IT Operations Manager - PH

About the Role
The IT Operations Manager is a high-impact, fully remote leadership and operational role for a premier US-based e-commerce management and retail media agency. The firm manages mission-critical storefront operations and advertising across Amazon, Walmart, and Target for household consumer brands. This position serves as the sole practitioner and complete owner of the firm's global IT operations, enterprise infrastructure, security governance, and end-user support. The role operates on a permanent night shift schedule aligned with US business hours (supporting US Eastern to Pacific time zones) from a dedicated home office in the Philippines.

This is a true build rather than an inherited, mature stack: while core platforms like NinjaOne and Google Workspace are already deployed, the operational standards, automations, and governance must be established from the ground up. This role is individually accountable for auditing and correcting platform configurations, designing patch and backup strategies, administering cloud data and AI platform permissions, managing remote hardware lifecycles, and protecting high-stakes administrative credentials for client retail accounts.

The ideal candidate is an autonomous, senior-level builder who thrives without direct reports or intermediary tiers. You must be equally comfortable defining fleet-wide security policies and remotely troubleshooting an endpoint issue before an executive presentation. Strong written English, meticulous documentation habits, and a resilient home office setup are essential to success in this mandate.

Key Responsibilities Endpoint Management & Hardware Lifecycle

• Serve as the sole system owner for NinjaOne, managing endpoint configurations, organization hierarchies, policies, and health across a distributed fleet of Windows and macOS machines.
  

• Architect and execute zero-touch device enrollment, standard operating environment (SOE) software distribution, and remote administration without physical office touchpoints.
  

• Manage end-to-end hardware logistics, including vendor drop-shipping directly to remote employees' homes, tracking hardware asset lifecycles, maintaining a hot-spare pool, and coordinating secure return shipping with verified cryptographic wipes upon employee offboarding.
  

• Configure and administer Google Credential Provider for Windows (GCPW) to unify device sign-ins with Google Workspace accounts, alongside managing macOS device policies.
  

• Enforce Mobile Device Management (MDM) across iOS and Android devices, including compliance profiles, corporate app distribution, defensible BYOD baselines, and instant remote wipe capabilities.
  

Patching, Backup & Business Continuity

• Design and govern an automated patch management strategy in NinjaOne utilizing staged deployment rings, pilot testing, maintenance windows, exception workflows, and proactive rollback procedures for OS and third-party software.
  

• Establish strict patch compliance reporting, continuously evaluating vulnerability risk against vendor update stability.
  

• Formulate and execute comprehensive backup policies covering endpoints, SaaS applications, and Google Workspace, aligned with corporate retention and contractual recovery time objectives (RTO/RPO).
  

• Schedule, execute, and thoroughly document regular live restore tests to ensure data recoverability is proven rather than assumed.
  

• Author and validate business continuity and disaster recovery runbooks addressing high-impact operational disruptions, particularly during critical retail peaks (e.g., Q4, Prime Day).
  

Client Credential Governance & Security Operations

• Manage administrative credentials, multi-factor authentication (MFA), and strict role-based access control (RBAC) across client Amazon Seller/Vendor Central, Walmart Marketplace, and Target Plus accounts under the principle of least privilege.
  

• Maintain a comprehensive inventory of all client API keys, tokens, and third-party execution platform authorizations (e.g., Trellis), managing scheduled secret rotations, scoped permissions, and rapid revocation.
  

• Execute complete, verified client onboarding setups (dedicated mailboxes, distribution groups, credential vaults, standardized Chrome browser profiles, and marketplace invitations) and airtight offboarding teardowns.
  

• Enforce instantaneous, console-verified deprovisioning on employee departure dates to eliminate orphan access across all internal systems and client consoles.
  

• Drive endpoint security hardening, BitLocker/FileVault disk encryption, unified endpoint protection, and rapid incident response for a workforce operating entirely on home and public networks.
  

Cloud Identity, SaaS & AI Tool Governance

• Administer Google Workspace identities, Google Groups, and shared drives, ensuring structural alignment and ongoing reconciliation with active staffing rosters.
  

• Enforce centralized Google Chrome enterprise policies, including mandatory security configurations and browser extension allowlists.
  

• Own infrastructure-level identity and access management (IAM), service accounts, projects, and cost/quota guardrails within Google Cloud Platform (BigQuery).
  

• Administer enterprise AI platforms (e.g., Claude, Gemini), governing licensing, workspace retention settings, data privacy configurations, and role-based permissions for external connectors (MCP/plugins) accessing internal data warehouses.
  

Service Management, Automation & Absence Runbooks

• Provide responsive, end-to-end remote technical support for all global staff through NinjaOne’s ticketing engine, establishing transparent service catalogs and response/resolution SLAs.
  

• Write PowerShell and Bash/Shell scripts to automate routine system administration, proactively remediating recurring endpoint issues to drive down incoming ticket volume.
  

• Continually tune alert thresholds and monitoring parameters across all systems to prevent alert fatigue and ensure every notification warrants action.
  

• Author comprehensive, outsider-ready runbooks and standard operating procedures (SOPs), establishing a structured external retainer or coverage model that maintains seamless IT operations during personal leaves.
  

Requirements Qualifications

• 5+ years of progressive hands-on experience in IT operations, systems administration, or IT service delivery, with at least 2 years directly owning endpoint management for a fleet of 50+ machines.
  

• Demonstrated administrative ownership configuring and managing an RMM or Unified Endpoint Management platform; prior administrative experience in NinjaOne is strongly preferred, though deep background in Datto RMM, ConnectWise Automate, Microsoft Intune, Jamf, Kandji, or Atera is highly transferable.
  

• Deep, practical administration experience with Google Workspace (including Groups, Shared Drives, GCPW, and Chrome Enterprise browser management) within a Google-native cloud environment rather than a pure Microsoft 365/Entra stack.
  

• Proven experience engineering patch management lifecycles (staged rings, maintenance windows, and rollback remediation) and executing hands-on backup restore tests.
  

• Practical proficiency in scripting for endpoint automation and configuration enforcement using PowerShell (Windows) and Shell/Bash (macOS).
  

• Working knowledge of identity governance, role-based access control (RBAC), multi-factor authentication, and privileged credential management; prior exposure to cloud IAM (Google Cloud/BigQuery) or enterprise SaaS governance is an asset.
  

• Professional background within a Managed Service Provider (MSP), fast-paced agency, or multi-tenant setting handling external client accounts is an advantage.
  

• Proven track record of sustaining a permanent overnight schedule supporting US business hours from the Philippines.
  

• A resilient home office setup, including high-speed primary internet, an active backup internet connection, and secondary battery/UPS power infrastructure capable of sustaining operations through local utility outages.
  

• Willingness to complete a 2-hour technical take-home assessment evaluating systems design, access governance, risk prioritization, and technical communication.
  

Key Competencies

• Builder Mindset: Embraces greenfield challenges; energised by taking unverified configurations, zero documentation, and raw tooling and forging them into an audited, structured, and resilient IT operation.
  

• Sole-Practitioner Autonomy: Possesses the self-discipline, resourcefulness, and emotional maturity to operate as a one-person IT department, comfortably alternating between strategic infrastructure governance and daily end-user troubleshooting.
  

• Contractual & Risk Awareness: Understands that managing access to client-owned retail channels transacting millions in revenue requires absolute precision, treating credential hygiene, audit logs, and instant offboarding as critical obligations.
  

• Root-Cause Problem Solver: Instinctively leverages scripting, policy automation, and alert tuning to eliminate systemic issues at the source rather than repeatedly absorbing duplicate tickets.
  

• Documentation & Operational Rigor: Views SOPs, credential inventories, and architecture runbooks as mandatory deliverables, ensuring institutional knowledge survives independently of any single individual.
  

• Clear Written Communicator: Demonstrates exceptional written and verbal English skills, capable of translating complex security mandates into clear end-user instructions and formal enterprise policies.