Problem Support Manager
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Some ghost-posting signals
- open for 227 days (90+ without a fill is a strong ghost signal)
- 3359 open roles at this company in 30 days (mass-hiring blitz)
- no salary disclosed (correlates with ghost postings)
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About the role
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.
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