Service Tech Manager Jobs in Tennessee (NOW HIRING)

• 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

• 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

• 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 - $110,000 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.