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Human Resources
CW
Role overview
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 hr@cwsc.com
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About this listing
- Source: Computer World Services's official careers site · still listed there on 10 Nov 2026
- Posted 26 Nov 2025
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What they are looking for
Skills & requirements
Qualification
6+ years of experience in problem or network support management; Bachelor’s in IT, Engineering, or related field; ITIL v3 and CCNA certification; CCNP or CompTIA Network+ certification
Department · Computer World Services
Hiring company
Computer World Services
Hospitality & Travel
Computer World Services is a leading information technology service provider for government clients.
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