Libra Motors Ltd is a transportation company that is into, Inter/Intra-City Mass Transit, Commuter Insurance Manifest Scheme, Bus Hire, and parcel services.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