IT Manager (Philippines)

IT ManagerPhilippines (100% Remote) · Full-Time Independent Contractor · $1,800-$2,000 USD/monthBe 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 ROLEYou'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 CANDIDATELeads by example — your team's standards reflect your ownCan zoom out to strategy and zoom in to troubleshoot when neededBuilds systems and people, not just fixes problemsIs a trusted face in front of clients, translating complexity into confidenceProactively spots risks and brings solutions before being askedTakes ownership of outcomes, not just tasks WHAT YOU'LL OWNTeam Leadership & People Management Build the team that builds the standard.Directly manage, coach, and develop the IT Specialist(s) and broader IT teamSet individual and team performance goals; conduct regular 1:1s and performance reviewsBuild hiring plans and participate in recruiting/onboarding as the team scalesCreate a culture of ownership, responsiveness, and continuous improvement within the teamHelpdesk & 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 leadershipServe as escalation point for complex, high-priority, or unresolved ticketsDrive initiatives to reduce recurring ticket volume through root-cause analysisDevice Lifecycle & Deployment Strategy Every device, governed end-to-end.Own the end-to-end device lifecycle strategy: procurement, provisioning, deployment, maintenance, and retirementEnsure on-time, on-standard deployment across all projects and clientsMaintain oversight of device inventory accuracy and asset management practicesEvaluate and recommend tools (MDM, endpoint management, ticketing systems) to improve efficiencyClient 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 escalationsTranslate technical risk and capacity into business language for clients and internal stakeholdersOwn client satisfaction outcomes related to IT support and device experienceBuild and maintain trusted relationships with key client points of contactIT Strategy, Process & Documentation Leave a system anyone can scale.Own the IT SOP library — ensuring it's current, complete, and consistently followedIdentify gaps in process, tooling, or team capacity and bring forward proposals to address themDrive cross-functional collaboration with other departments on IT-dependent initiativesReport on IT function health (performance, capacity, risks) to leadership on a regular cadence WHAT YOU'LL BRINGBachelor's degree in Information Technology, Computer Science, or a related discipline4+ years of experience in IT support/operations, with at least 1-2 years in a leadership or team management capacityProven track record managing helpdesk operations and meeting SLA-driven performance targetsExperience overseeing device provisioning, deployment, and lifecycle management at scaleStrong familiarity with ticketing systems (e.g., Zendesk, Jira, Freshdesk, or similar) and reporting on team performanceConfident, polished written and spoken English; comfortable presenting to clients and leadershipDemonstrated ability to coach and develop direct reportsPreferred (nice to have):Experience with network fundamentals, endpoint management, or MDM tools at an administrative/strategic levelBackground in IT asset management or device lifecycle operationsExperience managing remote or distributed IT teamsExposure to client account management or account coordination roles HOW WE WORKQuality: 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 DIFFERENTWe 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 experiencePermanent remote work — done rightFull company equipment provided (laptop, monitor, accessories)15 days PTO annually + local holidays offGuaranteed annual increasesReferral rewards up to $1,000Monthly flexible stipend (CAS Flex Perks)Structured onboarding and supportA culture that actually shows up CONTRACT & EXCLUSIVITYThis 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 PROCESSApplication & PrescreeningSkills & Leadership Aptitude AssessmentProfile and Pre-interview PreparationClient InterviewEmployment Offer and Onboarding READY TO TAKE THE NEXT STEP?Your next big career move starts here.<https://jobs.ashbyhq.com/cas>