Manager, Yardi Help Desk

🕒 July 29

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Welltower™ Inc. (NYSE:WELL)

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1970

🏥 Healthcare

🏨 Hospitality

🏠 Real Estate

Healthcare • Hospitality • Real Estate

Welltower™ Inc. (NYSE:WELL) is an S&P 500 real estate investment company focused on seniors and wellness housing across the United States, United Kingdom, and Canada. The company owns and operates a portfolio of over 2,000 seniors and wellness housing communities positioned at the intersection of housing and hospitality, emphasizing vibrant rental communities for older adults. Operating as an operating company within a real estate structure, Welltower leverages disciplined capital allocation, data science, and an end-to-end operating platform (the Welltower Business System) to drive long-term per-share growth and superior operating results.

📋 Description

• 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

🎯 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 • 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

🏖️ Benefits

• 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!