{"schemaVersion":"jobsearcher.job.v1","id":"73696ce2db07157d2268afc3","url":"https://jobsearcher.com/jobs/73696ce2db07157d2268afc3","canonicalUrl":"https://jobsearcher.com/jobs/73696ce2db07157d2268afc3","title":"Problem Support Manager","description":"Role: Problem Support Manager\nCompany: Arch Systems\nClient: DHS\nLocation: Remote\nType: Full-time / Consulting\nMandatory: Candidates must possess prior experience working with the Department of Homeland Security (DHS), demonstrating a thorough understanding of DHS policies, procedures, and compliance requirements. Prior DHS experience is essential to ensure familiarity with federal security standards, Risk Management Framework (RMF) processes, and agency-specific protocols, enabling the candidate to effectively contribute to system security operations and maintain adherence to DHS directives.\nJob Description:\nResponsible 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.\nThe Problem Support Manager highly desired qualifications are:\nRelevant certifications such as ITIL v3, CCNA, CCNP, CompTIA\nBachelor’s degree in related technical field such as Management Information Systems, Computer Science, Engineering, IT, Networking and Telecommunications.\nA minimum of six (6) Plus years of senior level networking experience administering enterprise infrastructures in large complex enterprises.\nWorking knowledge of networking concepts, infrastructure, and equipment (e.g. routers, switches, firewalls, and load balancers).\nExperience implementing and administering an enterprise-wide monitoring system for servers, networking devices, and applications.\nShowcase leadership abilities by managing projects and teams.\nBe proficient in project management and have knowledge of security and compliance issues.\nServiceNow Problem/Change/Knowledge experience; correlates data from monitoring stacks to confirm root cause.\nUpdates SOPs/knowledge based on findings; partners with Incident/Technical leads to prevent recurrence.\nCBP BI and/or Secret/TS clearance preferred\nJob Types: Full-time, Contract\nPay: From $120,000.00 per year\nApplication Question(s):\nDo you possess CBP BI (Customs and Border Protection Background Investigation) and/or Secret/TS clearance?\nExperience:\nnetworking experience administering enterprise infra: 6 years (Preferred)\nnetworking concepts, infrastructure, and equipment : 3 years (Preferred)\nLicense/Certification:\nITIL v3, CCNA, CCNP, CompTIA (Preferred)\nWork Location: Remote","company":"Archsystemsllc","rawCompany":"archsystemsllc","city":"Remote","state":"OR","isRemote":false,"isActive":false,"createdAt":"2026-08-06T12:51:42.417Z","occupations":[{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"},{"code":"15-1299.08","title":"Computer Systems Engineers/Architects","slug":"computer-systems-engineers-architects"}],"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":"Role: Problem Support Manager\nCompany: Arch Systems\nClient: DHS\nLocation: Remote\nType: Full-time / Consulting\nMandatory: Candidates must possess prior experience working with the Department of Homeland Security (DHS), demonstrating a thorough understanding of DHS policies, procedures, and compliance requirements. Prior DHS experience is essential to ensure familiarity with federal security standards, Risk Management Framework (RMF) processes, and agency-specific protocols, enabling the candidate to effectively contribute to system security operations and maintain adherence to DHS directives.\nJob Description:\nResponsible 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.\nThe Problem Support Manager highly desired qualifications are:\nRelevant certifications such as ITIL v3, CCNA, CCNP, CompTIA\nBachelor’s degree in related technical field such as Management Information Systems, Computer Science, Engineering, IT, Networking and Telecommunications.\nA minimum of six (6) Plus years of senior level networking experience administering enterprise infrastructures in large complex enterprises.\nWorking knowledge of networking concepts, infrastructure, and equipment (e.g. routers, switches, firewalls, and load balancers).\nExperience implementing and administering an enterprise-wide monitoring system for servers, networking devices, and applications.\nShowcase leadership abilities by managing projects and teams.\nBe proficient in project management and have knowledge of security and compliance issues.\nServiceNow Problem/Change/Knowledge experience; correlates data from monitoring stacks to confirm root cause.\nUpdates SOPs/knowledge based on findings; partners with Incident/Technical leads to prevent recurrence.\nCBP BI and/or Secret/TS clearance preferred\nJob Types: Full-time, Contract\nPay: From $120,000.00 per year\nApplication Question(s):\nDo you possess CBP BI (Customs and Border Protection Background Investigation) and/or Secret/TS clearance?\nExperience:\nnetworking experience administering enterprise infra: 6 years (Preferred)\nnetworking concepts, infrastructure, and equipment : 3 years (Preferred)\nLicense/Certification:\nITIL v3, CCNA, CCNP, CompTIA (Preferred)\nWork Location: Remote","datePosted":"2026-08-06T12:51:42.417Z","dateModified":"2026-08-06T12:51:42.417Z","hiringOrganization":{"@type":"Organization","name":"Archsystemsllc","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Remote","addressRegion":"OR","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"73696ce2db07157d2268afc3"},"url":"https://jobsearcher.com/jobs/73696ce2db07157d2268afc3"}}