Manager, Application Support

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.