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

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 it’s what we show up for every day.

Smartsheet is scaling its India Global Capability Centre, and we're hiring a Senior Manager to lead IT Automation and End User Services, including our Service Desk and Tier 1 SOC support.

You'll set the technical direction for how our support organization operates. You'll lead a team spanning Service Desk, Tier 1 SOC support, and IT Automation Engineering, and you'll be accountable for raising its maturity through automation, systems integration, and increasingly, AI-augmented workflows. You'll define the automation roadmap, decide where to invest, review the team's technical designs, and stay close enough to the technology to guide it credibly, stepping in on critical escalations when it matters.

You'll report to the Sr. Director of End User Systems and partner day to day with our US-based Desktop Support managers, shaping how both regions work together.

For the right candidate, this role has a clear path to Director as we continue scaling our India GCC, with that step anticipated within 12-18 months.

You Will

IT Automation & Architecture

- Own the IT automation strategy: identify high-volume, repetitive Tier 1 work, prioritise it by impact, and ensure it's automated end to end, from scoping through build, testing, and measurement

- Define where AI-augmented automation can meaningfully reduce toil (e.g. intelligent ticket triage, SOC alert summarisation, AI-assisted knowledge base drafting) and guide the team in delivering it

- Set automation standards and review technical designs before deployment, mentoring the team on best practices

Team Leadership & Operations

- Lead the India-based Service Desk team, working daily with US counterparts to align priorities and ways of working

- Set clear direction, track progress, remove blockers, and escalate capacity constraints to the Director

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

- Design and lead onboarding for new team members

Service Delivery & Technical Oversight

- Oversee resolution of tickets across hardware, software, network, and user access, and step in on critical escalations

- Own the desktop administration function, including software deployment, system configuration, user provisioning, and hardware lifecycle management

- Ensure knowledge base articles and process documentation are current, high quality, and consistently maintained

Security & People Development

- Oversee Tier 1 SOC operations, including triage, alert response, and adherence to incident response playbooks

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

You Have

Experience

- 8+ years in IT engineering or Service Desk operations, with a technical foundation in automation (scripting, API integrations, or workflow orchestration)

- 4+ years leading technical support teams in matrixed or distributed organizations

- A track record of setting direction and delivering cross-functional projects through technical ambiguity

Technical Skills

- Strong technical background in PowerShell or Python, with the ability to review, guide, and set standards for scalable IT automation workflows

- Working experience with Freshservice (or a similar ITSM platform), including workflow orchestration and API integrations, and the ability to direct their design and governance

- Experience driving AI/LLM capabilities into IT workflows via API, SDK, or prompt engineering, whether built directly or led through your team

- Solid understanding of Active Directory, M365, 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

- Comfortable balancing hands-on technical work with people management in a US-directed, India-based structure

- Flexible working hours to accommodate daily India ↔ US coordination

Get to Know Us:

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.

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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