Sr. Manager, End User Services & IT 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 End User Services, including our Service Desk and Tier 1 SOC support, with automation as a key lever for improving how both run.

You'll lead the team that keeps Smartsheet's global workforce productive and secure: a Service Desk delivering fast, high-quality support, and a Tier 1 SOC handling first-line security triage and response. You'll set the operating standards, own performance against SLAs and quality targets, and use automation and AI-augmented workflows to reduce repetitive work and raise the quality of service. You'll stay close enough to the technology to guide it credibly and step in on critical escalations when it matters.

You'll report to the 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

Service Desk & End User Support

Lead the India-based Service Desk, 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, 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

Tier 1 SOC & Security Operations

Oversee Tier 1 SOC operations, 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

Automation & Continuous Improvement

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 guide the team in delivering them

Set automation standards and review technical designs before deployment

People Leadership

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

Design and lead onboarding for new team members

Coach and mentor India-based engineers, 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

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

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

Technical skills

Strong understanding of Active Directory, M365, and endpoint management through Intune and/or Jamf

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

Working knowledge of EDR platforms, firewalls, and incident response practices

Familiarity with ITIL or equivalent frameworks

Preferred

Technical background in PowerShell or Python, 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

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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