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.

Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources at [email protected]

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.