Hybrid Senior Manager, Service Desk

at Smartsheet

• Job title: Senior Manager, Service Desk
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: Cloud, Firewalls, ITSM
• Location requirements: Hybrid, Bangalore, India

About the role

• Senior Manager of Service Desk leading India-based support operations for Smartsheet. Managing team performance and ensuring high customer service standards while coordinating with US-based managers.

Responsibilities

• Provide day-to-day management and on-site leadership for India-based Service Desk employees
• Conduct daily check-ins with US-based managers to receive priorities, understand workload requirements, and provide status updates
• Monitor and oversee Tier 1 security operations, including review of security event triage, alert response times, and adherence to incident response playbooks
• Actively participate in ticket resolution to maintain technical proficiency and lead by example
• Troubleshoot and resolve issues related to device hardware, software applications, network connectivity, and user access
• Handle overflow work during peak periods and critical issues that require immediate attention
• Create and maintain knowledge base articles, process documentation, and troubleshooting guides
• Serve as a technical resource and mentor for team members on complex technical issues
• Perform desktop administration tasks including software deployments, system configurations, and user provisioning
• Lead New Employee Onboarding Sessions
• Support IT hardware lifecycle management activities including imaging, deployment, troubleshooting, recovery and replacement
• Monitor individual and team performance to ensure work is getting done according to expectations and timelines
• Provide coaching, mentoring, performance feedback, and career development support for India-based employees
• Serve as the primary on-site escalation point during local business hours
• Ensure India-based team members have clear direction and understand priorities from US-based counterparts
• Remove blockers and provide resources needed for the team to be successful
• Track and communicate progress, challenges, and capacity constraints to US managers and Director
• Monitor team adherence to SLAs, quality standards, and service desk metrics
• Identify opportunities for process improvements and efficiency gains

Requirements

• 5+ years of experience providing support to users in a Service Desk and Security Operations environment
• 2+ years of experience managing or leading technical support teams
• Strong hands-on familiarity with IT systems, SaaS/cloud applications, networks, data security systems, telephony, meeting technologies, computing, and security fundamentals (Firewalls, EDR, and Incident Response)
• Ability to troubleshoot complex technical issues independently and guide team members through resolution
• Experience with Service Desk ticketing systems, remote support tools, and reporting tools
• Knowledge of ITIL or other IT Service Management frameworks
• Excellent verbal and written communication skills in English
• Demonstrated ability to influence team members and manage execution across matrixed organizations
• Self-motivated with excellent follow-through and ability to balance hands-on work with management responsibilities
• Flexibility to accommodate daily check-ins and coordination meetings across time zones
• Comfortable operating in a role where US managers are accountable for outcomes while you ensure work gets done.

Benefits

• 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, and India. 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.