For over 20 years, Smartsheet has empowered teams to manage work seamlessly and scale solutions smarter. Now, in our most ambitious chapter yet, we are uniting human teams with AI agents. By orchestrating the work agents do best, automating manual tasks and uncovering insights at scale, we create the space for people to focus on what truly matters: judgment, creativity, and big thinking. That is magic at work, and its what we show up for every day.

Smartsheet is looking for a highly technical Sr. Manager to lead our India-based Service Desk and IT Automation operations. This is a hands-on, working manager role you will be personally executing technical work (scripting, automation builds, escalated ticket resolution) and leading a team, not just overseeing one. If you're looking for a purely strategic or delegation-only leadership role, this isn't it.

You will manage a team spanning Service Desk, Tier 1 SOC support, and IT Automation Engineering driving the technical maturity of our global support infrastructure through automation, scripting, deep systems integration, and increasingly, AI-augmented workflows (e.g. intelligent ticket triage, SOC alert summarisation, AI-assisted knowledge base drafting).

This role reports directly to the Director of End User Systems, with close, cooperative partnership with US-based Desktop Support managers.

You Will

IT Automation & Architecture

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
Evaluate and build AI-augmented automation where it reduces toil e.g. intelligent ticket triage, SOC alert summarisation, AI-assisted knowledge base drafting
Mentor team on automation best practices and review technical designs before deployment

Team Leadership & Execution

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

Hands-On Technical Contribution

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

Security & People Development

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

You Have

Experience

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

Technical Skills

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 integrating AI/LLM capabilities into IT workflows via API, SDK, or prompt engineering not limited to using vendor AI toggles (e.g. Freshservice Freddy) out of the box
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

Work Style

Excellent English communication skills; self-motivated with strong follow-through
Comfortable balancing hands-on technical work with management in a US-directed, India-based structure
Flexible to accommodate daily cross-timezone coordination (India US)
Degree in Computer Science, Engineering, or equivalent practical experience

Note: This role requires daily coordination with US-based teams and flexibility in working hours to accommodate cross-timezone collaboration.

Get to Know Us:

At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. Youll have the freedom to explore, push boundaries, and grow beyond your role. We welcome diverse perspectives and nontraditional pathsbecause we know that impact comes from individuals who care deeply and challenge thoughtfully. When youre doing work that stretches you, excites you, and connects you to something bigger, thats magic at work. Lets build whats next, together.

Equal Opportunity Employer:

Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, India, and Singapore. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

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

Smartsheet

Job Description