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IT Manager (Philippines)

CAS

Job Overview

Location

Philippines

Job Type

Full-time

Full Job Description

📋 Description

• Own the end-to-end IT function including people, processes, and performance for a U.S.-focused client base, operating as a full-time independent contractor based in the Philippines.
• Directly manage, coach, and develop IT Specialists and the broader IT team, setting individual and team performance goals, conducting regular 1:1s, and leading performance reviews.
• Build hiring plans and actively participate in recruiting and onboarding as the IT team scales.
• Establish and nurture a team culture centered on ownership, responsiveness, and continuous improvement.
• Own helpdesk performance metrics including SLAs for response time, resolution time, and ticket completion rate; monitor team-wide ticket volume and service trends, and report risks to leadership.
• Serve as the escalation point for complex, high-priority, or unresolved tickets and drive root-cause analysis to reduce recurring issues.
• Manage the full device lifecycle: procurement, provisioning, deployment, maintenance, and retirement, ensuring on-time and on-standard delivery across all client projects.
• Maintain accurate device inventory and asset management practices, and evaluate and recommend tools such as MDM, endpoint management, and ticketing systems to improve efficiency.
• Represent the IT function at a leadership level in client-facing meetings and escalations, translating technical risks and capacity constraints into clear business language.
• Own client satisfaction outcomes related to IT support and device experience, building trusted relationships with key client stakeholders.
• Own and maintain the IT SOP library, ensuring documentation is current, complete, and consistently followed across the team.
• Identify gaps in processes, tooling, or team capacity and proactively propose solutions to improve IT function health.
• Drive cross-functional collaboration with other departments on IT-dependent initiatives and report regularly on IT performance, capacity, and risks to leadership.
• Ensure strict adherence to security protocols including proper access controls, credential management, and secure handling of client equipment and data.
• Operate within a structured communication framework with predictable workflows for internal teams and clients.
• Work exclusively for CAS — no part-time or freelance engagements permitted once hired.

🎯 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

🏖️ Benefits

• Career-level USD compensation: $1,800-$2,000/month based on experience
• 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)

Skills & Technologies

Remote

Degree Required

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About CAS

CAS provides scientific information solutions to researchers, businesses, and governments worldwide. The organization curates and analyzes chemistry and related scientific data to accelerate innovation across pharmaceuticals, biotechnology, materials science, and other research-intensive industries. Its databases, analytics tools, and consulting services connect scientists, patent professionals, and commercial teams with curated chemical substance information, reactions, patents, and literature. CAS is a division of the American Chemical Society and has operated for more than a century, combining human expertise with advanced AI and machine learning to deliver authoritative scientific insights.

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