Problem Support Manager

Responsibilities

Manages the design, implementation of information technology infrastructure, including computer application systems, computer and communication systems, network and related systems.

• Manages the hardware and software inventory and procurement.
• Develops analytical and reporting tools, feasibility studies, and recommendations for enhancements to the information technology infrastructure and its supporting hardware and software.
• Comprehensive knowledge of the field's concepts and principles.
• Leads and directs the work of other employees and has full authority for personnel decisions.
• Administers departmental policies and procedures, evaluates results and performance, and assists with the development of new or modified budgets, strategic plans, or policies.
• 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 Contact (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.

• Applicants must have the ability to obtain a CBP Background Investigation/clearance - required for consideration. Some billets may require DoD Secret or Top-Secret access.
• 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.