Problem Support Manager

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

Responsibilities

• 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 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.

Qualifications

• 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.

Job ID

2026-21212
Work Type

On-Site
Company Description

Work Where it Matters

Akima Global Technology (AGT), an Akima company, is not just another federal IT contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska.

At AGT, the work you do every day makes a difference in the lives of our 15,000 Iñupiat shareholders, a group of Alaska natives from one of the most remote and harshest environments in the United States.

For our shareholders, AGT provides support and employment opportunities and contributes to the survival of a culture that has thrived above the Arctic Circle for more than 10,000 years.

For our government customers, AGT delivers new technologies and partners with leading edge commercial enterprises to deliver unique and innovative IT solutions.

As an AGT employee, you will be surrounded by a challenging, yet supportive work environment that is committed to innovation and diversity, two of our most important values. You will also have access to our comprehensive benefits and competitive pay in addition to growth opportunities and excellent retirement options.