Sr. Manager, Service Desk & IT Automation (Hybrid in Bangalore)
Smartsheet is seeking a highly technical leader to head its India-based Service Desk and IT Automation operations. This working manager role involves both hands-on technical execution and team leadership, managing a team that spans Service Desk, Tier 1 SOC support, and IT Automation Engineering. The position operates within a collaborative matrix structure, reporting directly to the Director of End User Systems and working closely with US-based Desktop Support managers.
The Senior Manager will support the IT automation function by driving initiatives that reduce repetitive work and scale operations efficiently. Responsibilities include identifying repetitive Tier 1 tasks and leading end-to-end automation from identification through build, testing, and measurement. Additionally, the role involves mentoring the team on automation best practices and reviewing technical designs before deployment.
Key responsibilities encompass managing the India-based Service Desk team with daily coordination with US managers, ensuring clear direction, tracking progress, removing blockers, and escalating capacity constraints to the Director. The role also involves monitoring team performance against SLAs, quality standards, and service desk metrics, leading new employee onboarding sessions, resolving tickets across hardware, software, network, and user access, performing desktop administration tasks, and creating and maintaining knowledge base articles and process documentation.
The ideal candidate will have over 8 years of experience in IT engineering or Service Desk operations, including automation engineering experience, and at least 4 years of experience managing or leading technical support teams in matrixed or distributed organizations. Technical skills required include deep proficiency in PowerShell or Python, experience building scalable IT automation workflows, strong hands-on experience with Freshservice or similar ITSM platforms, and experience with Active Directory, M365, Jamf, and endpoint management via Intune and/or Jamf. Excellent English communication skills, self-motivation with strong follow-through, and flexibility to accommodate daily cross-timezone coordination are also essential.
Smartsheet offers a collaborative and inclusive work environment where ideas are heard, potential is supported, and contributions have a real impact. Employees have the freedom to explore, push boundaries, and grow beyond their roles, with diverse perspectives and nontraditional paths welcomed. The company is committed to fostering an inclusive environment and providing equal employment opportunities to all qualified applicants.