IT Manager
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Job Description
IT Manager leading CAS’s remote IT operations, helpdesk, device lifecycle, and team performance. Supporting technology delivery and client relationships for U.S.-focused staffing services.
Responsibilities:
- Own the full IT function across people, process, and performance
- Directly manage, coach, and develop IT Specialists and the broader IT team
- Set individual and team performance goals; conduct regular 1:1s and performance reviews
- Build hiring plans and participate in recruiting and onboarding as the team scales
- Own helpdesk performance against SLAs, including response time, resolution time, and ticket completion rate
- Monitor ticket volume and service metrics; report trends and risks to leadership
- Serve as escalation point for complex, high-priority, or unresolved tickets
- Drive root-cause initiatives to reduce recurring ticket volume
- Own device lifecycle strategy covering procurement, provisioning, deployment, maintenance, and retirement
- Ensure on-time, on-standard device deployment across projects and clients
- Oversee device inventory accuracy and asset management practices
- Evaluate and recommend MDM, endpoint management, and ticketing tools
- Represent IT in client-facing meetings and escalations
- Translate technical risk and capacity into business language
- Own client satisfaction outcomes related to IT support and device experience
- Maintain trusted relationships with key client contacts
- Own and maintain the IT SOP library
- Identify process, tooling, and team-capacity gaps and propose solutions
- Drive cross-functional collaboration on IT-dependent initiatives
- Report IT function health, performance, capacity, and risks to leadership regularly
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
- Demonstrated ability to coach and develop direct reports
- Full-time exclusivity required; candidates must not hold other part-time or freelance engagements once hired
- Availability and willingness to work a U.S. time zone shift
- Certificate of Employment from most recent employment required once hired
- Valid NBI Clearance for Philippines candidates required once hired
- Compliance with character and professional reference checks
- LinkedIn profile must be updated to reflect CAS as the new employer
- Compliance with ActivTrak monitoring practices on company-provided devices
Benefits:
- Permanent remote work
- 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
- Career-level USD compensation
- Full-time exclusivity
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