Manager, Yardi Help Desk

🕒 Julho 29

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

💻 Suporte de TI

👻 Score fantasma 10%

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Welltower™ Inc. (NYSE:WELL)

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 1970

🏥 Saúde

🏨 Hospitalidade

🏠 Imobiliário

Healthcare • Hospitality • Real Estate

A Welltower™ Inc. (NYSE:WELL) é uma empresa de investimento imobiliário do S&P 500 focada em habitações para idosos e bem-estar nos Estados Unidos, Reino Unido e Canadá. A empresa possui e opera um portfólio de mais de 2. 000 comunidades de habitação para idosos e bem-estar, posicionadas na interseção entre moradia e hospitalidade, com ênfase em comunidades vibrantes de locação para adultos mais velhos. Operando como uma empresa dentro de uma estrutura imobiliária, a Welltower aproveita a alocação disciplinada de capital, ciência de dados e uma plataforma operacional de ponta a ponta (o Sistema de Negócios Welltower) para impulsionar o crescimento de longo prazo por ação e resultados operacionais superiores.

Descrição

• 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 • Assist with 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

🎯 Requisitos

• 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 • Ability to document processes, create support materials, and report on operational performance • 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 • 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

🏖️ Benefícios

• Competitive Base Salary + Annual Bonus • Generous Paid Time Off and Holidays • Employee Stock Purchase Program – purchase shares at a 15% discount • 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 • Comprehensive and progressive Medical/Dental/Vision options • Professional Growth • And much more!