Manager II

The Helpdesk Manager is a key leadership role responsible for overseeing the helpdesk team, setting strategic objectives, and ensuring the efficient operation of technical support services aligned with organizational goals. This position involves strong management skills, strategic planning, resource allocation, and team development to drive customer satisfaction and support business operations.

• Serve as SME for RealPage products, providing technical guidance, accounting guidance and support to the team.
• Assign and manage tickets daily, ensuring timely resolution within defined SLAs.
• Participate in the interview panel to support talent acquisition and team growth.
• Build and maintain strong relationships with stakeholders and global counterparts.
• Proactively communicate potential issues and risks to leadership.
• Represent RealPage with a positive and professional image internally and externally.
• Deliver superior customer service to both internal and external clients.
• Drive process simplification and automation to reduce manual effort and improve efficiency.

• • 10+ years of experience in a relevant domain.
  • Proven people management and leadership capabilities.
  • MBA or equivalent management degree is mandatory.
  • Strong experience with SQL queries, product releases, APIs, and integrations.
  • Exposure to automation tools, preferably AI-based solutions.
  • Accounting knowledge is essential.
  • Ability to analyze and troubleshoot complex issues quickly.
  • Fast learner with the ability to adapt to new processes and technologies.
  • Capable of working independently while knowing when to escalate.
  • Detail-oriented, flexible, and open to change.
  • Skilled in handling high-pressure customer interactions.
  • Excellent customer service, organizational, and conflict resolution skills.
  • Strong verbal and written communication abilities.
  • Effective in a fast-paced, deadline-driven environment.
  • Strong planning, time management, and interactive skills.
  • Highly motivated self-starter with a proactive approach.
  • Familiarity with RealPage products or other property management software is preferred.
  • Willingness to work overtime when required.