IT Manager

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 Application & Prescreening Skills & Leadership Aptitude Assessment Profile and Pre-interview Preparation Client Interview Employment Offer and Onboarding READY TO TAKE THE NEXT STEP? Your next big career move starts here. https://jobs.ashbyhq.com/cas