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 looking for a highly technical Sr. Manager to lead our India-based Service Desk and IT Automation operations. This is a hands-on, working manager role — you will be personally executing technical work (scripting, automation builds, escalated ticket resolution) and leading a team, not just overseeing one. If you're looking for a purely strategic or delegation-only leadership role, this isn't it.
You will manage a team spanning Service Desk, Tier 1 SOC support, and IT Automation Engineering — driving the technical maturity of our global support infrastructure through automation, scripting, deep systems integration,



and increasingly, AI-augmented workflows (e.g. intelligent ticket triage, SOC alert summarisation, AI-assisted knowledge base drafting).
This role reports directly to the Director of End User Systems, with close, cooperative partnership with US-based Desktop Support managers.
You Will
IT Automation & Architecture
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
Evaluate and build AI-augmented automation where it reduces toil — e.g. intelligent ticket triage, SOC alert summarisation, AI-assisted knowledge base drafting
Mentor team on automation best practices and review technical designs before deployment
Team Leadership & Execution
Manage India-based Service Desk team with daily coordination with US managers

📌 Sr. Manager, Service Desk (Bengaluru)
🏢 Smartsheet
📍 Bengaluru