Feeny
Computer World Services

Problem Support Manager at Computer World Services (Ashburn, VA)

Computer World Services· Ashburn, VA· $95k–$145k·

Role details

Salary
$95k–$145k
Work type
Hybrid
Employment
Full-Time
Level
Manager

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

Why work at Computer World Services

  • Culture Highlights: Collaborative, mission-driven environment supporting national security and federal operations. Emphasis on integrity and excellence.
  • Remote/Hybrid/Office Policy: Hybrid workspace – employees engage in a combination of remote and on-site work. Many roles are fully remote; on-site positions exist at government facilities (e.g., Scott AFB, IL; Washington, D.C.).
  • Notable Perks & Benefits (from cwsc.com/employee-benefits):
    • Medical, dental, and vision plans (United Healthcare)
    • 15 days PTO accrued from day one + 11 company holidays
    • Tuition reimbursement up to $5,000 per year
    • 401(k) with 4% company match (Safe Harbor, 100% vested immediately)
    • Short & long-term disability (100% employer-paid)
    • Company-paid basic life and AD&D insurance
    • Flexible spending accounts (FSA) and Health Savings Accounts (HSA)
    • Commuter benefits (pre-tax transit and parking)
    • Employee Assistance Program
    • Generous parental leave (from Built In)
  • Engineering Culture: Focus on cybersecurity, network operations, DevSecOps, and systems engineering. Use of AI in hiring process (applicants are informed). Strong support for professional development via tuition reimbursement.

Application questions