Manager, Yardi Help Desk (Remote-US)

About the role

The Manager, Yardi Help Desk is responsible for managing day-to-day help desk operations supporting the Yardi Senior Housing product suite. This role involves leading a team that supports internal and external stakeholders, ensuring timely resolution of support tickets, and partnering with cross-functional teams to resolve complex issues.

Responsibilities

• Manage daily operations of the help desk function supporting users of the Yardi Senior Housing product suite
• Supervise help desk agents and support staff, including coaching, training, workload management, and performance feedback
• Ensure support tickets are addressed in a timely, accurate, and customer-focused manner
• Monitor ticket queues, service levels, user satisfaction, and issue resolution trends
• Assist with the development and tracking of help desk KPIs and operational metrics
• Review ticket data to identify recurring issues, training needs, and opportunities for process improvement
• Support the creation and maintenance of standard workflows, documentation, and knowledge base materials
• Partner with internal teams to escalate and resolve complex support issues
• Help ensure staffing levels and team skills align with support demand
• Foster a culture of accountability, continuous learning, and customer-centric service
• Provide regular updates to leadership on help desk performance, common issues, and improvement opportunities
• Aid in the implementation of process improvements, automation opportunities, and system enhancements
• Support change management efforts related to Yardi Help Desk processes, tools, and stakeholder communications
• Identify risks or roadblocks that may impact support delivery and work with leadership to resolve them

Requirements

• 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
• 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
• 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