Help Desk Manager

WELLTOWER – REIMAGINE REAL ESTATE WITH US

At Welltower, we’re transforming how the world thinks about senior living and wellness-focused real estate. As a global leader in residential wellness and healthcare infrastructure, we create vibrant, purpose-driven communities where housing, healthcare, and hospitality converge. Our culture is fast-paced, collaborative, and endlessly ambitious—guided by our mantra: The only easy day was yesterday.

We’re looking for bold, independent thinkers who thrive on challenge, embrace complexity, and are driven to deliver long-term value. Every team member is empowered to think like an owner, innovate fearlessly, and lead from where they stand. If you're passionate about outcomes and inspired by the opportunity to shape the future of healthcare infrastructure, we want you on our best-in-class team.

ABOUT THE ROLE

The Manager, Yardi Help Desk is an experienced and collaborative team leader responsible for managing day-to-day help desk operations supporting the Yardi Senior Housing product suite. This role will lead a team that provides support, troubleshooting, and issue resolution for internal and external stakeholders.

The ideal candidate is customer-focused, organized, and comfortable working in a fast-paced support environment. This individual will help ensure timely resolution of support tickets, consistent service quality, clear communication, and continuous improvement of help desk processes. The Manager, Yardi Help Desk will partner with cross-functional teams to resolve issues, identify recurring support trends, and improve overall user experience.

KEY 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 elevate 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

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of this employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

TRAVEL

Out-of-area and overnight travel should be expected as outlined in specific projects for which this role will engage.

MINIMUM REQUIREMENTS

Skills / Specialized Knowledge:

• 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

Experience:

• 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
• Experience in senior housing, healthcare real estate, property management technology, or related industries is a plus

Education:

• 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

Employment is contingent upon the successful completion of a background check, drug screening, and verification of employment, education, and other credentials relevant to the position.

WHAT WE OFFER

• 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

Welltower® Inc. (NYSE: WELL) an S&P 500 company, is the world's preeminent residential wellness and healthcare infrastructure company. Our portfolio of 1,500+ Seniors and Wellness Housing communities is positioned at the intersection of housing, healthcare, and hospitality, creating vibrant communities for mature renters and older adults inthe United States,United Kingdom, andCanada. We also seek to support physicians in our Outpatient Medical buildings with the critical infrastructure needed to deliver quality care.

Our real estate portfolio is unmatched, located in highly attractive micro‑markets with stunning built environments.Yet, we are an unusual real estate organization as we view ourselves as a product company in a real estate wrapper driven by relationships and unconventional culture.

Through our disciplined approach to capital allocation powered by our data science platform and superior operating results driven by the Welltower Business System, we aspire to deliver long‑term compounding of per share growth and returns for our existing investors – ourNorth Star.

Welltower is committed to leveraging the talent of a diverse workforce to create great opportunities for our business and our people. EOE/AA. Minority/Female/Sexual Orientation/Gender Identity/Disability/Vet

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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