CHENNAI · FULLTIME
Team Lead - Helpdesk
eNTrust Software & Services Pvt Ltd
Chennai · onsite · Posted 11d ago
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Section · 01
About this role
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, 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
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Section · 02
Skills
Section · Company
About eNTrust Software & Services
eNTrust Software & Services Pvt Ltd
Software Product
750
employees
Chennai
IN
₹5.3L PA avg
Avg at eNTrust Software & Services
₹8L – ₹9L PA
This role
About
About Company
eNTrust is the global industry leader specializing in delivery of technology-enabled services for the CRE industry. Established in 2003 by CRE industry specialists, eNTrust has over 900 employees worldwide and has completed over 800,000 lease abstracts from 40 languages and 106 countries. Our clients include global REITs, owner/developers, service providers and occupiers
Lease Administration:
Our lease administration services utilize technologies that streamline processes and minimize errors. Our teams are trained to work on multiple systems: MRI, JDE, Yardi, Kardin, SAP, Tririga, Lucernex, Costar, Visual Lease and others. And eNTrust offers these services on an " la carte" basis, so you can choose exactly how you'd like to engage us.
Finance & Accounting:
eNTrust's finance and accounting practice serves clients globally. We provide transformational value to our clients through technology, process improvement, automation, re-engineering and benchmarking, while providing the flexibility of variable pricing models.
eNTrust's qualified accountants are experienced professionals trained on a range of accounting systems including Yardi, MRI, JDE, Oracle Financials, SAP.
CRE Consulting Services:
eNTrust provides the most cost-effective system implementation services available. We do this by leveraging our Global Delivery Centers, and partnering with all major CRE systems providers including: MRI, JD Edwards, Yardi, Argus, Nexus Systems and Versapay.
Due Diligence:
eNTrust's team of experienced due diligence specialist can also provide comprehensive financial due diligence and Agree Upon Procedures analysis to help identify and manage financial risk.
At eNTrust, we select the best talent, train them rigorously and continuously, inculcate them into a culture which stresses excellent performance balanced with fun and challenge. We at eNTrust strive to create a 'Humane Organization'. This humane element is best reflected in the company's work culture, which is generally described as straightforward, involved and concerned.
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Culture
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Career growth
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Work-life
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