Problem Support Manager

Cwsc; Ashburn (VA); On-site; USD 95,000 - 140,000; Full time

Job summary

Computer World Services seeks a Problem Support Manager to lead the problem management function for CBP’s Network Operations Center. The role focuses on identifying and eliminating root causes that impact network availability.

The candidate will conduct RCAs, maintain problem records in ServiceNow, and coordinate reviews, with travel to CBP facilities as needed and a background check requirement.

Qualifications

• 6+ years in problem or network support management.
• Bachelor’s degree in IT, Engineering, or related field.
• ITIL v3 and CCNA certification.
• CCNP or CompTIA Network+ certification.
• Experience with Federal ITIL processes.
• Travel to 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.

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.

Skills

Root cause analysis

ServiceNow

Stakeholder reporting

Networking fundamentals

Education

Bachelor’s degree in IT/Engineering

Tools

ITIL v3

CCNA

CCNP or Net+

Job description

Problem Support Manager – Role Overview

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 role focuses on identifying and eliminating root causes that impact network availability.

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.

Qualifications

• 6+ years of experience in problem or network support management.
• Bachelor’s degree in IT, Engineering, or related field.
• ITIL v3 and CCNA certification.
• CCNP or CompTIA Network+ certification.
• Experience with Federal ITIL processes.
• 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.

Employment and Diversity

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].