1 day ago

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

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

Lead Smartsheet’s India-based Service Desk and IT Automation team as a hands-on, working manager. Drive technical maturity through end-to-end IT automation, scripting, and systems integrations, increasingly using AI-augmented workflows for ticket triage, SOC alert summarisation, and knowledge base drafting. Oversee Tier 1 SOC operations, ensure SLA and quality metrics, coordinate daily with US managers, and personally resolve escalated hardware, software, network, and access issues.

Location: Bengaluru

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Sr. Manager level

Key Responsibilities

•Support IT automation initiatives to reduce repetitive work, from identifying repetitive Tier 1 tasks through build, testing, measurement, and mentoring best practices.
•Evaluate and build AI-augmented automation (e.g., intelligent ticket triage, SOC alert summarisation, AI-assisted knowledge base drafting).
•Manage the India-based Service Desk team with daily coordination with US managers; ensure direction, unblock work, escalate capacity constraints, and lead onboarding.
•Monitor team performance against SLAs, quality standards, and service desk metrics.
•Resolve escalated tickets across hardware, software, network, and user access, and oversee Tier 1 SOC operations aligned to incident response playbooks.

Key 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.
•Deep proficiency in PowerShell or Python, with 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.

Experience:8+ yearsIT automationITSMSOC supportEndpoint managementIncident response

Education:Bachelor's in Computer Science, Engineering

Skills:Excellent English communicationSelf-motivatedFollow-throughMentoringCross-timezone coordination

Languages:English

Tech Stack:PowerShellPythonFreshserviceITSMAPI integrationsAILLMSDKPrompt engineeringActive DirectoryM365JamfIntuneEndpoint managementEDRFirewallsIncident responseITILSOCKnowledge 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

Website LinkedIn

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Smartsheet

1 day ago

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

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

Location: Bengaluru

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Sr. Manager level

Key Responsibilities

•Support IT automation initiatives to reduce repetitive work, from identifying repetitive Tier 1 tasks through build, testing, measurement, and mentoring best practices.
•Evaluate and build AI-augmented automation (e.g., intelligent ticket triage, SOC alert summarisation, AI-assisted knowledge base drafting).
•Manage the India-based Service Desk team with daily coordination with US managers; ensure direction, unblock work, escalate capacity constraints, and lead onboarding.
•Monitor team performance against SLAs, quality standards, and service desk metrics.
•Resolve escalated tickets across hardware, software, network, and user access, and oversee Tier 1 SOC operations aligned to incident response playbooks.

Key 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.
•Deep proficiency in PowerShell or Python, with 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.

Experience:8+ yearsIT automationITSMSOC supportEndpoint managementIncident response

Education:Bachelor's in Computer Science, Engineering

Skills:Excellent English communicationSelf-motivatedFollow-throughMentoringCross-timezone coordination

Languages:English

Tech Stack:PowerShellPythonFreshserviceITSMAPI integrationsAILLMSDKPrompt engineeringActive DirectoryM365JamfIntuneEndpoint managementEDRFirewallsIncident responseITILSOCKnowledge base

Company Brief

Smartsheet

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

Website LinkedIn