About the role
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
