Incident Support Manager

CWS seeks an Incident Support Manager to direct incident management operations for the U.S. Customs and Border Protection’s (CBP) Network Operations Center (NOC) contract. The Incident Support Manager directs incident management operations, ensuring timely response and resolution of network disruptions affecting CBP mission systems.

Duties & Responsibilities

• Lead incident management and restoration efforts.
• Coordinate response teams during major outages or critical events.
• Ensure proper documentation, root cause tracking, and reporting.
• Liaise with CBP Incident Managers and senior leadership.
• Drive continual service improvement through process evaluation

Required Qualifications

• Bachelor’s in IT or related field.
• 10+ years in IT operations or network incident management.
• ITIL v3 and Certified Incident Manager (CIM) certifications.

Preferred Qualifications

• CCNA or CCNP certification.
• Prior DHS or CBP network operations experience.

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.