Incident Support Manager

Dormont Manufacturing Co; Ashburn (GA); On-site; USD 90,000 - 120,000; Full time

Job summary

Dormont Manufacturing Co is looking for an Incident Support Manager to lead incident management operations for the U.S. Customs and Border Protection’s Network Operations Center contract. The role will involve directing incident management efforts and ensuring timely resolutions for network disruptions.

The ideal candidate will have over 10 years of IT operations experience, hold a Bachelor’s in IT, and possess ITIL v3 and CIM certifications. Strong leadership and coordination skills are essential for organizing teams during critical events.

Qualifications

• 10+ years in IT operations or network incident management.
• Must have favorably passed a full five year background investigation required by CBP.

Responsibilities

• Lead incident management and restoration efforts.
• Coordinate response teams during major outages.
• Ensure proper documentation and root cause tracking.

Skills

IT operations

Network incident management

Team coordination

Incident management documentation

Service improvement

Education

Bachelor’s in IT or related field

Tools

ITIL v3

Certified Incident Manager (CIM)

CCNA

CCNP

Job description

CWS seeks an Incident Support Manager to direct incident management operations for the U.S. Customs and Border Protection’s (CBP) Network Operations Center (NOC) contract. The Incident Support Manager directs incident management operations, ensuring timely response and resolution of network disruptions affecting CBP mission systems.

Duties & Responsibilities

• Lead incident management and restoration efforts.
• Coordinate response teams during major outages or critical events.
• Ensure proper documentation, root cause tracking, and reporting.
• Liaise with CBP Incident Managers and senior leadership.
• Drive continual service improvement through process evaluation.

Required Qualifications

• Bachelor’s in IT or related field.
• 10+ years in IT operations or network incident management.
• ITIL v3 and Certified Incident Manager (CIM) certifications.

Preferred Qualifications

• CCNA or CCNP certification.
• Prior DHS or CBP network operations experience.

Place of Performance

• Springfield and Ashburn, VA (with possible travel to Orlando, FL, and other CBP facilities).

Clearance

• Must have favorably passed a full five (5) year background investigation (BI) required by CBP policies and procedures for employment prior to beginning work with CBP.

Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources at [e-mail].