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

📋 Description

• Drive the IT automation function, identifying repetitive Tier 1 tasks and owning their automation
• Evaluate and build AI-augmented automation where it meaningfully reduces toil (e.g. intelligent
• Review technical designs before deployment and mentor the team on automation best practices
• Manage the India-based Service Desk team, coordinating daily with US counterparts
• Set clear direction, track progress, remove blockers, and escalate capacity constraints to the
• Monitor team performance against SLAs, quality standards, and service desk metrics

🎯 Requirements

• 8+ years in IT engineering or Service Desk operations, including hands-on automation engineering
• 4+ years managing or leading technical support teams in matrixed or distributed organizations
• A track record of delivering cross-functional projects through technical ambiguity
• Deep proficiency in PowerShell or Python, with experience building scalable IT automation workflows
• Strong hands-on experience with Freshservice (or similar ITSM platform), including workflow
• Experience integrating AI/LLM capabilities into IT workflows via API, SDK, or prompt engineering

🎁 Benefits

• Equal Opportunity Employer (EEO)
• Clear path to Director as we continue scaling the India Global Capability Center
• Work across a number of technologies and hone your skills in a creative environment