IT Manager (Philippines)

About this role

IT Manager

Philippines (100% Remote) · Full-Time Independent Contractor · $1,800-$2,000 USD/month

Be the strategic owner of how technology shows up across our team and for our clients. You lead our IT function end-to-end — setting the standards, building the team, and making sure every ticket, deployment, and client touchpoint reflects a polished, dependable IT operation.

ABOUT THE ROLE

You'll own the full IT function — people, process, and performance. This isn't a behind-the-scenes role — you'll set strategy at the leadership level while staying close enough to the work to unblock a critical issue when it matters.

Your responsibilities span team leadership and IT Specialist management, helpdesk and ticket operations oversight, device lifecycle strategy and deployment governance, client engagement and executive-level communication, and IT strategy, process architecture, and continuous improvement.

Full-time IC with exclusivity. No part-time or freelance engagements once hired.

THE IDEAL CANDIDATE

- Leads by example — your team's standards reflect your own

- Can zoom out to strategy and zoom in to troubleshoot when needed

- Builds systems and people, not just fixes problems

- Is a trusted face in front of clients, translating complexity into confidence

- Proactively spots risks and brings solutions before being asked

- Takes ownership of outcomes, not just tasks

WHAT YOU'LL OWN

Team Leadership & People Management
Build the team that builds the standard.

- Directly manage, coach, and develop the IT Specialist(s) and broader IT team

- Set individual and team performance goals; conduct regular 1:1s and performance reviews

- Build hiring plans and participate in recruiting/onboarding as the team scales

- Create a culture of ownership, responsiveness, and continuous improvement within the team

Helpdesk & Ticket Operations Oversight
Own the metrics, not just the queue.

- Own overall helpdesk performance against SLAs (response time, resolution time, ticket completion rate)

- Monitor team-wide ticket volume and service metrics; report trends and risks to leadership

- Serve as escalation point for complex, high-priority, or unresolved tickets

- Drive initiatives to reduce recurring ticket volume through root-cause analysis

Device Lifecycle & Deployment Strategy
Every device, governed end-to-end.

- Own the end-to-end device lifecycle strategy: procurement, provisioning, deployment, maintenance, and retirement

- Ensure on-time, on-standard deployment across all projects and clients

- Maintain oversight of device inventory accuracy and asset management practices

- Evaluate and recommend tools (MDM, endpoint management, ticketing systems) to improve efficiency

Client Engagement & Stakeholder Management
Be the IT presence clients trust at the leadership level.

- Represent the IT function at a leadership level in client-facing meetings and escalations

- Translate technical risk and capacity into business language for clients and internal stakeholders

- Own client satisfaction outcomes related to IT support and device experience

- Build and maintain trusted relationships with key client points of contact

IT Strategy, Process & Documentation
Leave a system anyone can scale.

- Own the IT SOP library — ensuring it's current, complete, and consistently followed

- Identify gaps in process, tooling, or team capacity and bring forward proposals to address them

- Drive cross-functional collaboration with other departments on IT-dependent initiatives

- Report on IT function health (performance, capacity, risks) to leadership on a regular cadence

WHAT YOU'LL BRING

- Bachelor's degree in Information Technology, Computer Science, or a related discipline

- 4+ years of experience in IT support/operations, with at least 1-2 years in a leadership or team management capacity

- Proven track record managing helpdesk operations and meeting SLA-driven performance targets

- Experience overseeing device provisioning, deployment, and lifecycle management at scale

- Strong familiarity with ticketing systems (e.g., Zendesk, Jira, Freshdesk, or similar) and reporting on team performance

- Confident, polished written and spoken English; comfortable presenting to clients and leadership

- Demonstrated ability to coach and develop direct reports

Preferred (nice to have):

- Experience with network fundamentals, endpoint management, or MDM tools at an administrative/strategic level

- Background in IT asset management or device lifecycle operations

- Experience managing remote or distributed IT teams

- Exposure to client account management or account coordination roles

HOW WE WORK

Quality: Consistent documentation, thorough resolution, and clean device deployments — every time
Security: Follow proper access controls, credential management, and secure handling of client equipment and data
Collaboration: Coordinate with internal teams and clients via structured communication channels and predictable workflows

WHY CAS IS DIFFERENT

We are not a gig platform. We are not a freelance marketplace. We are not short-term staffing.

We invest in professionals who want to build a real career serving U.S. clients. At CAS, you get:

- Career-level USD compensation: $1,800-$2,000/month based on experience

- Permanent remote work — done right

- Full company equipment provided (laptop, monitor, accessories)

- 15 days PTO annually + local holidays off

- Guaranteed annual increases

- Referral rewards up to $1,000

- Monthly flexible stipend (CAS Flex Perks)

- Structured onboarding and support

- A culture that actually shows up

CONTRACT & EXCLUSIVITY

This is an independent contractor engagement based in the Philippines. Full-time exclusivity is required — candidates must not hold other part-time or freelance engagements once hired. Conflict-of-interest checks may apply.

APPLICATION PROCESS

1. Application &…