Smartsheet

Senior Manager, Service Desk – IT Automation

Smartsheet

full-time

Posted on:

Location Type: Hybrid

Location: Bangalore • India

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Job Level

Senior

Tech Stack

FirewallsITSMJamfPython

About the role

  • Support the IT automation function, driving initiatives that reduce repetitive work and scale operations efficiently
  • Identify repetitive Tier 1 tasks and drive end-to-end automation from identification through build, testing, and measurement
  • Mentor team on automation best practices and review technical designs before deployment
  • Manage India-based Service Desk team with daily coordination with US managers
  • Ensure clear direction, track progress, remove blockers, and escalate capacity constraints to the Director
  • Monitor team performance against SLAs, quality standards, and service desk metrics
  • Lead new employee onboarding sessions
  • Resolve tickets across hardware, software, network, and user access; handle overflow and critical issues
  • Perform desktop administration: software deployment, system configuration, user provisioning, and hardware lifecycle management
  • Create and maintain knowledge base articles and process documentation
  • Oversee Tier 1 SOC operations: triage, alert response, and adherence to incident response playbooks
  • Coach, mentor, and support career growth for India-based engineers; hire and develop top technical talent

Requirements

  • 8+ years in IT engineering or Service Desk operations, including automation engineering experience
  • 4+ years managing or leading technical support teams in matrixed or distributed organizations
  • Proven track record delivering cross-functional projects with technical ambiguity
  • Deep proficiency in PowerShell or Python; 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
  • Working knowledge of EDR platforms, firewalls, and incident response; familiarity with ITIL or equivalent frameworks
  • Excellent English communication skills; self-motivated with strong follow-through
  • Degree in Computer Science, Engineering, or equivalent practical experience
Benefits
  • Flexible working arrangements
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
IT automationPowerShellPythonworkflow orchestrationAPI integrationsActive DirectoryM365JamfIntuneendpoint management
Soft Skills
mentoringcommunicationself-motivatedproblem-solvingteam leadershipproject managementcoachingcareer developmentdirection settingprogress tracking