Senior Manager, Service Desk
Smartsheet
full-time
Posted on:
Location Type: Hybrid
Location: Bangalore • India
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Job Level
About the role
- Provide day-to-day management and on-site leadership for India-based Service Desk employees
- Conduct daily check-ins with US-based managers to receive priorities, understand workload requirements, and provide status updates
- Monitor and oversee Tier 1 security operations, including review of security event triage, alert response times, and adherence to incident response playbooks
- Actively participate in ticket resolution to maintain technical proficiency and lead by example
- Troubleshoot and resolve issues related to device hardware, software applications, network connectivity, and user access
- Handle overflow work during peak periods and critical issues that require immediate attention
- Create and maintain knowledge base articles, process documentation, and troubleshooting guides
- Serve as a technical resource and mentor for team members on complex technical issues
- Perform desktop administration tasks including software deployments, system configurations, and user provisioning
- Lead New Employee Onboarding Sessions
- Support IT hardware lifecycle management activities including imaging, deployment, troubleshooting, recovery and replacement
- Monitor individual and team performance to ensure work is getting done according to expectations and timelines
- Provide coaching, mentoring, performance feedback, and career development support for India-based employees
- Serve as the primary on-site escalation point during local business hours
- Ensure India-based team members have clear direction and understand priorities from US-based counterparts
- Remove blockers and provide resources needed for the team to be successful
- Track and communicate progress, challenges, and capacity constraints to US managers and Director
- Monitor team adherence to SLAs, quality standards, and service desk metrics
- Identify opportunities for process improvements and efficiency gains
Requirements
- 5+ years of experience providing support to users in a Service Desk and Security Operations environment
- 2+ years of experience managing or leading technical support teams
- Strong hands-on familiarity with IT systems, SaaS/cloud applications, networks, data security systems, telephony, meeting technologies, computing, and security fundamentals (Firewalls, EDR, and Incident Response)
- Ability to troubleshoot complex technical issues independently and guide team members through resolution
- Experience with Service Desk ticketing systems, remote support tools, and reporting tools
- Knowledge of ITIL or other IT Service Management frameworks
- Excellent verbal and written communication skills in English
- Demonstrated ability to influence team members and manage execution across matrixed organizations
- Self-motivated with excellent follow-through and ability to balance hands-on work with management responsibilities
- Flexibility to accommodate daily check-ins and coordination meetings across time zones
- Comfortable operating in a role where US managers are accountable for outcomes while you ensure work gets done.
Benefits
- Equal Opportunity Employer
- Commit to fostering an inclusive environment
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Service Desk supportSecurity OperationsIT systemsSaaS applicationscloud applicationsnetwork troubleshootingdata security systemsFirewallsEDRIncident Response
Soft Skills
leadershipcommunicationmentoringcoachingproblem-solvinginfluencingself-motivationflexibilityteam performance monitoringprocess improvement