What are the responsibilities and job description for the Manager, Application Support position at Bridge Property Management?
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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.
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.
JOB CODE: 1000824
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
- 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.
JOB CODE: 1000824