Smartsheet

1 week ago

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

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Lead India-based Service Desk and IT Automation operations as a hands-on manager, personally building automation and resolving escalated tickets while guiding a team across Service Desk, Tier 1 SOC support, and IT automation engineering. Drive technical maturity through end-to-end automation, scripting, ITSM workflow orchestration, and AI-augmented ticket triage. Partner with US Desktop Support managers, monitor SLAs and quality, and coach engineers on security and incident-response practices.

Location: Bengaluru

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Sr. Manager level

Key Responsibilities

•Lead India-based Service Desk and IT Automation operations, managing the team while personally executing technical automation and escalated ticket resolution.
•Drive IT automation initiatives by identifying repetitive Tier 1 tasks and delivering end-to-end automation from design through build, testing, and measurement.
•Evaluate and implement AI-augmented workflows such as intelligent ticket triage, SOC alert summarisation, and AI-assisted knowledge base drafting.
•Oversee Tier 1 SOC operations, including triage, alert response, and adherence to incident response playbooks.
•Monitor performance against SLAs and service desk metrics, run onboarding sessions, and coach engineers on technical and security best practices.

Key Requirements

•8+ years in IT engineering or Service Desk operations with 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 and experience building scalable IT automation workflows.
•Strong 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; familiarity with Active Directory, M365, and endpoint management.

Experience:8+ yearsITITSMService deskAutomationSecurity operations

Education:

Skills:English communicationSelf-motivationFollow-throughMentoringTechnical leadership

Languages:English

Tech Stack:PowerShellPythonFreshserviceITSMAPI integrationsWorkflow orchestrationAI/LLMActive DirectoryM365JamfIntuneEndpoint managementEDRFirewallsITILSOCIncident response playbooks

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

Loading job details...

Preparing the role view and application actions.

Smartsheet

1 week ago

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

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 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

•Lead India-based Service Desk and IT Automation operations, managing the team while personally executing technical automation and escalated ticket resolution.
•Drive IT automation initiatives by identifying repetitive Tier 1 tasks and delivering end-to-end automation from design through build, testing, and measurement.
•Evaluate and implement AI-augmented workflows such as intelligent ticket triage, SOC alert summarisation, and AI-assisted knowledge base drafting.
•Oversee Tier 1 SOC operations, including triage, alert response, and adherence to incident response playbooks.
•Monitor performance against SLAs and service desk metrics, run onboarding sessions, and coach engineers on technical and security best practices.

Key Requirements

•8+ years in IT engineering or Service Desk operations with 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 and experience building scalable IT automation workflows.
•Strong 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; familiarity with Active Directory, M365, and endpoint management.

Experience:8+ yearsITITSMService deskAutomationSecurity operations

Education:

Skills:English communicationSelf-motivationFollow-throughMentoringTechnical leadership

Languages:English

Tech Stack:PowerShellPythonFreshserviceITSMAPI integrationsWorkflow orchestrationAI/LLMActive DirectoryM365JamfIntuneEndpoint managementEDRFirewallsITILSOCIncident response playbooks

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