Sr. Manager, Service Desk & IT Automation (Hybrid, Bangalore)

📋 Description

• Lead India-based Service Desk, SOC, and IT Automation Eng teams
• Hands-on manager: scripting, automation builds, escalated tickets
• Drive automation maturity and AI-augmented workflows across IT ops
• Mentor engineers; enforce SLAs; coordinate with US Desktop Support
• Handle desktop admin tasks: deployment, provisioning, hardware lifecycle
• Align with Director of End User Systems on strategy and delivery

🎯 Requirements

• 8+ years IT engineering or Service Desk ops with hands-on automation
• 4+ years leading technical support teams in distributed orgs
• Proficient in PowerShell or Python; automation workflows
• Freshservice or similar ITSM with API integrations
• AI/LLM integration into IT workflows via API/SDK
• Active Directory, M365, Jamf; Intune endpoint management
• EDR, firewalls; familiar with ITIL or similar frameworks
• Excellent English communication; cross-timezone coordination

🎁 Benefits

• Global, inclusive culture; cross-timezone collaboration
• Equal Opportunity Employer; commitment to non-discrimination