IT Manager (Philippines)

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

Responsibilities

• 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

Requirements

• 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

Benefits

Additional Information

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.

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Company Intel

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