IT Manager (Philippines, 100% Remote)

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 ensuring 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 independent contractor 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