Problem Support Manager

ASRC Federal is a leading government contractor furthering missions in space, public health and defense. As an Alaska Native owned corporation, our work helps secure an enduring future for our shareholders. Join our team and discover why we are atop veteran employer and Certified Great Place to Work™

ASRC Federal is seeking a Problem Support Manager for its critical contracts.

U.S. Customs and Border Protection (CBP) serves as a premier law enforcement agency enhancing the nation's safety, security, and prosperity through collaboration, innovation, and integration. With approximately 64,000 employees, CBP is one of the world's largest law enforcement organizations.

CBP’s mission to secure America’s borders, facilitate lawful trade and travel, and support national security depends on uninterrupted, secure, and responsive network operations. The NOC (Network Operations Center) and WNOC (Wireless NOC) form the backbone of CBP’s technological capabilities, enabling real‑time monitoring, incident management, and operational continuity 24 hours a day, 7 days a week, 365 days a year. These services are not merely supportive – they are foundational.

Without secure and operational network infrastructure, CBP cannot function.

The CBP NOC/WNOC is staffed 24x7x365 with three (3) shifts of mid to senior level contract technicians. The facilities are located the Ashburn, Virginia, Springfield, Virginia, and in Orlando, Florida, and staffed as active/active operations centers. The primary NOC worksite is in Springfield & Ashburn, Virginia.

The Problem Support Manager is responsible for managing the lifecycle of all network infrastructure problems. Responsible for making temporary solutions (workarounds) available to incident management and for managing the development of final solutions for known errors. Responsible for performing trend analysis of incidents to prevent future incidents from happening. Responsible for problem identification, recording, investigation and diagnosis. Responsible for communicating with the CBP Problem Manager and other GSs for all problems.

Will act at the contract Point of Contract (POC) for all Problem oversight and coordination. Responsible for the effective implementation of the CBP Problem Management process and for ensuring that problems are managed and reported in accordance with the CBP Problem Management process. Responsible for ensuring that all problems are properly resolved and closed. Responsible for providing recommendations to the CBP Problem Manager for the on‑going improvement of the Problem Management Process.

• Relevant certifications such as ITIL v3, CCNA, CCNP, CompTIA
• Bachelor’s degree in related technical field such as Management Information Systems, Computer Science, Engineering, IT, Networking and Telecommunications.
• A minimum of six (6) Plus years of senior level networking experience administering enterprise infrastructures in large complex enterprises.
• Working knowledge of networking concepts, infrastructure, and equipment (e.g. routers, switches, firewalls, and load balancers).
• Experience implementing and administering an enterprise-wide monitoring system for servers, networking devices, and applications.
• Showcase leadership abilities by managing projects and teams.
• Be proficient in project management and have knowledge of security and compliance issues.
• Current, active EOD (Entry On Duty) for the DHS Background check

We invest in the lives of our employees, both in and out of the workplace, by providing competitive pay and benefits packages. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law. The salary offered will depend on several factors including, but not limited to, relevant experience, skills, education, geographic location, internal equity, business needs, and other factors permitted by law.

Posted pay ranges are a general guideline only and are not a guarantee of compensation or salary.

ASRC Federal and its Subsidiaries are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law.