Qureos Mentor

Smartsheet

<div><div>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 people to focus on what truly matters: judgment, creativity, and big thinking. That is magic at work, and it's what we show up for every day.</div>
Smartsheet is looking for a highly technical leader to head our India-based Service Desk and IT Automation operations. This is a working manager role that requires both hands-on technical execution and team leadership. You will manage a team spanning Service Desk, Tier 1 SOC support, and IT Automation Engineering &mdash; driving the technical maturity of our global support infrastructure through automation, scripting, and deep systems integration.

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.
<h2 class="jobSectionHeader">
You Will</h2>

IT Automation &amp; Architecture
<ul>
<li>Support the IT automation function, driving initiatives that reduce repetitive work and scale operations efficiently</li>
<li>Identify repetitive Tier 1 tasks and drive end-to-end automation from identification through build, testing, and measurement</li>
<li>Mentor team on automation best practices and review technical designs before deployment</li>
</ul>
Team Leadership &amp; Execution
<ul>
<li>Manage India-based Service Desk team with daily coordination with US managers</li>
<li>Ensure clear direction, track progress, remove blockers, and escalate capacity constraints to the Director</li>
<li>Monitor team performance against SLAs, quality standards, and service desk metrics</li>
<li>Lead new employee onboarding sessions</li>
</ul>
Hands-On Technical Contribution
<ul>
<li>Resolve tickets across hardware, software, network, and user access; handle overflow and critical issues</li>
<li>Perform desktop administration: software deployment, system configuration, user provisioning, and hardware lifecycle management</li>
<li>Create and maintain knowledge base articles and process documentation</li>
</ul>
Security &amp; People Development
<ul>
<li>Oversee Tier 1 SOC operations: triage, alert response, and adherence to incident response playbooks</li>
<li>Coach, mentor, and support career growth for India-based engineers; hire and develop top technical talent</li>
</ul><h2 class="jobSectionHeader">You Have</h2>

Experience
<ul>
<li>8+ years in IT engineering or Service Desk operations, including automation engineering experience</li>
<li>4+ years managing or leading technical support teams in matrixed or distributed organizations</li>
<li>Proven track record delivering cross-functional projects with technical ambiguity</li>
</ul>
Technical Skills
<ul>
<li>Deep proficiency in PowerShell or Python; experience building scalable IT automation workflows</li>
<li>Strong hands-on experience with Freshservice (or similar ITSM), including workflow orchestration and API integrations</li>
<li>Experience with Active Directory, M365, Jamf, and endpoint management via Intune and/or Jamf</li>
<li>Working knowledge of EDR platforms, firewalls, and incident response; familiarity with ITIL or equivalent frameworks</li>
</ul>
Work Style
<ul>
<li>Excellent English communication skills; self-motivated with strong follow-through</li>
<li>Comfortable balancing hands-on technical work with management in a US-directed, India-based structure</li>
<li>Flexible to accommodate daily cross-timezone coordination (India US)</li>
<li>Degree in Computer Science, Engineering, or equivalent practical experience</li> 
</ul>
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.<div> 

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&mdash;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, India, and Singapore. 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.

If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know. 


#LI-Remote</div></div>

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

<div><div>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 people to focus on what truly matters: judgment, creativity, and big thinking. That is magic at work, and it's what we show up for every day.</div>
Smartsheet is looking for a Tier 2 Support Escalation Specialist who will be responsible for tackling escalated technical cases from the Support team. They are expected to thoroughly research, test, and document the issue and work directly with customers to resolve their case. The Tier 2 Escalation Specialist works very closely with Tier 3 Escalation Engineers and may often interact with Smartsheet Product &amp; Engineering teams as necessary. The Escalations Team are leaders in the Smartsheet Support organization and looked upon in developing internal processes, helping define KPIs, improving tooling, and identifying areas of opportunity for improvement for the entire organization.

In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to achieve their very best work. Today, we provide a cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better results.

This role is responsible for validating, investigating, resolving and/or escalating customer reported issues from the frontline teams, and updating internal/external documentation of their findings as needed. The ability to rapidly shift focus between tasks is key as the Support Escalations team plays a critical role in crisis management and production service impacting events.

Successful individuals in this role will enjoy researching, creating, testing, and documenting unknown errors for workarounds and reproducing errors with the appropriate level of escalation documentation to ensure successful handoff to the internal engineering teams and Tier 3. This position requires a highly motivated individual who operates independently and thrives on solving Smartsheet's toughest problems for our customers.

Smartsheet is taking the world of work collaboration and project management by storm with its intuitive and extensible spreadsheet-like experience and rock-solid enterprise feature set.

You Will:
<ul>
<li>Handle escalated cases from the Support team with a high sense of urgency and ownership while keeping the customer appropriately apprised of the investigation.</li>
<li>Support customers via email, chat and phone with strong writing skills and excellent phone manner.</li>
<li>Thoroughly understand, reproduce, document, and solve technical issues.</li>
<li>Identify opportunities for improvement to the Smartsheet application, API, and our various apps and integrations.</li>
<li>Work closely with colleagues on a daily basis to help research and resolve the most complex customer impacting issues.</li>
<li>May rarely assist, at the guidance of a Tier 3 Escalation Engineer, investigation of service impacting events by determining impact, capturing customer signals, and helping manage internal &amp; external communications in crisis management production investigations.</li>
<li>Help build and maintain technical and process documentation for internal and external customers.</li>
</ul>
You Have:
<ul>
<li>2+ years support experience, preferably in an escalations capacity and in a SaaS environment</li>
<li>Ability to work independently or collaboratively in a fast-paced environment</li>
<li>A firm grasp of and comfort using cloud applications</li>
<li>General understanding with HTML, CSS, and one or more programming languages (Javascript, Python, Ruby, Java, C#, etc..)</li>
<li>Desire and aptitude to quickly ramp up on new technologies, languages, and frameworks</li>
<li>Confidence and strong interest in problem solving</li>
<li>Excellent interpersonal and communication (written &amp; verbal) skills and prior customer-facing experience</li>
<li>Possess superior technical troubleshooting skills</li>
<li>Experience working with ticketing / CRM tools, Salesforce/Service Cloud a plus</li>
<li>Willingness to engage on complex matters</li>
<li>Comfortable working in ambiguous situations with little to no direction</li>
<li>Ability to recognize and respond accordingly to how any single issue is affecting a customer(s).</li>
<li>Legally eligible to work in the UK on an ongoing basis</li>
</ul>
Perks &amp; Benefits:
<ul>
<li>Employer-paid Private Medical and Dental, additional cost for family members</li>
<li>Monthly contributions toward your pension</li>
<li>Monthly stipend to support your work and productivity</li>
<li>25 days paid for Holiday + Bank Holidays + Flexible Time Away Program</li>
<li>20 weeks fully paid Maternity Leave</li>
<li>12 weeks fully paid Paternity/Adoption Leave</li>
<li>Personal paid Volunteer Day to support our community</li>
<li>Opportunities for professional growth and development including access to Udemy online courses</li>
<li>Company Funded Perks including a counseling membership, salary sacrifice options, and your own personal Smartsheet account.</li>
<li>Teleworking options from any registered location in the UK (role specific)</li></ul><div> 

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&mdash;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, India, and Singapore. 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.

If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know. 


#LI-Remote</div></div>

Tier 2 Escalation Specialist

Join Smartsheet and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Smartsheet

About Company

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

Tier 2 Escalation Specialist