IT Manager (Philippines)

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 -…