Lead, Yardi Help Desk

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 Yardi Help Desk Lead is responsible for the strategic oversight, process optimization, and operational alignment of Welltower’s Yardi Help Desk. This role supports the service lifecycle of our Yardi end users through providing front line support for our Senior Housing communities.   

The Yardi Help Desk Lead collaborates with business units to implement efficient, best-practice solutions while minimizing unnecessary customizations and ensuring alignment with system and business needs. As a team lead, you’ll serve as an escalation point for Yardi Helpdesk Analysts and Sr. Technical Analysts, supporting cross-functional efforts in product setup, property onboarding, implementation, training, and helpdesk operations. This role bridges the technical capabilities of Yardi with the operational requirements of our Senior Housing communities. Key responsibilities include team leadership, database and system administration, and managing security roles in Yardi Voyager and Aspire; this effort is critical to maintaining system compliance and integrity. 

Ideal candidates bring strong leadership, communication, and data analytics skills to support our Yardi users. This role requires an experienced and dynamic team player who will be on the front line of support for stakeholders using the Yardi Senior product suite.  The ability to work cross-functionally internally and externally with Welltower’s operators to resolve technical cases, respond to stakeholder inquiries, and ensure response rate from the helpdesk are effective and efficient. 

Success in this role requires the ability to deliver scalable solutions in a high-performance, fast-paced environment aligned with the company’s strategic goals. 

Key Responsibilities

• Team Oversight: Manage a team of 3 – 5 Help Desk analysts that provide continous support for our Yardi Product Suite and its associated modules, including Aspire. 
• Team Leadership: Guide analysts and collaborate with cross functional teams and act as an escalation point for high priority cases.  
• Security & Compliance: Maintain user access, security roles, and ensure compliance integrity through process and procedure. 
• Collaboration: Work with business units to align system capabilities with operational needs. 
• Analytics & Reporting: Support data-driven decision-making, especially around customer service engagement, security risks, compliance, and helpdesk productivity. 

Other Duties

• Develops and leverages relationships with internal and external stakeholders to meet strategic business objectives 
• Respond to inbound support requests related to the Yardi Senior product suite via help desk platform, phone, email, or chat 
• Troubleshoot and resolve technical issues related to the platform, ensuring a high level of customer satisfaction 
• Document, prioritize, and track all inquiries and issues in the help desk ticketing system (e.g., JIRA, ServiceNow, Zendesk) 
• Ensure all tickets are followed up on, updated regularly, and resolved in a timely manner. 
• Guides stakeholders through platform features, offer solutions to common problems, and provide training or advice to improve their use of the Yardi Senior product suite 
• Stays up to date on new features and product updates within the Yardi Senior product suite to maintain a high level of technical knowledge and service excellence 
• Strives to meet or exceed service level agreements (SLAs) for ticket resolution, response time, and customer satisfaction 
• Collaborates with internal support teams to resolve technical challenges 
• Monitors CRM system performance and data accuracy 
• Understands and fosters cross-program and cross-functional dependencies to champion execution success and maximize value capture 
• Develops regular and thorough status communications for senior leadership and stakeholders 
• Anticipates and mitigates risks, dependencies, and impediments to facilitate resolutions 

Travel

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

Minimum Requirements

Education

• Bachelor’s degree in computer science, information technology, or related field, or equivalent work experience 
• Relevant certifications (ITIL, MS SC-300, AD DS, AWS IAM) 
• Equivalent work experience will be considered in lieu of a degree. 

Experience

• Strong knowledge of the Yardi Senior product suite is highly preferred 
• At least 7 years in an IT support role (HelpDesk and ServiceDesk), and with at least 2 years in a senior, lead, or supervisor capacity 
• At least 7 years supporting a CRM or MRI environment (Yardi, MS Dynamics 365, Salesforce CRM, Hubspot CRM, Real Page,   Entrata, or AppFolio).  
• 1-3+ years of SQL experience 
• Experience with help desk platforms, ticketing helpdesk, and customer relationship management tools (JIRA, ServiceNow, Zendesk) 
• Proficient troubleshooting skills with a solid understanding of web-based applications, SaaS products, and general IT systems 
• Strong knowledge and experience with property management software (Yardi) or experience in the senior housing industry is a plus 
• Familiarity with IT infrastructure, system integrations, and database management. 
• Ability to manage complex support cases and escalate issues as necessary. 
• Solid understanding of project management and agile practices, with the ability to teach and coach others. 

Skills / Specialized Knowledge:

• Exceptional technical writing and editing skills, with the ability to manage product implementation and provisioning cycles for property product onboarding 
• Expert level knowledge of Yardi integrations including the use of APIs, file transfer and the Yardi ETL tool. 
• Experience building custom reports in Yardi and supporting YSR. 
• Experience with Microsoft SQL queries is required. 
• Experience in database administration and process automation 
• Preferred experience with the following Yardi products/modules: Voyager 7s, Payscan, Accounting, Vendor Café , Resident Café, Senior CRM. 

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 
• Professional Growth 
• And much more! https://welltower.com/newsroom/careers/ 

About Welltower

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 in the United States, United Kingdom, and Canada. 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 – our North 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