paid parental leave as a primary caregiver, or
  • Two (2) weeks of paid parental leave as a secondary caregiver
• Following two (2) years of employment, eligible primary caregivers may receive up to twelve (12) weeks of paid parental leave per birth, adoption, or placement

Learning & Development

• Tuition Reimbursement of up to $5,000 per year for pre-approved education expenses
• Repayment obligations may apply if employment ends prior to 24 months