Problem Support Manager

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.

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.

Experience with Federal ITIL processes.

Springfield and Ashburn, VA (with possible travel to Orlando, FL, and other CBP facilities).

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.