Sr. Manager, IT Service Desk & Automation (Hybrid, Bangalore)

Job description

For over 20 years, Smartsheet has empowered teams to manage work seamlessly and scale solutions smarter. Now, in our most ambitious chapter yet, we are uniting human teams with AI agents. By orchestrating the work agents do best, automating manual tasks and uncovering insights at scale, we create the space for people to focus on what truly matters: judgment, creativity, and big thinking. That is magic at work, and it’s what we show up for every day. Smartsheet is looking for a highly technical Sr. Manager to lead our India-based Service Desk and IT Automation operations. This is a hands-on, working manager role — you will be personally executing technical work (scripting, automation builds, escalated ticket resolution) and leading a team, not just overseeing one. If you're looking for a purely strategic or delegation-only leadership role, this isn't it. You will manage a team spanning Service Desk, Tier 1 SOC support, and IT Automation Engineering — driving the technical maturity of our global support infrastructure through automation, scripting, deep systems integration, and increasingly, AI-augmented workflows (e.g. intelligent ticket triage, SOC alert summarisation, AI-assisted knowledge base drafting). This role reports directly to the Director of End User Systems, with close, cooperative partnership with US-based Desktop Support managers. You Will IT Automation & Architecture • Support the IT automation function, driving initiatives that reduce repetitive work and scale operations efficiently • Identify repetitive Tier 1 tasks and drive end-to-end automation from identification through build, testing, and measurement • Evaluate and build AI-augmented automation where it reduces toil — e.g. intelligent ticket triage, SOC alert summarisation, AI-assisted knowledge base drafting • Mentor team on automation best practices and review technical designs before deployment Team Leadership & Execution • Manage India-based Service Desk team with daily coordination with US managers • Ensure clear direction, track progress, remove blockers, and escalate capacity constraints to the Director • Monitor team performance against SLAs, quality standards, and service desk metrics • Lead new employee onboarding sessions Hands-On Technical Contribution • Resolve tickets across hardware, software, network, and user access; handle overflow and critical issues • Perform desktop administration: software deployment, system configuration, user provisioning, and hardware lifecycle management • Create and maintain knowledge base articles and process documentation Security & People Development • Oversee Tier 1 SOC operations: triage, alert response, and adherence to incident response playbooks • Coach, mentor, and support career growth for India-based engineers; hire and develop top technical talent You Have Experience • 8+ years in IT engineering or Service Desk operations, including hands-on automation engineering (scripting, API integrations, or workflow orchestration) • 4+ years managing or leading technical support teams in matrixed or distributed organizations • Proven track record delivering cross-functional projects with technical ambiguity Technical Skills • Deep proficiency in PowerShell or Python; experience building scalable IT automation workflows • Strong hands-on experience with Freshservice (or similar ITSM), including workflow orchestration and API integrations • Experience integrating AI/LLM capabilities into IT workflows via API, SDK, or prompt engineering — not limited to using vendor AI toggles (e.g. Freshservice Freddy) out of the box • Experience with Active Directory, M365, Jamf, and endpoint management via Intune and/or Jamf • Working knowledge of EDR platforms, firewalls, and incident response; familiarity with ITIL or equivalent frameworks Work Style • Excellent English communication skills; self-motivated with strong follow-through • Comfortable balancing hands-on technical work with management in a US-directed, India-based structure • Flexible to accommodate daily cross-timezone coordination (India ↔ US) • Degree in Computer Science, Engineering, or equivalent practical experience Note: This role requires daily coordination with US-based teams and flexibility in working hours to accommodate cross-timezone collaboration. Get to Know Us: At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. You’ll have the freedom to explore, push boundaries, and grow beyond your role. We welcome diverse perspectives and nontraditional paths—because we know that impact comes from individuals who care deeply and challenge thoughtfully. When you’re doing work that stretches you, excites you, and connects you to something bigger, that’s magic at work. Let’s build what’s next, together. Equal Opportunity Employer: Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants i