A3 Technology, Inc. is seeking a seasoned Technical Manager to lead and manage Contractor Technical Support services for the U.S. Customs and Border Protection (CBP) enterprise network environment. The Technical Project Manager ensures that Technology Support Services fully align with CBP’s technology goals and objectives while providing hands‑on leadership across tools, processes, and procedures required for mission‑critical operations.
This role establishes governance, training, and knowledge management for Technical Support, recommends and implements improvements to systems, documentation, processes, and procedures, secures Government Stakeholder (GS) approvals for new or revised procedures, and ensures that all approved procedures are published and maintained in the EIOD Confluence Wiki. The Technical Project Manager partners closely with the NOC/WNOC, engineering, cybersecurity (ISSO/ISSM), and service management teams to deliver stable, secure, high-performance services.Key Responsibilities:
- Own the management of Contractor Technical Support services; align outcomes to CBP technology goals, SLAs/OLAs, and mission priorities.
- Establish and maintain a workforce training program: develop role‑based training matrices; ensure all Contractor staff are trained and validated on required tools (monitoring, ticketing/ITSM, collaboration), processes (Incident, Problem, Change), and procedures (SOPs/runbooks).
- Author, review, and maintain technical procedures, SOPs, runbooks, and knowledge articles; submit new/updated procedures to the Government Stakeholder (GS) for approval prior to use; upon approval, publish and version‑control in the EIOD Confluence Wiki.
- Continuously evaluate and recommend changes/enhancements to systems, documentation, processes, and procedures that improve Technical Support effectiveness, reliability, and customer experience; manage a prioritized CSI (continuous service improvement) backlog and delivery plan.
- Translate business and mission requirements into engineering/operations plans across LAN/MAN/WAN/WLAN/Voice/Video; coordinate implementation with change/release management and communicate user impacts and milestones.
- Own end‑to‑end service performance and QoS for supported services; monitor, analyze, and improve latency, jitter, packet loss, and availability; drive capacity planning and technology refresh.
- Evaluate and select network performance/management and observability toolsets; integrate with authentication/authorization (e.g., TACACS/SSO) and CMDB; coordinate patching, upgrades, and lifecycle management under change control.
- Lead technical bridges and partner with Service Desk, Tier 2/3, engineering, and vendors for complex incident/problem resolution; ensure timely escalation paths and post‑incident reviews with documented corrective actions.
- Define, track, and report KPIs/KRIs for Technical Support (e.g., availability, MTTA/MTTR, FCR, change success/rollback, problem recurrence); present weekly/monthly dashboards and executive readouts with risks and recommendations.
- Ensure compliance with federal security policies and program standards; coordinate with ISSO/ISSM on security impacts, control implementations, and documentation updates required for ATO maintenance.
- Maintain configuration and documentation accuracy: ensure changes are recorded, assets/CIs are updated in the CMDB, and as‑built diagrams and inventories are current.
- Drive knowledge management discipline: implement taxonomy, ownership, and review cadence for EIOD Confluence content; perform periodic content audits and refreshes to keep procedures current and actionable.
Minimum Qualifications:
- Bachelor’s degree in Information Systems, Computer Science, Engineering, IT, Networking, or a related field.
- 6+ years of senior‑level technical leadership in network/telecom or enterprise infrastructure, including direct management of Technical Support services in large, complex environments (federal preferred).
- Demonstrated experience establishing training programs, SOP/runbook governance, and knowledge management (e.g., Confluence) for operations teams.
- Hands‑on familiarity with network infrastructure (routers, switches, firewalls, load balancers), ITSM/ticketing and change tools, and performance/monitoring platforms.
- Proven cross‑functional leadership with Service Desk, NOC/WNOC, engineering, vendors, and security; excellent written and verbal communication skills for senior stakeholder engagement.
- U.S. Citizenship and the ability to obtain/maintain required CBP background clearance; ability to support on‑site activities in secured facilities.
Highly Desired Qualifications
- Certifications: ITIL v3/4; PMP; Cisco CCNA/CCNP; CompTIA Security+ (or equivalent).
- Experience supporting DHS/CBP programs; familiarity with GS approvals, EIOD Confluence Wiki administration, and ServiceNow (or similar) for Incident/Problem/Change/Knowledge.
- Demonstrated success improving availability and MTTR through tooling, automation, SOP optimization, and process redesign (Lean Six Sigma/ISO 20000 or ISO 9001 exposure).
- Background implementing observability toolchains and performance/QoS management at scale; ability to convert post‑incident findings into durable preventive changes.
Additionally, US Citizenship or documented proof of eligibility to work in the US is a must. Upon receiving a conditional offer of employment, candidates will undergo a Government investigation and must meet eligibility requirements for Government clearance. Verification of past employment, education and references is also required. It is imperative that candidates be either a US citizen or a current green card holder with the last 3 consecutive years as a resident of the US.The salary range for positions is $50,000 to $175,000.
This range is provided as a general guideline and should not be interpreted as a guarantee of compensation. Actual salary offers will be determined based on a variety of factors, including but not limited to the specific responsibilities of the position, the candidate’s education, experience, location, knowledge, skills, and abilities. In addition, compensation may be influenced by applicable Federal Government contract labor categories and established contract wage rates.At A3 Technology, Inc., we take pride in being an Equal Opportunity Employer (EEO) and Affirmative Action (AA) employer.
We're committed to considering all qualified candidates for employment without regard to race, religion, color, sex, sexual orientation, gender identity, age, protected veteran status, disability, national origin, genetic information or any other protected status.
