Manager, IT Services

Billtrust US Careers•Nashville, TN

4d•Onsite

About The Position

The Manager, IT Services is a critical role responsible for providing desktop support, endpoint management, and end-user computing across Billtrust. Based in Nashville, you will serve as the technical authority for this function, owning Intune device enrollment, imaging and deployment pipelines, and user provisioning across a hybrid, multi-geography workforce. You will partner closely with the Director, Corporate IT on operational priorities and drive automation initiatives that reduce ticket volume and improve the employee technology experience, leveraging AI tools and autonomous workflows to scale impact across the organization. This role sits at the intersection of hands-on IT leadership and AI-powered operational transformation 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 IT Technology 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.

Requirements

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.

Nice To Haves

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.

Responsibilities

Manage and maintain 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.
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.