Incident Support Manager

Cwsc; Ashburn (VA); On-site; USD 120,000 - 160,000; Full time

Job summary

Computer World Services seeks an Incident Support Manager to direct incident management operations for the CBP NOC contract. The role focuses on timely response and resolution of network disruptions affecting CBP mission systems.

The candidate will lead incident management, coordinate response teams during outages, ensure proper documentation and reporting, liaise with CBP Incident Managers and senior leadership, and drive continual service improvement through process evaluation.

Qualifications

• Bachelor’s in IT or related field required.
• 10+ years IT operations or incident management experience required.
• ITIL v3 and CIM certifications preferred.
• CCNA or CCNP certification preferred.
• Prior DHS/CBP network ops experience preferred.

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.

Education

Bachelor’s in IT or related field

10+ years IT operations or incident management

ITIL v3 and CIM certifications

CCNA or CCNP certification

Prior DHS or CBP network operations experience

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.

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.

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.
• CCNA or CCNP certification.
• Prior DHS or CBP network operations experience.
• Springfield and Ashburn, VA (with possible travel to Orlando, FL, and other CBP facilities).
• Must have favorably passed a full five‑year background investigation (BI) required by CBP policies and procedures for employment prior to beginning work with CBP.

Employment Equity Statement

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, 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].