Problem Support Manager
Computer World Services
Apply to this job Ashburn, VA hybrid Until 8/23/2026 6+ years exp First posted March 18, 2026 Last posted March 18, 2026
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 [email protected]
Compensation (from employer):
95000–145000 USD per year
About this role
Summary
Lead problem management, conduct root cause analysis, manage problem records, and support network operations.
Job title
Problem Support Manager
Experience level
6+ years
Minimum experience
6+ years exp
Industry
government
Location requirements
Ashburn, VA; remote work not specified
Salary
$95k–$145k
Management role
No
Skills & keywords
Required skills
problem managementroot cause analysisServiceNowITIL v3CCNA
Preferred skills
CCNPCompTIA Network+Federal ITIL
Specializations
problem managementnetwork supportITILnetwork support management
Locations
Structured locations inferred from the posting.
Ashburn, VA, USA
Hybrid City