About Swingtech
Swingtech delivers innovative Information Technology and Professional Support services to a diverse range of clients across the federal and intelligence communities. With over 15 years of trusted experience as a systems integrator, we apply agile methodologies and deep industry insight to help our customers achieve greater efficiency, compliance, and cost savings. At Swingtech, we’re committed to excellence and long-term success for our clients and our team.
Location: Washington, DC Metro Area – Onsite
Clearance Requirement: CBP Background Investigation (BI)
We are currently looking to fill an Operations Manager / Project Manager II role. Responsibilities & other details are listed below:
Responsibilities
- Manage Tier I and Tier II help desk staff and oversee daily workflows, ensuring full 24x7x365 service coverage.
- Monitor contact volumes and real-time service levels across calls, chats, and tickets; adjust staffing accordingly.
- Ensure that at least one supervisor is on duty per shift and available at each active location (DC, FL, TX).
- Coordinate and report on “operational events” including performance dips and outages, ensuring escalation and mitigation plans are executed.
- Support onboarding and offboarding processes in accordance with CBP procedures.
- Track staffing shrinkage and occupancy; develop strategies to ensure operational resilience.
Eligibility & Qualifications
- U.S. Citizen with an active maintain a CBP BI Clearance.
- Minimum 3 years of supervisory or service desk operations management experience.
- Bachelor’s degree preferred.
- Experience with ServiceNow, Remedy, or similar service management tools.
- Strong interpersonal and team leadership skills in a high-pressure, metrics-driven environment.
Summary of Benefits
- 15 PTO days
- 11 paid holidays
- Medical Insurance with – 3 options (HSA with $600 Employer Contribution).
- Dental Insurance with no age limit orthodonture.
- Vision Insurance through EyeMed in and out of network coverage.
- Short Term and Long-Term Disability coverage with 100% premium support,
- Life insurance and AD&D with 100% premium support
- Supplemental Life Insurance
- Critical Care and Accident Insurance availability
- Pet Insurance through Nationwide
- Employee Assistance Program
- 401k with enrollment from day one. 4% deferral by company.
- $1500 Annual Training Budget
- $1500 Referral bonus
- Eligibility for annual merit and discretionary bonus
- Flexible work arrangements
Equal Opportunity Employer Minority/Female/Veterans/Disabled