Operations Technology Customer Support Team Lead

Description

• Troubleshoot and support RAM regional staff with property management system software inquiries, coordinating meetings with super users and regional staff to resolve site-specific issues.
• Draft and distribute communications regarding best practices, system updates, and notifications during outages or global issues.
• Provide comprehensive support for all property management system products and address system-wide issues in collaboration with vendors, ensuring effective communication with business users.
• Stay updated on policy changes and ensure updates are communicated effectively regarding system-level documentation and processes.
• Ensure all support issues are logged and resolved or assigned appropriately within the service desk system, prioritizing tasks and addressing recurring issues efficiently.
• Attend regular meetings with support staff to focus on system analysis, improvements, and standards.

Requirements

• Strong communication skills with the ability to effectively engage with diverse employee populations.
• Expertise in property management systems.
• Willingness to embrace feedback and continuously improve.
• Demonstrates accountability and reliability by taking full ownership of projects and outcomes, prioritizing precision and attention to detail, and approaching challenges with grit, resilience, and proactive problem-solving, while continuously engaging in learning and development to enhance performance; fosters collaboration and a resident-centered environment, ensuring empathy, respect, and cross-functional success in all interactions.
• Must be able to adjust schedule as needed to ensure appropriate levels of support.
• Knowledge of regulatory compliance for property management systems, including LIHTC and HUD programs.
• 5+ years of experience in operations, IT support, or helpdesk management, preferably within property management or affordable housing
• Strong leadership skills with experience supervising a team and driving performance.
• Excellent attention to detail and the ability to manage and prioritize multiple tasks effectively.

Benefits

• Customizable total rewards package – pick from our medical, vision and dental options, along with our life insurance and an Employee Assistance Program.
• Mental health resources, such as counseling, are available to our team members
• Financial wellness perks to set you up for success - such as 401(k), FSA & HSA, employer-paid life and AD&D insurance; paid leave & disability programs
• Remote opportunity, supporting a group of properties which may be in different US time zones.
• Grow with us – learning & training programs; tuition & certification reimbursement; internal advancement opportunities are available…and so much more.
• Paid time off to volunteer and we will match your charitable donations! We are a passionate team making real impact on the world!
• Fertility benefits – such as surrogacy, adoption assistance and more!
• Lots of paid time off (19+ days!) – we value your life outside of work.

Training + Development

Interview process

Visa Sponsorship

Security clearance