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

2 hours, 12 minutes ago
Full-time
Lead
DevOps and Infrastructure
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

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

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