Yardi Support Manager

The Apex Group was established in Bermuda in 2003 and is now one of the world’s largest fund administration and middle office solutions providers.

Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion.

That’s why, at Apex Group, we will do more than simply ‘empower’ you. We will work to supercharge your unique skills and experience.

Take the lead and we’ll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.

For our business, for clients, and for you

We are looking for an experienced Yardi Support Manager to lead application support operations for US-region projects. The role involves managing the full lifecycle of Yardi support tickets, ensuring SLA adherence, coordinating with clients and internal teams, preparing operational reports, and driving continuous improvement in support processes. The ideal candidate will have strong expertise in Yardi applications, ITSM tools, client management, and finance/property management processes.

Key Responsibilities

Support & Incident Management

• Manage the end-to-end lifecycle of Yardi support tickets, from logging to closure.
• Ensure tickets are prioritized and resolved within agreed SLAs.
• Monitor ticket queues, escalations, and service performance metrics.
• Resolve functional and technical issues through ticketing systems, email, phone, and other communication channels.
• Maintain strong understanding of ticket severity levels and prioritization frameworks.

Team & Stakeholder Coordination

• Allocate and prioritize workloads across support team members.
• Provide guidance, mentorship, and support to enhance team productivity.
• Coordinate with application Product Owners and business stakeholders for issue resolution and enhancements.
• Drive change management processes and ensure proper implementation of system updates.

Client Management

• Serve as the primary point of contact for client support-related matters.
• Understand client requirements and ensure a high level of customer satisfaction.
• Conduct regular client meetings and provide updates on support performance.
• Build strong relationships with client stakeholders and business users.

Reporting & Analytics

• Prepare weekly and monthly MIS reports on ticket trends, SLA compliance, backlog, and resolution effectiveness.
• Present support metrics, findings, and recommendations to clients and leadership teams.
• Identify recurring issues and recommend process improvements.

Yardi Application Support

• Provide support across Yardi modules including: Commercial Residential Retail Service Charges Investment Management Facilities Management Advanced Budgeting Inspections Planned Preventive Maintenance (PPM)
• Support property and financial management processes for commercial and residential portfolios.

ITSM & Process Excellence

• Utilize ITSM platforms such as: Jira ServiceNow Zoho ManageEngine Other ticketing systems
• Ensure accurate ticket tracking, documentation, reporting, and compliance.
• Continuously improve support workflows and operational efficiency.

Required Qualifications

• Bachelor's degree in Finance, Business Administration, Information Systems, or a related field.
• Experience in a Yardi support, application support, or support management role.
• Strong knowledge of Yardi property management and accounting solutions.
• Hands-on experience with ITSM tools such as Jira, ServiceNow, or Zoho ManageEngine.
• Excellent analytical, problem-solving, and troubleshooting skills.
• Strong communication, presentation, and stakeholder management abilities.
• Ability to work independently in a fast-paced client-facing environment.

Preferred Skills

• Background in Real Estate, Property Management, Fund Accounting, or Finance Operations.
• Experience managing support teams and client escalations.
• Knowledge of change management and release management processes.
• Strong customer-centric approach with leadership capabilities.
• Willingness to learn new applications and technologies.

Key Competencies

• Customer Service Excellence
• Stakeholder Management
• Team Leadership
• SLA Management
• Incident & Problem Management
• Reporting & Analytics
• Change Management
• Yardi Functional Expertise
• ITSM Tools Proficiency
• Process Improvement

Disclaimer: Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.