Problem Support Manager

Responsibilities & Qualifications

We are seeking a Problem Support Manager to join our team supporting a National law enforcement agency NOC. This team provides support services for Network Management, Operations, and Maintenance for all Network infrastructure. Support includes real‑time incident monitoring, predictive and proactive analysis and reporting, incident resolution and escalation, problem management and resolution, coordination of events related to network communications, network utilization and availability analysis and reporting.

The NOC is staffed 24x7x365 with three (3) shifts of mid to senior level contract technicians, and handles approximately 4,000 tickets a month.

Required Qualifications

Experience

• At least Ten (10) Plus years of experience in network operations
• Router/switching/FW/load balancing proficiency with Four to Six (4‑6) years’ experience
• Demonstrated experience supporting government agencies, customers, or contracts within federal environments including the Intelligence Community, Department of Defense, Federal Civil agencies and military organizations. Prior experience on a similar contract with an in‑depth understanding of the customer environment, requirements and operational landscape is highly desirable.

Education

• Bachelor’s Degree in a related technical field or equivalent experience

Certifications preferred

• ITIL, Level II, CCNA or Net+
• Router/switching/FW/load balancing proficiency with Four to Six (4‑6) years’ experience

Clearance

• Background Investigation is required

Responsibilities

The Problem Support Manager is responsible for managing the lifecycle of all network infrastructure problems. This includes providing temporary solutions (workarounds) to incident management, developing final solutions for known errors, performing trend analysis of incidents, identifying, recording, investigating and diagnosing problems, communicating with the Problem Manager and other stakeholders, acting as the point of contract for all problem oversight and coordination, implementing the Problem Management process, ensuring proper reporting and closure, and providing recommendations for continuous improvement.

• Location:
  
  Springfield or Ashburn, Virginia
• Remote or In‑Person: 100% Onsite
• Type of environment:
  Office
• Noise level:
  Medium
• Work schedule:
  
  Day shift Monday – Friday
• Amount of Travel:
  Less than 10%

Work Authorization / Security Clearance

U.S. Citizen

Background Investigation is required

Physical Demands

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. The employee is regularly required to use hands, reach, talk, hear, stand, walk, sit, climb or balance, stoop, kneel, crouch, crawl, lift up to 10 pounds, frequently lift up to 25 pounds and up to 50 pounds. Vision requirements include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

Other Information

NOTE:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Our full‑time employees receive a competitive benefits package that includes health, dental, vision, 401(k), life insurance, short‑term and long‑term disability plans, vacation time and holidays.

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. We do not discriminate against any person because of race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information or any other characteristic protected by law. This nondiscrimination policy extends to all terms, conditions and privileges of employment as well as the use of all company facilities, participation in all company‑sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.