[Remote] Manager, Yardi Help Desk (Remote-US)

Note: The job is a remote job and is open to candidates in USA. Welltower™ Inc. is a global leader in residential wellness and healthcare infrastructure. The Manager, Yardi Help Desk is responsible for managing day-to-day help desk operations supporting the Yardi Senior Housing product suite, leading a team that provides support, troubleshooting, and issue resolution for stakeholders. 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 • 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 Skills • 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 • Bachelor's degree in information technology, business administration, or related field • 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 • Relevant certifications (ITIL, Help Desk Management) are a plus • Agile, Six Sigma, or PMP certification strongly preferred Benefits • 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 • Remote Company Overview • Welltower Inc. It was founded in 1970, and is headquartered in Toledo, Ohio, USA, with a workforce of 501-1000 employees. Its website is http://www.welltower.com. Company H1B Sponsorship • Welltower™ Inc. (NYSE:WELL) has a track record of offering H1B sponsorships, with 6 in 2026, 5 in 2025, 8 in 2024, 4 in 2023, 2 in 2022, 1 in 2021. Please note that this does not guarantee sponsorship for this specific role.