Senior Manager, IT Service Desk – Automation

Smartsheet

IT Manager overseeing Service Desk team and automation engineering in Bangalore. Driving technical maturity through automation and hands-on technical contributions.

Posted 7/14/2026full-timeBangalore • 🇮🇳 IndiaSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive experience in IT automation, including hands-on automation engineering with scripting and API integrations. Proven ability to manage technical support teams while ensuring adherence to SLAs and quality standards.

Highest-signal resume keywords

IT Automation EngineeringPowerShell ProficiencyPython ProficiencyFreshservice ExperienceTeam Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ScriptingAPI IntegrationsWorkflow OrchestrationDesktop AdministrationIncident Response

Soft Skills

MentoringCommunication

Tools & Technologies

Active DirectoryM365JamfIntuneEDR Platforms

Industry Keywords

ITSMITILService Desk OperationsCross-Functional ProjectsService Desk Metrics

Tech Stack

Tools & technologies

FirewallsITSMJamfPython

About the role

Key responsibilities & impact

Support the IT automation function, driving initiatives that reduce repetitive work
Identify repetitive Tier 1 tasks and drive end-to-end automation
Evaluate and build AI-augmented automation
Mentor team on automation best practices
Manage India-based Service Desk team and ensure clear direction
Monitor team performance against SLAs, quality standards, and service desk metrics
Resolve tickets across hardware, software, network, and user access
Perform desktop administration tasks
Create and maintain knowledge base articles

Requirements

What you’ll need

8+ years in IT engineering or Service Desk operations, including hands-on automation engineering (scripting, API integrations, or workflow orchestration)
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
Strong hands-on experience with Freshservice (or similar ITSM)
Experience integrating AI/LLM capabilities into IT workflows via API, SDK, or prompt engineering
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

Benefits

Comp & perks

Equal Opportunity Employer
Inclusive environment with diverse perspectives
Support for career growth
Employee ideas are heard