Smartsheet - Sr. Manager, IT Service Desk & Automation (Hybrid, Bangalore)
Requirements
• 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 • 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: • 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.
Responsibilities
• 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
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