Network Operations Center (NOC) Tier 1 Shift Lead

CWS seeks a NOC Tier 1 Shift Lead to supervise the U.S. Customs and Border Protection’s (CBP) Network Operations Center (NOC) contract Tier 1 NOC technicians. The NOC Tier 1 Shift Lead supervises the Tier 1 NOC technicians to ensure timely incident detection, triage, and escalation per established performance standards.

Duties & Responsibilities

• Lead Tier 1 operations during assigned 12-hour shifts in a 24/7 environment.
• Oversee incident intake, analysis, and escalation following ITIL procedures.
• Ensure adherence to service level agreements (SLAs).
• Maintain accurate shift logs and incident summaries.
• Mentor and evaluate Tier 1 personnel performance.

Required Qualifications

• 5+ years of NOC or Tier 1 support experience.
• CompTIA Network+ or ITIL v3 certification.
• Familiarity with monitoring and ticketing systems (e.g., SolarWinds, ServiceNow).

Preferred Qualifications

• CCNA certification.
• Experience supporting Federal or DHS systems.

Place of Performance

• Springfield and Ashburn, VA (Shift-based position with 24x7 coverage).

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.