Senior Manager, Service Desk – IT Automation

🕒 March 12

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Smartsheet

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2005

☁️ SaaS

⚡ Productivity

🤝 B2B

SaaS • Productivity • B2B

Smartsheet is a platform designed to manage projects, automate workflows, and build solutions at scale. It offers a wide range of features including automation, team collaboration, dashboards and reporting, and integrations, allowing businesses to streamline their operations. The platform caters to diverse use cases such as project management, IT portfolio management, marketing management, and more, serving various industries including government, finance, and healthcare. Smartsheet also emphasizes security and data protection, ensuring users' data privacy. Additionally, it offers professional services like consulting, training, and implementation support to maximize the platform's capabilities.

📋 Description

• 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