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

2 hours, 12 minutes ago
India
Full-time
Lead
DevOps Engineer
DevOps and Infrastructure
Active Directory PowerShell Python
Apply Now
Smartsheet

Smartsheet

Smartsheet provides an enterprise work management platform that enables teams to efficiently manage projects, automate processes, and enhance collaboration through a user-friendly interface that combines spreadsheet functionality with advanced workflow...

Internet Software & Services
1K-5K
Founded 2005
View All Jobs 74

Description

  • Lead the India-based Service Desk, Tier 1 SOC support, and IT Automation Engineering team in close coordination with US managers.
  • Identify repetitive Tier 1 tasks and drive end-to-end automation from discovery through build, testing, and measurement.
  • Mentor the team on automation best practices and review technical designs before deployment.
  • Track team progress, remove blockers, and escalate capacity constraints to the Director of End User Systems.
  • Monitor performance against SLAs, quality standards, and service desk metrics.
  • Resolve overflow and critical tickets across hardware, software, network, and user access issues.
  • Perform desktop administration tasks including software deployment, system configuration, user provisioning, and hardware lifecycle management.
  • Create and maintain knowledge base articles and process documentation.
  • Oversee Tier 1 SOC operations, including triage, alert response, and adherence to incident response playbooks.
  • Coach, mentor, hire, and develop India-based engineers and support their career growth.

Requirements

  • 8+ years of experience in IT engineering or Service Desk operations, including automation engineering experience.
  • 4+ years of experience managing or leading technical support teams in matrixed or distributed organizations.
  • Proven experience delivering cross-functional projects in technically ambiguous environments.
  • Deep proficiency in PowerShell or Python.
  • Experience building scalable IT automation workflows.
  • Strong hands-on experience with Freshservice or a similar ITSM platform, including workflow orchestration and API integrations.
  • Experience with Active Directory, M365, Jamf, and endpoint management tools such as Intune and/or Jamf.
  • Working knowledge of EDR platforms, firewalls, and incident response.
  • Familiarity with ITIL or equivalent frameworks.
  • Excellent English communication skills and strong follow-through.
  • Comfortable balancing hands-on technical work with management in a US-directed, India-based structure.
  • Flexible to accommodate daily India-to-US cross-timezone coordination.
  • Degree in Computer Science, Engineering, or equivalent practical experience.

Benefits

  • Remote work arrangement indicated by #LI-Remote.
  • Opportunity to work in a highly collaborative, global team environment.
  • Inclusive, equal opportunity employer committed to a supportive interview experience.
  • Freedom to explore, push boundaries, and grow beyond the role.
  • Real impact through work that contributes to global support operations and automation improvements.

Interested in this position?

Apply directly on the company website

Apply Now

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