Sr. Manager, End User Services & IT Automation (Hybrid, Bangalore)

Own the AI and automation strategy for the service desk, lead the IT Automation Engineers in delivering it, and decide which workflows suit AI agents, deterministic automation, or people

Identify high-volume, repetitive Tier 1 work, prioritise it by impact, and ensure it is automated and measured

Apply AI where it meaningfully reduces toil (e.g. intelligent ticket triage, SOC alert summarisation, AI-assisted knowledge base drafting), and design and review agent-based workflows end to end, including the tools they call and where a human approves

Set guardrails for automated actions, including identity verification, least-privilege access, permissions-aware data retrieval, audit logging, and human approval for sensitive requests

Set automation standards, review technical designs before deployment, and help build, debug, and fix automations when they fail or stall

Lead the India-based Security & Desktop Systems Specialists, working daily with US counterparts and peer service desk managers in other regions to align priorities, coverage, and ways of working

Own team performance against SLAs, quality standards, and service desk metrics, and drive continuous improvement

Oversee resolution of tickets across hardware, software, network, and user access

Own desktop administration across a Mac-first fleet (macOS and Windows), including software deployment, system configuration, user provisioning, enrollment, and hardware lifecycle management

Step in hands-on when volumes spike or critical issues arise, and coach people through the fix

Keep knowledge base articles and process documentation current, high quality, and consistently maintained

Oversee the team's first-line SOC responsibilities, including alert triage, escalation, and response

Ensure the team follows incident response playbooks, and improve them as threats and tooling evolve

Partner with the wider security organisation so Tier 1 handoffs are fast, accurate, and well documented

Track SOC quality and response metrics, and build the team's security capability over time

Balance support and security workload so neither is neglected as volumes change

Set clear direction, track progress, remove blockers, and escalate capacity constraints

Partner with peer managers across regions to align service standards, share automation and best practices, and keep the global service desk experience consistent

Design and lead onboarding for new team members

Coach and mentor India-based engineers and specialists, support their career growth, and hire and develop top technical talent

8+ years in IT support, Service Desk, or end user services operations, with deep working knowledge of the systems and processes involved

4+ years leading technical support teams in matrixed or distributed organisations, including influencing peers and stakeholders across regions without direct authority

Hands-on experience applying AI/LLM capabilities to IT workflows, such as function/tool calling, MCP, or API-based orchestration, and the judgment to know when to use agents, deterministic automation, or humans

Experience overseeing Tier 1 security operations, such as alert triage, escalation, and incident response, ideally including endpoint (EDR) alerts

Experience leading engineers who build automation or integrations, with enough technical depth to review their work, set direction, and contribute when needed

A track record of setting direction and delivering cross-functional projects through ambiguity, and of stepping into technical problems credibly when the team needs it

Experience building agents with LLM APIs/SDKs or agent frameworks, including retrieval (RAG) over IT knowledge

Experience building and scaling a service desk or IT automation function

Excellent English communication, strong self-motivation, and reliable follow-through

Comfortable moving between leading the team and rolling up your sleeves

Willing to join a short early-morning call for US handover, and the occasional evening global meeting

Degree in Computer Science, Engineering, or equivalent practical experience

If you meet most of this but not every bullet, we'd still like to hear from you.

At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. You’ll have the freedom to explore, push boundaries, and grow beyond your role. We welcome diverse perspectives and nontraditional paths—because we know that impact comes from individuals who care deeply and challenge thoughtfully. When you’re doing work that stretches you, excites you, and connects you to something bigger, that’s magic at work. Let’s build what’s next, together.

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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