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

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 leader to head our India-based Service Desk and IT Automation operations. This is a working manager role that requires both hands-on technical execution and team leadership. 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, and deep systems integration.

This is a unique working manager role that requires both hands-on technical contribution and team leadership. The position operates in a collaborative matrix structure, where the India-based manager ensures execution and delivery while US-based managers maintain accountability for outcomes and strategic direction. 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

• 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 automation engineering experience

• 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 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

**Working Relationship Model:

Direct Report: Director of End User Systems . Daily Coordination: US-based Desktop Support managers . Responsibility: Ensuring work execution and providing on-site team support . Accountability for Outcomes: Resides with US-based managers

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 in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, India, and Singapore. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

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