Problem Support Manager

Overview

MicroTech is currently seeking a Problem Support Manager to support the Customs and Border Protection (CBP) in Orlando, FL. This position is contingent upon award, one that will offer you the opportunity to be part of a cohesive and dynamic team providing mission critical support.

Responsibilities

Responsible for managing the lifecycle of all network infrastructure problems.  Responsible for making temporary solutions (workarounds) available to incident management and for managing the development of final solutions for known errors.  Responsible for performing trend analysis of incidents to prevent future incidents from happening.  Responsible for problem identification, recording, investigation and diagnosis.  Responsible for communicating with the CBP Problem Manager and other GSs for all problems. Will act at the contract Point of Contract (POC) for all Problem oversight and coordination.  Responsible for the effective implementation of the CBP Problem Management process and for ensuring that problems are managed and reported in accordance with the CBP Problem Management process.  Responsible for ensuring that all problems are properly resolved and closed.  Responsible for providing recommendations to the CBP Problem Manager for the on-going improvement of the Problem Management Process.

Qualifications

• Relevant certifications such as ITIL v3, CCNA, CCNP, CompTIA 
• Bachelor’s degree in related technical field such as Management Information Systems, Computer Science, Engineering, IT, Networking and Telecommunications.     
• A minimum of six (6) Plus years of senior level networking experience administering enterprise infrastructures in large complex enterprises.  
• Working knowledge of networking concepts, infrastructure, and equipment (e.g. routers, switches, firewalls, and load balancers).  
• Experience implementing and administering an enterprise-wide monitoring system for servers, networking devices, and applications. 
• Showcase leadership abilities by managing projects and teams.   
• Be proficient in project management and have knowledge of security and compliance issues. 

General InformationMicroTech is an award-winning Service-Disabled Veteran-Owned Small Business (SDVOSB) and experienced provider of information technology and communications. MicroTech offers a wide range of professional services focused on providing cutting-edge solutions with the customer at the forefront of every decision we make. Solving complex business challenges is our passion — we provide effective, practical solutions that can increase productivity, and decrease costs. MicroTech has developed a well-earned reputation for best-in-class services and solutions using a repeatedly proven ISO 9001:2015 Quality Management System (QMS), ISO 20000 IT service management certification, and ITIL® management qualified business processes. We offer great pay, amazing benefits, and our company culture is strong. MicroTech is devoted to people development and providing high achievers opportunities to grow professionally. As an employee, you are surrounded by intelligent, driven colleagues and have the benefit of a culture that is focused on bringing out the best in everyone. Our benefits include: • Insurance (medical, dental vision) • Paid Leave (15 days per year for those with less than three years of service, 20 days off for those with more than three years of service) • 401k Plan with Employer Matching Contribution • 11 Company-Paid Holidays • Tuition Assistance • Voluntary Benefit Programs • Corporate Discounts MicroTech is an Equal Opportunity/ Affirmative Action employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected classes.