Manager, Application Support

## **Make an impact** 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 ## **What you should bring** • 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 ## **What you can be a part of** 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.