Information Technology Support Manager at Libra Motors Limited

Job Summary

• We are seeking an experienced and proactive IT Support Manager to lead and manage the organization’s IT support and service desk operations and IT support Officers. The role is responsible for ensuring reliable, secure, and efficient IT services across the business, while delivering high-quality user support and maintaining agreed service levels.
• The IT Support Manager will oversee support teams, manage incidents and escalations, improve service delivery processes, and ensure that IT systems effectively support business and operational needs.

Key Responsibilities

IT Support & Service Management

• Manage daily IT support and service desk operations
• Ensure timely resolution of incidents, service requests, and technical issues
• Establish, monitor, and improve SLAs and KPIs
• Act as the final escalation point for complex technical issues

Team Leadership & Management

• Lead, mentor, and supervise IT support staff
• Allocate workloads and manage shift schedules where applicable
• Conduct performance reviews and skills development plans
• Promote best practices, accountability, and customer-focused service delivery

Incident, Problem & Change Management

• Ensure proper handling of incidents, problems, and change requests
• Perform root cause analysis and implement permanent fixes
• Coordinate system changes and upgrades with minimal business disruption
• Maintain clear escalation and communication procedures

Infrastructure & Systems Oversight

• Oversee support for:
• End-user devices (desktops, laptops, printers)
• Operating systems (Windows, basic Linux knowledge – advantage)
• Networks (LAN, WAN, VPN, Wi-Fi)
• Email and collaboration platforms (Microsoft 365, Teams)
• Support business-critical applications and enterprise systems
• Coordinate with vendors and third-party service providers

Security, Compliance & Risk

• Enforce IT security policies and access controls
• Support cybersecurity best practices (patching, antivirus, backups)
• Assist with audits, compliance, and risk assessments
• Ensure data protection and system availability

Documentation & Reporting

• Maintain accurate IT documentation, procedures, and knowledge base
• Prepare regular service reports, incident summaries, and management dashboards
• Track asset inventory and lifecycle management

Continuous Improvement

• Identify service gaps and implement process improvements
• Drive automation and efficiency within support operations
• Recommend tools, technologies, and improvements aligned with business needs

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field
• 5+ years of experience in IT support or service desk roles
• 2+ years in a supervisory or managerial capacity
• Strong understanding of enterprise IT environments
• Proven experience managing teams and IT service delivery

Technical Skills & ToolsMust-Have Technical Knowledge

• Windows operating systems and user support
• Networking fundamentals (TCP/IP, DNS, DHCP, VPN)
• Hardware troubleshooting and asset management
• Microsoft 365 (Outlook, Teams, SharePoint)
• Backup and basic disaster recovery concepts

Tools & Platforms

• ITSM / Ticketing tools (ServiceNow, Jira Service Management, Freshservice, Zendesk, etc.)
• Remote support tools (AnyDesk, TeamViewer, RDP)
• Monitoring and reporting tools (basic level)
• Microsoft Office (Excel, Word, PowerPoint)

Methodologies & Frameworks

• ITIL (Incident, Problem, Change, Service Request, SLA management)
• Basic understanding of security and compliance frameworks

Soft Skills & Competencies

• Strong leadership and people management skills
• Excellent communication and customer service orientation
• Analytical thinking and problem-solving
• Ability to work under pressure and manage escalations
• Strong organizational and time management skills

Preferred / Added Advantages

• ITIL certification
• Experience in logistics, transportation, or operational environments
• Experience supporting 24/7 or mission-critical systems
• Exposure to cloud platforms (Azure or AWS)
• Vendor and contract management experience