Manager, IT Services

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 w…