Sr. Manager, End User Services & IT Automation (Hybrid, Bangalore)

You Will

Desktop Systems

• Lead the India-based Security & Desktop Systems Specialists, working daily with US counterparts to align priorities, coverage, and ways of working
• Own team performance against SLAs, quality standards, and service desk metrics, and drive continuous improvement
• Oversee resolution of tickets across hardware, software, network, and user access
• Own desktop administration across a Mac-first fleet (macOS and Windows), including software deployment, system configuration, user provisioning, enrollment, and hardware lifecycle management
• Step in hands-on when volumes spike, critical issues arise, or the team needs support, and coach people through the fix
• Ensure knowledge base articles and process documentation are current, high quality, and consistently maintained

Security Operations (Tier 1)

• Oversee the team's first-line SOC responsibilities, including alert triage, escalation, and response
• Ensure the team follows incident response playbooks, and improve them as threats and tooling evolve
• Partner with the wider security organisation so Tier 1 handoffs are fast, accurate, and well documented
• Track SOC quality and response metrics, and build the team's security capability over time
• Balance support and security workload so neither is neglected as volumes change

IT Automation Engineering

• Lead the IT Automation Engineers, setting priorities and owning the automation roadmap
• Identify high-volume, repetitive Tier 1 work, prioritise it by impact, and ensure it is automated and measured
• Identify where AI-augmented workflows can meaningfully reduce toil (e.g. intelligent ticket triage, SOC alert summarisation, AI-assisted knowledge base drafting) and direct the team in delivering them
• Set automation standards, review technical designs before deployment, and help debug when automations fail or stall
• Coach engineers on best practices

People Leadership

• Set clear direction, track progress, remove blockers, and escalate capacity constraints
• Design and lead onboarding for new team members
• Coach and mentor India-based engineers and specialists, support their career growth, and hire and develop top technical talent

You Have

Experience

• 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
• Direct experience overseeing or working in security operations, such as SOC triage, alert response, or incident response
• Experience leading or working closely with engineers who build automation or integrations, with enough technical grounding to review their work and set direction
• A track record of setting direction and delivering cross-functional projects through ambiguity
• Proven ability to step into technical problems when the team needs it, and to diagnose and resolve issues credibly

Technical skills

• Deep 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
• Working knowledge of Windows endpoint management through Intune
• Solid understanding of identity and productivity platforms (Active Directory/Entra ID, M365)
• Working experience with Freshservice or a similar ITSM platform, including workflow design and governance
• Working knowledge of EDR platforms (including macOS coverage), firewalls, and incident response practices
• Familiarity with ITIL or equivalent frameworks

Preferred

• Technical background in PowerShell, Python, or shell scripting, with the ability to review and guide automation work
• Experience bringing AI/LLM capabilities into IT workflows via API or SDK, either building them or directing the engineers who do
• Experience with API integrations or workflow orchestration in an ITSM environment

Work Style

• Excellent English communication, strong self-motivation, and reliable follow-through
• Comfortable moving between leading the team and rolling up your sleeves, in a US-directed, India-based structure
• Flexible working hours to accommodate daily India ↔ US coordination
• Degree in Computer Science, Engineering, or equivalent practical experience