Problem Support Manager

Computer World Services; Ashburn (GA); Hybrid; USD 80,000 - 110,000; Full time

Job summary

Dormont Manufacturing Co is seeking a Problem Support Manager to lead the problem management function at the U.S. Customs and Border Protection’s Network Operations Center. The position requires a strong focus on root cause analysis and managing records in ServiceNow.

The ideal candidate will have over 6 years of experience in network support management, along with a Bachelor’s degree in a relevant field. Must possess ITIL and CCNA certifications. This role will ensure improved network availability by addressing recurring issues effectively.

Qualifications

• 6+ years of experience in problem or network support management.
• Proven ability to conduct root cause analysis (RCA) for recurring incidents.
• Familiarity with Federal ITIL processes preferred.

Responsibilities

• Lead the Problem Management function at CBP's NOC.
• Ensure identification and elimination of root causes impacting network availability.
• Provide trend analysis reports to stakeholders.

Skills

Problem management

Network support management

Root cause analysis

Trend analysis

ServiceNow

Education

Bachelor’s in IT, Engineering, or related field

ITIL v3 certification

CCNA certification

Tools

CCNP certification

CompTIA Network+ certification

Job description

CWS seeks a Problem Support Manager to lead the problem management function for the U.S.

Customs and Border Protection’s (CBP) Network Operations Center (NOC) contract.

The Problem Support Manager leads the Problem Management function, ensuring identification and elimination of root causes impacting network availability.

Duties & Responsibilities

• Conduct root cause analysis (RCA) for recurring incidents.
• Maintain and manage problem records in ServiceNow.
• Identify corrective and preventive actions.
• Provide trend analysis reports to CBP stakeholders.
• Coordinate problem review boards and follow-up activities.

Required Qualifications

• 6+ years of experience in problem or network support management.
• Bachelor’s in IT, Engineering, or related field.
• ITIL v3 and CCNA certification.

Preferred Qualifications

• CCNP or CompTIA Network+ certification.
• Experience with Federal ITIL processes.

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]