As the Manager, Application Support, you will lead the delivery of high-quality support across critical multifamily property management applications. You’ll oversee a team managing day-to-day support operations, serve as a key escalation point, and drive improvements across a portfolio of 170+ properties.
• Lead, mentor, and develop a team of 3+ support professionals
• Manage ServiceNow ticket operations including intake, triage, escalation, and resolution
• Establish SLAs, workflows, and reporting to ensure efficient support delivery
• Analyze ticket trends and drive root-cause resolution
• Serve as the escalation point and subject matter expert for Yardi platforms and integrations
• Oversee user access, system configuration, and ongoing application support
• Partner with vendors and internal stakeholders to resolve issues and implement enhancements
• Lead application onboarding/offboarding for property transitions
• Support release management, testing, and new system integrations
• Maintain documentation, reporting, and communication with leadership
• 5+ years of experience in application support or IT operations
• 2+ years of people management experience
• Strong experience with ServiceNow (ticketing, workflows, reporting)
• Expertise with Yardi platforms (Voyager, CRM IQ, RentCafe, etc.)
• Experience with user access management and system administration
• Knowledge of property management operations
• Ability to manage multiple priorities in a fast-paced environment
• Strong communication and cross-functional collaboration skills
• Bachelor’s degree or equivalent experience
Preferred:
• Experience with release management, UAT, or integrations
• ITIL or ServiceNow certifications
• Experience supporting large property portfolios
You’ll work closely with Technology leadership, operations, and vendors to ensure seamless application performance across a growing portfolio. This role plays a key part in scaling support operations, improving processes, and enhancing the overall technology experience for the organization.