About the Job
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 peopl...
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...
Required Skills & Abilities
8+ years in IT support, Service Desk, or end user services operations, with deep working knowledge of the systems and processes involved
4+ years leading technical support teams in matrixed or distributed organisations, including influencing peers and stakeholders across regions without direct authority
Hands-on experience applying AI/LLM capabilities to IT workflows, such as function/tool calling, MCP, or API-based orchestration, and the judgment to know when to use agents, deterministic automation, or humans
Experience overseeing Tier 1 security operations, such as alert triage, escalation, and incident response, ideally including endpoint (EDR) alerts
Experience leading engineers who build automation or integrations, with enough technical depth to review their work, set direction, and contribute when needed
A track record of setting direction and delivering cross-functional projects through ambiguity, and of stepping into technical problems credibly when the team needs it
Strong hands-on expertise in macOS endpoint management through Jamf (or a comparable Apple MDM such as Kandji or Mosyle), including zero-touch enrollment, policy and patch management, and Apple Business Manager. Our fleet is roughly 80% macOS.
Working knowledge of Windows endpoint management through Intune, covering the remaining 20% of our fleet
Solid understanding of identity and productivity platforms (Okta, Entra ID, or Active Directory; M365)
Working knowledge of an ITSM platform such as Freshservice, including workflow design, API integrations, and governance
Working knowledge of scripting or programming (Python, PowerShell, or shell) sufficient to review and contribute to automation work
Familiarity with EDR platforms (including macOS coverage), firewalls, and ITIL or equivalent frameworks
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
Excellent English communication, strong self-motivation, and reliable follow-through
Comfortable moving between leading the team and rolling up your sleeves
Willing to join a short early-morning call for US handover, and the occasional evening global meeting
Degree in Computer Science, Engineering, or equivalent practical experience
If you meet most of this but not every bullet, we'd still like to hear from you.
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.
