Billtrust is seeking a Manager, IT Services to provide desktop support, endpoint management, and end-user computing across the company. The successful candidate will have experience in IT services, desktop engineering, or endpoint management, and will be responsible for managing remote and distributed teams, designing and implementing AI-driven IT service automation, and driving AI adoption across the team.
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.
- 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.
- Customer-first orientation with a genuine passion for employee experience and service excellence.
- 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, 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, ITIL v4 Foundation certification or equivalent service management framework experience.
Benefits
- Comprehensive health coverage
- Competitive retirement
- Generous PTO and parental leave
- Flexible work options
- Meaningful investment in your professional development
