Role & responsibilities

We are looking for a Helpdesk Team Lead to manage a team providing application
support for Yardi and MRI. The successful candidate will bring strong Yardi expertise,
excellent communication skills, and the ability to analyze issues, guide the team, and
ensure timely, high-quality support.

Key Responsibilities
• Lead and support a team of 45 helpdesk team members.
• Manage day-to-day support operations for Yardi and MRI applications.
• Triage, prioritize, assign, and track incidents and service requests through
resolution.
• Act as an escalation point for complex issues and coordinate with business
users, technical teams, and vendors.
• Monitor service levels, ticket backlogs, response times, and resolution quality.
• Review recurring issues, identify root causes, and recommend process or
system improvements.
• Provide guidance, knowledge sharing, and coaching to team members.
• Prepare and communicate clear status updates to stakeholders.
• Maintain support documentation, procedures,



and knowledge-base articles.

Preferred candidate profile

Strong hands-on knowledge of Yardi and experience supporting Yardi users
and processes.
• Working knowledge or experience supporting MRI is an added advantage.
• Previous experience leading or coordinating a helpdesk or application-support
team.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving skills, including the ability to identify
trends and root causes.
• Ability to prioritize issues, manage escalations, and work effectively under
pressure.
• Solid customer-service and stakeholder-management skills.
• Comfortable tracking support activities, service levels, and team performance.
Preferred Qualifications
• Familiarity with ticketing systems and IT service-management processes.
• Experience creating support reports, procedures, and knowledge articles.

📌 Team Lead Helpdesk (Chennai)
🏢 PlaceNet Consultants
📍 Chennai