Team Lead - Helpdesk

Entrust Software & Services; Chennai District; Presencial; INR 900.000 - 1.200.000; Jornada completa

Descripción de la vacante

Entrust Software & Services is seeking an experienced Helpdesk Lead in Chennai to manage a 45-member team, ensuring high-quality support for Yardi and MRI platforms. You will own incident lifecycles, enforce SLAs, mentor staff, and drive AI-assisted improvements.

Requirements include 5–7 years in application support, strong English communication, and experience with ITSM and ticketing tools. This role focuses on cross-functional coordination and stakeholder management.

Formación

• 5 to 7 years of experience in application support or helpdesk.
• Hands-on experience supporting Yardi and its users.
• Experience leading or coordinating a helpdesk or application-support team.
• Excellent written and verbal English communication.
• Strong analytical and problem-solving skills including trend and root-cause analysis.
• Ability to prioritize, manage escalations and work under pressure.
• Experience creating support reports and knowledge articles.
• Familiarity with AI-assisted support tools.

Responsabilidades

• 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 SLAs, ticket backlogs, response times and resolution quality, and escalated 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, clear 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

Conocimientos

Team leadership

Yardi support

MRI support

ITSM

Ticketing tools

SQL

AI automation

English communication

Root cause analysis

Stakeholder management

Herramientas

MRI

Ticketing tools

AI bots

Automation tools

SQL

Descripción del empleo

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 escalated 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, clear 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