Director of Systems Support (100-130K) - Merit Personnel & Consulting

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 managing 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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