Sr. Manager, End User Services & IT Automation (Hybrid, Bangalore)
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Job Description
Structured overview of role & requirementsAbout This Role
Lead and manage India-based Security & Desktop Systems Specialists and IT Automation Engineering teams supporting a Mac-first environment (80% macOS, 20% Windows).
Own team performance against SLAs, quality standards, and service desk/security metrics, driving continuous improvement and operational excellence.
Set IT automation roadmap prioritizing high-impact repetitive work and AI-augmented workflows to improve efficiency and service quality.
Minimum Requirements
8+ years in IT support, Service Desk, or end user services operations with deep systems/process knowledge.
4+ years leading technical support teams in matrixed or distributed organizations.
Hands-on expertise in macOS endpoint management via Jamf or similar Apple MDM; working knowledge of Windows endpoint management through Intune.
Experience overseeing or working in security operations including SOC tier 1 triage, alert and incident response.
Ideal Candidate Profile
Strong leadership experience managing both service desk/security operational teams and technical automation engineers in a cross-regional setup.
Technical grounding to review and direct automation engineering work, including scripting skills (PowerShell, Python, shell) and experience with ITSM integrations and emerging AI/LLM workflows.
Comfortable operating in a US-directed, India-based structure requiring flexible hours and collaborative coordination across geographies.