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