IT Manager

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee the entire IT function encompassing personnel, processes, and performance.

• Directly manage, mentor, and develop IT Specialists along with the wider IT team.

• Establish individual and team performance objectives; conduct regular one-on-one meetings and performance evaluations.

• Create hiring strategies and engage in recruitment and onboarding as the team expands.

• Manage helpdesk performance in accordance with SLAs, including response times, resolution times, and ticket completion rates.

• Track ticket volume and service metrics; report trends and risks to the leadership team.

• Act as the escalation point for complex, high-priority, or unresolved tickets.

• Implement root-cause initiatives aimed at reducing recurring ticket volume.

• Develop and manage the device lifecycle strategy, which includes procurement, provisioning, deployment, maintenance, and retirement.

• Ensure timely and standardized device deployment across various projects and clients.

• Supervise device inventory accuracy and asset management practices.

• Assess and recommend MDM, endpoint management, and ticketing solutions.

• Represent the IT department in client-facing meetings and escalations.

• Translate technical risks and capacity issues into business language.

• Manage client satisfaction outcomes regarding IT support and device experience.

• Maintain trusted relationships with essential client contacts.

• Own and keep the IT SOP library updated.

• Identify gaps in processes, tooling, and team capacity, and propose effective solutions.

• Foster cross-functional collaboration on IT-dependent projects.

• Regularly report the health, performance, capacity, and risks of the IT function to leadership.

⛳️ Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field.

• A minimum of 4 years of experience in IT support/operations, including 1-2 years in a leadership or team management role.

• Proven success in managing helpdesk operations and meeting SLA-driven performance goals.

• Experience in 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, articulate written and spoken English; comfortable presenting to clients and leadership.

• Proven ability to coach and develop team members.

• Full-time exclusivity required; candidates must not hold any other part-time or freelance roles once hired.

• Availability and willingness to work a shift aligned with U.S. time zones.

• Certificate of Employment from the most recent employer required upon hiring.

• Valid NBI Clearance is necessary for candidates from the Philippines upon hiring.

• Compliance with character and professional reference checks is mandatory.

• LinkedIn profile must be updated to reflect CAS as the new employer.

• Adherence to ActivTrak monitoring practices on company-provided devices is required.

🏝️ Benefits

• Permanent remote work opportunity.

• Complete company equipment provided (laptop, monitor, accessories).

• 15 days of paid time off annually, plus local holidays off.

• Guaranteed annual salary increases.

• Referral rewards of up to $1,000.

• Monthly flexible stipend (CAS Flex Perks).

• Comprehensive onboarding and support structure.

• Competitive career-level USD compensation.

• Full-time exclusivity required.