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

About this job

Smartsheet is a company that has empowered teams to manage work and scale solutions for over 20 years, and it is currently uniting human teams with AI agents to automate manual tasks and uncover insights. As the Sr. Manager, End User Services & IT Automation at Smartsheet's India Global Capability Centre in Bangalore, you will lead IT End User Services in a Mac-first environment. In this role, you sit at the center of the AI and automation strategy for the service desk, managing two teams: Security & Desktop Systems and IT Automation. A normal day involves deciding where AI agents, deterministic automation, and people belong, partnering daily with US IT leadership, owning team performance against SLAs, and remaining close enough to the technology to prototype, review, and debug alongside engineers when necessary.

Responsibilities

• Own the AI and automation strategy for the service desk and lead IT Automation Engineers in delivering it.
• Identify high-volume, repetitive Tier 1 work, prioritize it by impact, and ensure it is automated and measured.
• Lead the India-based Security & Desktop Systems Specialists and align priorities with US counterparts.
• Oversee resolution of tickets across hardware, software, network, and user access while maintaining SLAs.
• Manage desktop administration across a Mac-first fleet including software deployment, configuration, and provisioning.
• Oversee the team's first-line SOC responsibilities, including alert triage, escalation, and response.
• Set clear direction, coach and mentor India-based engineers, and hire and develop top technical talent.

Requirements

• 8+ years in IT support, Service Desk, or end user services operations.
• 4+ years leading technical support teams in matrixed or distributed organisations.
• Hands-on experience applying AI/LLM capabilities to IT workflows, such as function/tool calling or API-based orchestration.
• Experience overseeing Tier 1 security operations, including alert triage, escalation, and incident response.
• Strong hands-on expertise in macOS endpoint management through Jamf, Kandji, Mosyle, or Apple Business Manager.
• Working knowledge of Windows endpoint management through Intune, Okta, Entra ID, Active Directory, and M365.
• Working knowledge of an ITSM platform such as Freshservice and scripting languages like Python, PowerShell, or shell.
• Excellent English communication skills and willingness to join early-morning US handover calls.

Good to have

• Experience building agents with LLM APIs/SDKs or agent frameworks, including retrieval (RAG) over IT knowledge.
• Experience building and scaling a service desk or IT automation function.

Who should apply

This role suits experienced IT leaders with a strong background in service desk operations, desktop management in a Mac-first environment, and implementing AI and automation strategies. Candidates should be comfortable combining people leadership with hands-on technical troubleshooting, possess strong cross-functional communication skills, and have experience working with distributed global teams, particularly aligning with US-based leadership.

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