Team Lead - Helpdesk

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