The Role
The Problem Support Manager leads problem management, conducts root cause analysis, manages records in ServiceNow, identifies corrective actions, and provides trend reports.
Summary Generated by Built In
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 [email protected]
Skills Required
- 6+ years of experience in problem or network support management
- Bachelor's in IT, Engineering, or related field
- ITIL v3 and CCNA certification
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The Company
What We Do
Computer World Services Corp. (CWS) is a provider of enterprise-wide IT solutions, digital transformation, and process optimization services. With over 30 years of experience, the company serves both Defense and Civilian federal government customers, focusing on delivering quality, value, and technological innovation. They are recognized for their consistent performance and high ratings in federal programs, maintaining a commitment to integrity and excellence in their service delivery.
