Smartsheet is looking for an experienced Service Desk leader with a solid technical background combined with customer service experience to lead our India-based support operations. The Senior Manager of Service Desk will be responsible for ensuring an outstanding level of customer service by providing technical support to Smartsheet's end user community while managing India-based team members who support US-based Desktop Support teams.

This is a unique working manager role that requires both hands-on technical contribution and team leadership. The position operates in a collaborative matrix structure, where the India-based manager ensures execution and delivery while US-based managers maintain accountability for outcomes and strategic direction. This role reports directly to the Director of End User Systems with close, cooperative partnership with US-based Desktop Support managers.

You Will

• 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

You Have

• 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

Working Relationship Model:
Direct Report: Director of End User Systems | Daily Coordination: US-based Desktop Support managers | Responsibility: Ensuring work execution and providing on-site team support | Accountability for Outcomes: Resides with US-based managers

Note: This role requires daily coordination with US-based teams and flexibility in working hours to accommodate cross-timezone collaboration.