Role & responsibilities

- Lead, coach and mentor a team of 45 helpdesk members, including shift planning and workload balancing

- Manage day-to-day support operations for Yardi and MRI applications

- Own the end-to-end lifecycle of incidents and service requests: triage, prioritization by business impact, assignment, tracking and closure

- Monitor and enforce SLAs, ticket backlogs, response times and resolution quality, and escalate aging or high-impact tickets proactively

- Act as the escalation point for complex issues, coordinating with business users, technical teams, Product/QA/Engineering and vendors

- Keep users and stakeholders informed with timely, explicit updates, and manage their expectations

- Perform root cause analysis (RCA) on recurring issues and recommend process or system improvements

- Create and maintain the knowledge base, SOPs, FAQs and support documentation

- Train the team on application features, new releases and SOPs

- Drive feedback-based improvements to raise customer satisfaction

- Promote the adoption of AI bots, AI-assisted responses and automation to reduce manual tickets

Prepare support reports and status updates for stakeholders





Preferred candidate profile

- 5 to 7 years of experience, including strong hands-on experience supporting Yardi and its users and processes

- Prior experience leading or coordinating a helpdesk or application-support team

- Excellent written and verbal communication in English, with good listening skills

- Strong analytical and problem-solving skills, including trend and root-cause analysis

- Ability to prioritize, manage escalations and work under pressure

- Strong customer-service and stakeholder-management skills

- Comfortable tracking support activities, service levels and team performance

- Ability to collaborate effectively across functions

Good to Have

- Working knowledge of MRI (an added advantage)

- Familiarity with ticketing tools and ITSM processes

- Experience creating support reports, procedures and knowledge articles

- Exposure to AI-assisted support tools, chatbots or ticket automation

- Working knowledge of SQL for issue analysis

- Understanding of accounting and property-management workflows

📌 Team Lead - Helpdesk (Chennai)
🏢 Entrust Software u0026 Services
📍 Chennai