{"schemaVersion":"jobsearcher.job.v1","id":"6b9cc608f1eb41ed6e8895b9","url":"https://jobsearcher.com/jobs/6b9cc608f1eb41ed6e8895b9","canonicalUrl":"https://jobsearcher.com/jobs/6b9cc608f1eb41ed6e8895b9","title":"Problem Support Manager","description":"CWS seeks a Problem Support Manager to lead the problem management function for the U.S.\nCustoms and Border Protection’s (CBP) Network Operations Center (NOC) contract.\nThe Problem Support Manager leads the Problem Management function, ensuring identification and elimination of root causes impacting network availability.\nDuties & Responsibilities\nConduct root cause analysis (RCA) for recurring incidents.\nMaintain and manage problem records in ServiceNow.\nIdentify corrective and preventive actions.\nProvide trend analysis reports to CBP stakeholders.\nCoordinate problem review boards and follow-up activities.\nRequired Qualifications\n6+ years of experience in problem or network support management.\nBachelor’s in IT, Engineering, or related field.\nITIL v3 and CCNA certification.\nPreferred Qualifications\nCCNP or CompTIA Network+ certification.\nExperience with Federal ITIL processes.\nPlace of Performance\nSpringfield and Ashburn, VA (with possible travel to Orlando, FL, and other CBP facilities).\nClearance\nMust 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.\n$95,000 - $145,000 a year\nThe offered rate will be based on the selected candidate’s knowledge, skills, abilities and/or experience and in consideration of internal parity. The posted range is appropriate for a typical candidate meeting, at a minimum, all the core requirements of the position.\nComputer 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.\n\nComputer 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]\n\nWe may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.","company":"Computer World Services","rawCompany":"computer world services","city":"Ashburn","state":"VA","isRemote":false,"isActive":false,"createdAt":"2026-08-09T14:09:18.791Z","occupations":[{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"},{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541513","title":"Computer Facilities Management Services","slug":"computer-facilities-management-services"},{"code":"541519","title":"Other Computer Related Services","slug":"other-computer-related-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Problem Support Manager","description":"CWS seeks a Problem Support Manager to lead the problem management function for the U.S.\nCustoms and Border Protection’s (CBP) Network Operations Center (NOC) contract.\nThe Problem Support Manager leads the Problem Management function, ensuring identification and elimination of root causes impacting network availability.\nDuties & Responsibilities\nConduct root cause analysis (RCA) for recurring incidents.\nMaintain and manage problem records in ServiceNow.\nIdentify corrective and preventive actions.\nProvide trend analysis reports to CBP stakeholders.\nCoordinate problem review boards and follow-up activities.\nRequired Qualifications\n6+ years of experience in problem or network support management.\nBachelor’s in IT, Engineering, or related field.\nITIL v3 and CCNA certification.\nPreferred Qualifications\nCCNP or CompTIA Network+ certification.\nExperience with Federal ITIL processes.\nPlace of Performance\nSpringfield and Ashburn, VA (with possible travel to Orlando, FL, and other CBP facilities).\nClearance\nMust 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.\n$95,000 - $145,000 a year\nThe offered rate will be based on the selected candidate’s knowledge, skills, abilities and/or experience and in consideration of internal parity. The posted range is appropriate for a typical candidate meeting, at a minimum, all the core requirements of the position.\nComputer 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.\n\nComputer 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]\n\nWe may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.","datePosted":"2026-08-09T14:09:18.791Z","dateModified":"2026-08-09T14:09:18.791Z","hiringOrganization":{"@type":"Organization","name":"Computer World Services","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Ashburn","addressRegion":"VA","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"6b9cc608f1eb41ed6e8895b9"},"url":"https://jobsearcher.com/jobs/6b9cc608f1eb41ed6e8895b9"}}