Manager, IT Services

Responsibilities

• Lead desktop support, endpoint management, and end-user computing functions across a hybrid, multi-geography workforce.
• Partner with the Director of Corporate IT to establish SLAs, KPIs, and operational dashboards.
• Execute the AI transformation roadmap for IT Services, driving automation to reduce ticket volume and improve employee experience.
• Architect intelligent ticket classification, auto-resolution systems, and autonomous endpoint remediation frameworks.
• Own end-to-end desktop support, including device management, OS imaging, app packaging, and endpoint compliance for Windows and macOS.
• Serve as the on-site IT presence in Nashville, providing concierge-level support for C-suite executives.
• Manage the IT asset lifecycle, including procurement, vendor relationships, and secure disposal.

Requirements

• 5+ years of experience in IT services, desktop engineering, or endpoint management.
• 2+ years of experience in a people-management role, with the ability to lead remote and distributed teams.
• Expert-level proficiency with Microsoft Intune, Autopilot, and the Microsoft 365 ecosystem.
• Strong experience with Azure Active Directory / Entra ID, including conditional access and identity lifecycle management.
• Deep knowledge of Windows 10/11 enterprise management and macOS device management.
• Experience managing ITSM workflows and SLA configuration in Jira Service Management or equivalent.
• Demonstrated experience designing or deploying AI-driven IT service automation or self-service provisioning workflows.

Preferred Qualifications

• Microsoft certifications such as MD-102 (Endpoint Administrator) or MS-102 (Microsoft 365 Administrator).
• Hands-on experience with AIOps platforms or autonomous agent tooling applied to IT operations.
• Experience using Claude (Anthropic) for prompt design, workflow automation, and AI-assisted troubleshooting.
• Background in zero-trust security models and endpoint detection & response (EDR) platforms.
• ITIL v4 Foundation certification.

About the Company

Billtrust is a leader in B2B accounts receivable workflow and payment software. We provide AI-powered solutions across the full AR lifecycle to help finance leaders get paid faster and control costs. As an AI-first company, we integrate cutting-edge AI tools into our daily workflows to drive innovation and deliver meaningful customer outcomes.