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Senior Manager, Yardi Help Desk
Welltower™ Inc. (Nyse:Well)
Oversee and manage the Yardi Help Desk platform, providing support and troubleshooting for the Yardi Senior Housing Product Suite.
20d ago
Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Plano, TX
Onsite
Company Size
685 Employees
Service Specialisms
Seniors Housing
Wellness Housing
Outpatient Medical
Post‑Acute Care
Sector Specialisms
Seniors Housing
Wellness Housing
Outpatient Medical
Healthcare Facilities
Role
What you would be doing
data analysis
workflow optimization
internal collaboration
team supervision
performance monitoring
report generation
- Analyzes ticket data to identify trends, root causes, and opportunities for improvement
- Provides expertise in designing and optimizing workflows, ensuring standardization
- Develops and leverages relationships with internal and external stakeholders to meet strategic business objectives
- Supervise a team of help desk agents and support staff, providing guidance, training, and performance reviews
- Anticipates and mitigates risks, dependencies, and impediments to facilitate resolutions
- Ensure high levels of user satisfaction, quick resolution of support tickets, and effective handling of issues ranging from basic inquiries to complex troubleshooting
- Oversee day-to-day operations of the help desk platform supporting multiple stakeholders using the Yardi Senior Housing Product Suite
- Ensure that staffing levels and skills align with service demand
- Collaborates with internal support teams to resolve challenges
- Develops and maintains key performance indicators (KPIs) for help desk operations
- Develops regular and thorough status communications for senior leadership and stakeholders
- Foster a culture of continuous learning, customer-centric service, and accountability
- Monitors and analyzes help desk platform performance, identifying opportunities for process improvements, automation, and system enhancements.
- Provides regular reports to leadership on help desk performance, customer satisfaction, and operational goals
What you bring
team collaboration
team management
project management
documentation
certifications
degree
- Keen ability to engage and work with different teams
- Proven experience managing a team of support professionals, including hiring, coaching, and performance management
- Solid understanding of project management and agile practices, with the ability to teach and coach others
- Relevant certifications (ITIL, Help Desk Management) are a plus
- Effective documentation and reporting skills
- Bachelor’s degree in information technology, business administration, or related field
- Agile, Six Sigma, or PMP certification strongly preferred
- Project Management and Technical Support experience
- Strong interpersonal, conflict management, and communications skills
- Familiarity with IT infrastructure, system integrations, and database management.
- At least 5 years of experience in help desk management, IT support, or customer service leadership roles, preferably within a SaaS or senior housing software environment
- Ability to manage complex support cases and escalate issues as necessary.
- Ability to manage portfolios of work
- Proficiency in troubleshooting technical issues related to SaaS platforms, cloud-based systems, and web applications.
- Experience with help desk platforms, ticketing systems, and customer relationship management tools (JIRA, ServiceNow, Zendesk)
- Strong knowledge of the Yardi Senior product suite is highly preferred
- Understands and fosters cross-program and cross-functional dependencies to champion execution success and maximize value capture
- Tuition Assistance Program
- Competitive Base Salary + Annual Bonus
- Generous Paid Time Off and Holidays
- Employer-matching 401(k) Program + Profit Sharing Program
- Professional Growth
- Employee Stock Purchase Program – purchase shares at a 15% discount
- Comprehensive and progressive Medical/Dental/Vision options
- Student Debt Program – we’ll contribute up to $10,000 towards your student loans!
Information not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearance- successful completion of a background check, drug screening, and verification of employment, education, and other credentials relevant to the position.
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Company
Overview
Founded in 1970
Year Established
The company was originally established in 1970 as Health Care Fund, marking its entry into the healthcare real estate sector.
2,000+ Professionals
Real Estate Experts
The company employs over 2,000 real estate professionals, underscoring its expertise in healthcare real estate management and development.
1,500+ Communities
Senior Housing Locations
Manages over 1,500 senior housing communities, reflecting its extensive portfolio in aging care facilities across the U.S., Canada, and U.K.
$1.7B Investment
Recent Capital Injection
Invested $1.7 billion in senior housing demand, highlighting significant financial commitment to expanding resources for aging populations.
- Rebranded to Welltower in 2015 following healthcare real estate expansion.
- Operates in the U.S., Canada, and U.K., managing senior housing and outpatient medical facilities.
- Structures investments through long-term leases and joint ventures, blending capital with operator expertise.
- Focuses on independent living, assisted living, memory care, post-acute rehabilitation, and medical offices.
- Leverages post-acute care platform to improve hospital transitions and reduce readmissions.
- Intellectually curious, open‑minded, and voracious learners
- Mutual respect, humility, frugality, stoicism, and a strong work ethic
- Operate with a sense of healthy paranoia, take nothing for granted and always focus on moving forward
- Adaptable – not the strongest or most intelligent, but most responsive to change
- Owners, not managers
- Iconoclasts with a flair for ingenuity and a win/win attitude
- Built with an outsider mindset – get it right, not be right
- Ethos of entrepreneurship – exist to help other entrepreneurs succeed
- Culture of resilience – tackle crises with grit and tenacity
- Laser‑focused on what we can control to extend growth
- Act quickly when prudent, with patience as network effect grows
- Never cut corners in how we deal with owners, customers, and employees
- Extreme excellence to create true residual alpha for owners
- Culture of 'delayed gratification gene' – sacrificing immediate rewards for larger future gains
- Culture of 'fiduciary responsibility gene' – prioritizing owners’ interests above our own
- Leaders model trust, shared sacrifice, unity of purpose, mirrored reciprocation
28% Emissions Target
SBTi-Approved GHG Reduction
Aims to reduce Scope 1 & 2 GHG emissions by 28% by 2030 over a 2019 baseline.
25% Intensity Reduction
2024 Goal for GHG Emissions
Aims to reduce GHG emissions intensity by 25% by 2030 over a 2023 baseline.
$1.04B Green Bond Proceeds
Funding Environmental Initiatives
Allocated $1.04 billion from green bond issuances toward sustainability projects.
65M kWh Green Power
Renewable Energy Utilization
Used over 65 million kWh of green power in 2023.
- Reduced Scope 1 & 2 emissions by 12.2% and energy usage by 11.0% over a 2018 baseline ahead of 2025 target.
- Utilized 51.6 million kWh renewable energy in 2023 (doubled green power vs prior year).
- Awarded ENERGY STAR® Partner of the Year (fifth consecutive year) with Sustained Excellence status.
- 349 green building certifications in 2023 (+150% vs 2022).
- Maintained top 30% ISS QualityScore ranking in environmental & social, Prime ISS ESG rating.
- Ranked #1 for corporate governance among US REITs by Green Street Advisors.
1:1 Gender Parity
Maintained Balance
The organization maintains equal representation of genders across all levels of the company.
Five Consecutive Years
Named to Bloomberg GEI
Recognized in the Bloomberg Gender‑Equality Index for five consecutive years.
7 Employee Groups
Hosted Events
Supported seven employee network groups in hosting speaker sessions, book clubs, and events to foster diversity and inclusion.
+4%
Employee Engagement Score
Completed a company‑wide employee engagement survey with an overall favorable score that exceeds the benchmark by +4 percentage points.
- Formally Relaunched Diversity Council with updated goals and leadership team sponsors
- U.S. EEO‑1 report published annually with workforce breakdown by gender and race for various roles including Exec/Sr Officials & Managers, Professionals, etc.
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