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

Smartsheet
Bengaluru
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Self-motivation","Follow-through","People management","Mentoring"]

Lead Smartsheet’s India-based Service Desk and IT Automation operations as a working manager, executing hands-on automation and resolving escalated issues across hardware, software, networks, and user access. Manage Tier 1 SOC support, drive IT automation end-to-end (scoping, build, test, measurement), and integrate AI-augmented workflows to reduce toil. Mentor engineers, monitor SLA/service metrics, and coordinate daily with US desktop support leaders.

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FursaFursa
Smartsheet
Smartsheet
1 week ago

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

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Source: Company careers pageValidated by: Fursa AI
Last checked: 21 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Lead Smartsheet’s India-based Service Desk and IT Automation operations as a working manager, executing hands-on automation and resolving escalated issues across hardware, software, networks, and user access. Manage Tier 1 SOC support, drive IT automation end-to-end (scoping, build, test, measurement), and integrate AI-augmented workflows to reduce toil. Mentor engineers, monitor SLA/service metrics, and coordinate daily with US desktop support leaders.
Location: Bengaluru
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Sr. Manager level

Key Responsibilities

  • •Drive IT automation by identifying repetitive Tier 1 tasks and owning automation from scoping through build, testing, and measurement.
  • •Evaluate and build AI-augmented automation to reduce toil (e.g., intelligent ticket triage, SOC alert summarisation, AI-assisted knowledge base drafting).
  • •Review technical designs before deployment and mentor the team on automation best practices.
  • •Manage the India-based Service Desk team and coordinate daily with US counterparts; set direction, track progress, remove blockers, and escalate capacity constraints.
  • •Resolve overflow and critical tickets, perform desktop administration, and oversee Tier 1 SOC operations (triage, alert response, incident playbook adherence).

Key Requirements

  • •8+ years in IT engineering or Service Desk operations, including hands-on IT automation engineering (scripting, API integrations, or workflow orchestration).
  • •4+ years managing or leading technical support teams in matrixed or distributed organizations.
  • •Track record delivering cross-functional projects through technical ambiguity and owning automation end-to-end.
  • •Deep proficiency in PowerShell or Python, with experience building scalable IT automation workflows.
  • •Strong hands-on experience with Freshservice (or similar ITSM), plus integration of AI/LLM capabilities into IT workflows; familiarity with Active Directory, M365, endpoint management, and incident response frameworks.
Experience:SaaSITSMService DeskSOCIT automation
Education:
Skills:CommunicationSelf-motivationFollow-throughPeople managementMentoring
Languages:English
Tech Stack:PowerShellPythonFreshserviceITSMAPI integrationsAutomation workflowsAI/LLMActive DirectoryM365Microsoft IntuneJamfEndpoint managementEDRFirewallsIncident responseITILKnowledge base

Company Brief

Smartsheet
Provides a cloud-based work management platform that enables teams to plan, track, automate, and report on work. Smartsheet combines spreadsheets, collaboration, and workflow automation to help organizations manage projects and processes at scale.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Bellevue, United States
Founded: 2005
WebsiteLinkedIn