The Director of Systems Support is charged with training all relevant TLP personnel in the use of Yardi Voyager and ancillary products as well as manager front line support to the same personnel including TLP and OTH Corporate office personnel. The Director of Information Systems will also lead efforts in identifying new technical initiatives, analyses of products, project planning, implementations, and rollouts.

What your day to day will look like:

Manage, track, prioritize, resolve in-bound Yardi and other related technical support inquiries via our internal help desk
Answer questions from personnel on-site or in the corporate office
Resolve issues independently or by consulting with other individuals/departments
Responsible for the tactical execution and communication of the company strategic technical direction
Assist Operations in developing new reports, policies, procedures and improving overall processes
Act as liaison between software vendors and end users/stakeholders
Support Regional Managers and Accounting teams
Analyze data, understand data and present data to audience
Write, revise and maintain Yardi and ancillary product training manuals or related manuals
Develop Yardi training programs or related
Conduct meaningful and substantive technical training classes
Work with other departments to schedule and execute training programs
Track employee participation in training and evaluate trainees
Other related responsibilities not listed as the position and role evolves
Facilitate training classes
Help Desk – Tier 3 Support escalations
Manage Help Desk Team
Develop an annual schedule of required courses
Partner with Training Director to create weekly/monthly training schedule of a combination of live and webinar training
Communicate regularly with RSSM’s and RM’s regarding goals, objectives and relevant concerns, opportunities, and solutions.
Assist in the setup of higher-level systems related items are completed for acquisitions including Yardi Voyager, payment processing, RENTCafe, RENTCafe Affordable, etc.
Manages systems related projects and implementations such as Job Cost, Positive Pay, Process Improvements, Custom Menus, etc.
Manages plug in update testing and scheduling

Supervisory Responsibilities

Supervise a Team of Regional Systems Support Managers, Implementation Manager, and any future roles
Carries out supervisory responsibilities in accordance with the Company’s policies and applicable local, state and federal laws
Interviewing, hiring, and training employees
Planning, assigning, and directing work
Motivating, rewarding, and counseling employees

What you will need to succeed:

High school diploma or general education degree (GED) with a minimum 5 years property management and/or related management experience and/or training
High level Yardi Voyager user required
Some accounting experience preferred
Some knowledge of eviction law, Fair Housing mandates, and other legal issues affecting property management preferred
Ability to communicate both verbally and in writing
Effectively present information and respond to questions from various individuals and groups
Ability to work with mathematical concepts such as probability and statistical inference.
Must have the ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations
Ability to compute rate, ratio, percent, commissions and work within budgeted guidelines
Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
Ability to write reports, business correspondence, and procedure manuals
Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists
Ability to interpret a variety of instructions furnished in written, oral diagram, or scheduled form
Strong analytical ability but also the ability to connect and engage with people, be outgoing, helpful and transparent
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Director of Systems Support (100-130K)