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

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.

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.

Senior Manager, Service Desk & IT Automation

Key skills