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

Smartsheet · Software & Internet

Bangalore, INDIA
Hybrid
Posted today
IT & Infrastructure

About the job

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 End User Services, including our Security & Desktop Systems team and our IT Automation Engineering team, supporting a Mac-first environment (roughly 80% macOS, 20% Windows).

You'll lead two complementary teams that keep Smartsheet's global workforce productive and secure.

The first is our Security & Desktop Systems Specialists, a cross-functional team that pairs Service Desk support with first-line security triage and response. Employees get one team that fixes their problems and protects them. The second is our IT Automation Engineers, who build the tooling that makes that work faster and more consistent.

You'll set the operating standards, own performance against SLAs and quality targets, and shape the automation roadmap so repetitive work disappears and service quality rises.

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'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.

You Will

Desktop Systems

Lead the India-based Security & Desktop Systems Specialists, working daily with US counterparts 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, critical issues arise, or the team needs support, and coach people through the fix

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

Security Operations (Tier 1)

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

IT Automation Engineering

Lead the IT Automation Engineers, setting priorities and owning the automation roadmap

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

Identify where AI-augmented workflows can meaningfully reduce toil (e.g. intelligent ticket triage, SOC alert summarisation, AI-assisted knowledge base drafting) and direct the team in delivering them

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

Coach engineers on best practices

People Leadership

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

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

You Have

Experience

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

Direct experience overseeing or working in security operations, such as SOC triage, alert response, or incident response

Experience leading or working closely with engineers who build automation or integrations, with enough technical grounding to review their work and set direction

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

Proven ability to step into technical problems when the team needs it, and to diagnose and resolve issues credibly

Technical skills

Deep hands-on expertise in macOS endpoint management through Jamf (or a comparable Apple MDM such as Kandji or Mosyle), including zero-touch enrollment, policy and patch management, and Apple Business Manager

Working knowledge of Windows endpoint management through Intune

Solid understanding of identity and productivity platforms (Active Directory/Entra ID, M365)

Working experience with Freshservice or a similar ITSM platform, including workflow design and governance

Working knowledge of EDR platforms (including macOS coverage), firewalls, and incident response practices

Familiarity with ITIL or equivalent frameworks

Preferred

Technical background in PowerShell, Python, or shell scripting, with the ability to review and guide automation work

Experience bringing AI/LLM capabilities into IT workflows via API or SDK, either building them or directing the engineers who do

Experience with API integrations or workflow orchestration in an ITSM environment

Work Style

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

Comfortable moving between leading the team and rolling up your sleeves, in a US-directed, India-based structure

Flexible working hours to accommodate daily India ↔ US coordination

Degree in Computer Science, Engineering, or equivalent practical experience

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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