Manager, IT Services

Posted 5/27/2026 · last confirmed live 8/26/2026

Who We Are Finance leaders choose Billtrust to get paid faster, control costs, and maximize customer satisfaction. As the leader in B2B accounts receivable workflow and payment software, we provide the world’s leading brands with AI-powered solutions across the full AR lifecycle—from invoice presentment and payment processing to cash application and collections. With over 2,600 global customers, more than $1 trillion in invoice dollars processed, and a proprietary network of 13 million buyers, Billtrust delivers business value through deep industry expertise and a culture relentlessly focused on meaningful customer outcomes. We’re an AI-first company, not just in what we build for our customers, but in how we work. Across every function, our teams use AI tools daily to work faster, make better decisions, and deliver higher-quality outcomes. We hire exceptional people, give them cutting-edge AI capabilities, and measure success by the impact they create. If you want to do the best work of your career at the frontier of AI and fintech, Billtrust is the place to do it. Our Values Customers We relentlessly increase value for customer and do the right thing for them. Action We make ‘thoughtfully fast’ decisions, act quickly, cut through red tape, deliver progress not perfection, take ownership and accountability. Team Spirit We put the team ahead of ourselves, foster trust and respect, collaborate with passion, despise toxic politics, value our differences, and celebrate together. Innovation We challenge the status quo, experiment thoughtfully, and are novel and brilliant in what we create. Excellence We love to win, but we hate losing even more. We aspire to be the best and take pride in our work. When we fall short, we own it and come back stronger. About the Role   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. This role sits at the intersection of hands-on IT leadership and AI-powered operational transformation.  What You'll Do Leadership & strategy Partner with the Director, Corporate IT on operational priorities Establish SLAs, KPIs, and operational dashboards; present monthly summaries to leadership Execute the AI transformation roadmap for IT Services with quarterly targets Build an AI-first culture through team training programs and hands-on labs Serve as the on-site IT presence for Nashville; provide concierge-level support for C-suite Drive automation initiatives to reduce ticket volume and improve the employee tech experience Endpoint management & automation Own end-to-end desktop support: device management, OS imaging, app packaging, and endpoint compliance (Windows, macOS, mobile) Architect intelligent ticket classification and auto-resolution systems targeting 50%+ automation of L1 requests within 12 months Design an autonomous endpoint remediation framework to detect and fix compliance drift, failed patches, and config anomalies Build an AI-powered knowledge management system that auto-generates and surfaces documentation from ticket patterns Use AI to analyze support trends and recommend data-backed process improvements Security & cross-functional partnerships Serve as Tier 3 escalation point for complex desktop, identity, and endpoint issues; on-call for Sev1 incidents Partner with Security Operations on endpoint compliance, zero-trust access policies, and incident response Integrate AI into employee provisioning and offboarding pipelines tied to HR system events Manage IT asset lifecycle: procurement, vendor relationships, inventory, warranty, 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.   The expected base salary range for this position is $100,000 - $134,000 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.   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.

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