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, we're scaling our India Global Capability Centre, and we're 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. You'll 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 isn't 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 team's 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
- Trac