IT Manager | Remote (Philippines)

The IT Manager is responsible for leading Ethos Support's IT operations, cybersecurity, infrastructure, and technical support functions. This role ensures the organization maintains secure, reliable, and compliant technology systems that support employees, clients, and business operations.

This is a hands-on leadership position requiring technical expertise, operational oversight, incident management, security governance, and team leadership. The ideal candidate is proactive, accountable, detail-oriented, and capable of driving continuous improvement within a distributed workforce environment.

• Lead, mentor, and manage the IT team, establishing clear goals, accountability, and performance standards.
• Develop and maintain IT policies, procedures, and operational documentation.
• Oversee IT support, user access management, device administration, and technology change management.
• Ensure issues are properly prioritized, assigned, investigated, resolved, and documented.
• Drive process improvements, operational efficiency, and service quality.

• Manage cybersecurity operations and strengthen security controls across the organization.
• Administer Microsoft 365, Entra ID, Intune, Defender, Exchange Online, SharePoint, and Teams.
• Oversee endpoint protection, patch management, vulnerability remediation, encryption, and compliance monitoring.
• Lead security investigations, incident response, and remediation efforts.
• Support SOC 2 Type II and other compliance requirements through proper documentation, audits, and control management.

• Lead incident investigations involving infrastructure, applications, security, and connectivity issues.
• Conduct root-cause analysis and ensure corrective actions are completed and verified.
• Define incident response procedures, escalation standards, and communication protocols.
• Conduct post-incident reviews to reduce recurring issues and strengthen operations.

• Develop IT and security dashboards, metrics, and executive reports.
• Track KPIs including device compliance, vulnerability remediation, incident trends, ticket resolution, and system performance.
• Maintain visibility into risks, open issues, remediation efforts, and service levels.

• Manage infrastructure, networks, endpoint monitoring, and technology vendors.
• Oversee connectivity, system reliability, backup strategies, disaster recovery, and business continuity planning.
• Coordinate testing, recovery exercises, and infrastructure improvements.

• Partner with HR, Recruiting, Operations, and Training to support onboarding, offboarding, access management, and equipment deployment.
• Ensure employees have appropriate technology, permissions, and security controls.
• Support client implementations, operational changes, and workforce growth initiatives.

• Manage hardware, software, licensing, procurement, inventory, and asset lifecycle processes.
• Oversee vendor relationships, renewals, licensing utilization, and technology spending.
• Recommend cost-effective technology solutions while maintaining reliability and security.

• Align IT initiatives with business goals, client requirements, and security standards.
• Identify opportunities for automation, standardization, and operational efficiency.
• Develop and maintain a roadmap for technology improvements and future growth.

• 5+ years of progressive IT experience, including at least 2 years in a leadership or management capacity.
• Strong experience with Microsoft 365, Entra ID, Intune, Defender, Exchange Online, Teams, and SharePoint.
• Solid knowledge of cybersecurity, identity and access management, endpoint security, vulnerability management, and incident response.
• Experience conducting root-cause investigations and managing remediation efforts.
• Familiarity with SOC 2, ISO 27001, or similar compliance frameworks.
• Strong networking, infrastructure, and business continuity knowledge.
• Experience managing IT operations in remote or distributed work environments.
• Ability to build reports, analyze technical metrics, and communicate risks effectively.
• Experience managing IT vendors, procurement, licensing, and asset management.
• Excellent leadership, communication, and problem-solving skills.
• Ability to handle confidential information with integrity and professionalism.

• Experience in BPO, contact center, managed services, or client-facing environments.
• Experience supporting SOC 2 Type II audits and client security requirements.
• Familiarity with IT service management (ITSM), ticketing platforms, and service-level reporting.
• Experience leading and developing IT teams.
• Relevant Microsoft, CompTIA, ITIL, cybersecurity, or project management certifications.
  

Ethos Support is a global business process outsourcing partner that helps businesses deliver exceptional customer experiences through flexible, people-powered support teams. Our services include customer support, technical support, customer success, trust and safety, and back-office operations.

We believe employee experience and customer experience reinforce one another. Reliable, secure, and well-managed technology is essential to helping our employees and clients succeed.

• Flexible remote work options.
• Competitive salary and benefits package.
• Opportunity for career growth and professional development.
• A collaborative and inclusive team environment.
• A chance to make a real impact in a rapidly growing company.