Customer Operations • Senior

Who you are

You have a solid technical background combined with customer service experience — you've successfully led support operations and understand the importance of delivering exceptional service to end users. Your leadership skills enable you to manage a team effectively while maintaining a collaborative environment with US-based managers. You thrive in a matrix structure, ensuring execution and delivery while aligning with strategic goals. You are experienced in providing technical support and have a hands-on approach to problem-solving, which allows you to contribute directly to the team's success.

You possess strong communication skills, enabling you to conduct daily check-ins with US-based managers and prioritize tasks effectively. Your ability to foster a positive team culture is essential, as you lead India-based Service Desk employees and ensure they are motivated and engaged. You understand the nuances of working in a global team and can navigate the challenges that come with it. You are committed to continuous improvement and are always looking for ways to enhance the support experience for users.

What you'll do

As the Senior Manager of Service Desk, you will provide day-to-day management and on-site leadership for India-based Service Desk employees. You will conduct daily check-ins with US-based managers to receive priorities and ensure that your team is aligned with the overall objectives of the organization. Your role will involve both hands-on technical contributions and team leadership, making it essential for you to stay updated on the latest technologies and support practices.

You will be responsible for ensuring that your team delivers outstanding customer service by providing technical support to Smartsheet's end user community. This includes troubleshooting issues, guiding team members in resolving complex problems, and ensuring that service level agreements are met. You will also play a key role in developing training programs for your team to enhance their skills and knowledge, ultimately improving the quality of support provided to users.

Collaboration is a key aspect of this role, as you will work closely with US-based Desktop Support managers to maintain accountability for outcomes and strategic direction. You will be expected to provide feedback and insights on team performance, helping to shape the future of the Service Desk operations. Your leadership will be crucial in creating a supportive environment where team members feel empowered to take ownership of their work and contribute to the success of the organization.

What we offer

At Smartsheet, we believe in creating a workplace that fosters growth and innovation. You will have the opportunity to work in a hybrid environment, allowing for flexibility in your work arrangements. We offer competitive compensation and benefits, along with a culture that values collaboration and teamwork. You will be part of a dynamic organization that is committed to helping teams achieve their goals and unlock their potential. Join us in making a meaningful impact in the world of work.