Manager, IT Services

• and execute the AI transformation roadmap for IT Services identifying high-impact automation opportunities, selecting tooling, and setting quarterly targets for ticket deflection and mean-time-to-resolution reduction. 

• Build an AI-first culture within the team by establishing training programs and hands-on labs for autonomous agent engineering, ensuring every team member can build, deploy, and maintain AI-driven IT workflows. 

• Establish SLAs, KPIs, and operational dashboards including AI and automation adoption metrics; present monthly summaries to the Director, Corporate ITTechnology Operations leadership. 

• Serve as the on-site IT presence for the Nashville office, providing concierge-level support for executive leadership and C-suite by default. 

• Other duties as assigned. 

Endpoint Management & Intelligent Automation 

• Manage and maintain Own the end-to-end desktop support function: device management, OS imaging, application packaging, and endpoint compliance across Windows, macOS, and mobile platforms. 

• Architect and oversee deployment of intelligent ticket classification and auto-resolution systems targeting 50%+ automation of routine L1 requests within 12 months. 

• Design and implement an autonomous endpoint remediation framework agents that detect compliance drift, failed patches, and configuration anomalies and execute remediation playbooks with minimal human intervention. 

• Establish an AI-powered knowledge management system that automatically generates, updates, and surfaces documentation based on ticket patterns, enabling effective employee self-service. 

• Use AI tools to analyze support trends, surface operational insights, and recommend process improvements backed by data rather than gut feel. 

Security, Lifecycle & Cross-Functional Partnerships 

• Serve as the Tier 3 escalation point for complex desktop, identity, and endpoint issues, with on-call availability for Severity 1 incidents. 

• Partner with Security Operations on endpoint compliance, zero-trust access policies, and response to security incidents involving end-user devices. 

• Foster the integration of AI into employee provisioning and offboarding pipelines connecting HR system events to autonomous workflows that create accounts, configure devices, assign licenses, and verify access. 

• Manage IT asset lifecycle: procurement planning, vendor relationships, inventory tracking, warranty management, and secure disposal. 

This is a hybrid position based in Nashville, TN. 

What You’ll Bring 

• 5+ years of experience in IT services, desktop engineering, or endpoint management, including 2+ years in a people-management role. 

• Proven ability to manage remote and distributed teams across time zones with empathy, clarity, and accountability. 

• Expert-level proficiency with Microsoft Intune, Autopilot, Endpoint Manager, and the Microsoft 365 ecosystem; hands-on administration experience across collaboration and productivity platforms, including user provisioning, permissions, integrations, and policy management. 

• Strong experience with Azure Active Directory / Entra ID: conditional access, group management, and identity lifecycle. 

• Deep knowledge of Windows 10/11 enterprise management at scale; solid macOS experience for device management, policy deployment, and app distribution. 

• Experience managing ITSM workflows and SLA configuration in Jira Service Management or equivalent. 

• Demonstrated experience designing or deploying AI-driven IT service automation ticket triage, autonomous remediation, or self-service provisioning workflows that measurably reduce manual support volume. 

• Track record driving AI adoption across a team: building AI-augmented workflows, measuring impact, and upskilling team members; comfortable balancing long-term automation strategy with day-to-day operational accountability. 

• Customer-first orientation with a genuine passion for employee experience and service excellence; proactively ensures executive and C-suite stakeholders receive an elevated, anticipatory level of support. 

Preferred Skills: 

• Microsoft certifications: MD-102 (Endpoint Administrator), MS-102 (Microsoft 365 Administrator), or equivalent. 

• Hands-on experience with AIOps platforms or autonomous agent tooling applied to IT operations, including self-healing endpoint frameworks. 

• Familiarity with HR system integrations for automated employee lifecycle workflows connecting identity, device, and license provisioning. 

• Background in zero-trust security models and endpoint detection & response (EDR) platforms. 

• Hands-on experience using Claude (Anthropic) as a productivity and engineering tool, including prompt design, workflow automation, and AI-assisted troubleshooting in an IT operations context. 

• ITIL v4 Foundation certification or equivalent service management framework experience. 

What You’ll Get 

At Billtrust, we believe your total rewards should reflect the impact you make. Our benefits package includes comprehensive health coverage, competitive retirement, generous PTO and parental leave, flexible work options, and meaningful investment in your professional development. We’re building something special and we want you to feel supported while doing it. 

At Billtrust, we value an equitable and inclusive work environment and strive to build and foster diverse teams. Even if your work experience doesn’t align exactly with the position requirements, we’d still love to hear from you. You may just be the right candidate for this or other roles. 

We are committed to building a team that represents a variety of diverse backgrounds, perspectives, and skills. We are proud to be an equal opportunity workplace that celebrates and supports diversity and inclusion. We make all employment and related decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. 

The expected base salary range for this position is $100,000 - $110,000 annually.
Compensation may vary depending on several factors, including a candidate’s qualifications, skills, experience, competencies, and geographic location. Some roles may qualify for additional incentives like equity, commissions, or other variable performance-related bonuses. Further details will be provided by our Talent Acquisition team during the interview process.