Sr. Manager, End User Services & IT Automation

smart Europe GmbH; United States; Hybrid; USD 62,000 - 83,000; Full time

Job summary

Smartsheet is expanding its India Global Capability Centre and seeking a Senior Manager to lead IT End User Services in a Mac-first environment. You will oversee two teams—Security Desktop Systems and IT Automation—defining AI-driven workflows, safeguarding security, and aligning with US leadership on standards.

You will stay hands-on enough to prototype and review with engineers, while guiding teams toward SLA attainment and continuous improvement, with a potential Director path as the GCC

Responsibilities

• Own the AI and automation strategy for the service desk.
• Lead the India-based Security Desktop Systems Specialists.
• Oversee the team SLAs, quality standards, and metrics.
• Manage desktop administration across Mac-first fleet (macOS and Windows).
• Coach engineers and step in during spikes or critical issues.

Job description

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.

At Smartsheet, were scaling our India Global Capability Centre, and were hiring a Senior Manager to lead IT End User Services in a Mac-first environment.

You'll sit at the center of our AI and automation strategy for the service desk, leading two teams: Security Desktop Systems, who pair Service Desk support with first-line security triage, and IT Automation, who build the AI agents and workflows that make that work faster. You'll decide where agents, deterministic automation, and people each belong, and own your teams performance against SLAs and quality targets.

You'll partner daily with our US IT leadership, aligning on standards and sharing what works. For the right candidate, there is a clear path to Director within 12-18 months as we continue to scale the India GCC.

A note on the role:

This is a hands-on leadership role, though not a hands-on-every-day one. Youll stay close enough to the technology to prototype, review, and debug alongside your engineers, and to step in when the team is stretched or something breaks. If you want to lead from a distance, this isnt the right fit. If you want to lead from credibility, it is.

You Will

AI Automation Strategy

• Own the AI and automation strategy for the service desk, lead the IT Automation Engineers in delivering it, and decide which workflows suit AI agents, deterministic automation, or people
• Identify high-volume, repetitive Tier 1 work, prioritise it by impact, and ensure it is automated and measured
• Apply AI where it meaningfully reduces toil (e.g. intelligent ticket triage, SOC alert summarisation, AI-assisted knowledge base drafting), and design and review agent-based workflows end to end, including the tools they call and where a human approves
• Set guardrails for automated actions, including identity verification, least-privilege access, permissions-aware data retrieval, audit logging, and human approval for sensitive requests
• Set automation standards, review technical designs before deployment, and help build, debug, and fix automations when they fail or stall

Security Desktop Systems

• Lead the India-based Security Desktop Systems Specialists, working daily with US counterparts and peer service desk managers in other regions 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 or critical issues arise, and coach people through the fix
• Keep knowledge base articles and process documentation current, high quality, and consistently maintained

Security Operations (Tier 1)

• Oversee the teams 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 teams security capability over time
• Balance support and security workload so neither is neglected as volumes change

People Leadership

• Set clear direction, track progress, remove blockers, and escal capacity constraints
• Partner with peer managers across regions to align service standards, share automation and best practices, and keep the global service desk experience consistent
• 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