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

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