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: Remote - (Candidates must be within commuting Distance of Washington, DC/ National Capital Region, Orlando, FL or San Antonio, TX)
Clearance Requirement: CBP Background Investigation (BI)
We are currently looking to fill a Operations Manager/Service Desk. Responsibilities & other details are listed below:
Responsibilities
- Oversee daily service desk operations and ensure 24x7x365 coverage across TSD locations (Ashburn, Orlando, San Antonio).
- Manage shift supervisors and ensure alignment with SLA performance metrics (call answer time, first-contact resolution, ticket handling, and customer satisfaction).
- Act as a customer-focused, responsive, and reliable leader, resolving escalated issues and ensuring service delivery excellence.
- Support the Program Manager with transition activities, risk management, and staff performance tracking.
- Provide operational oversight during major incidents, outages, and volume surges, coordinating escalations and ensuring timely communication to the Government.
- Ensure compliance with ITIL/HDI best practices, and assist in maintaining SOPs, Knowledge Base articles, and operational documentation.
- Mentor, train, and evaluate staff to foster a high-performance service desk culture.
Eligibility & Qualifications
- U.S. Citizen with an active or favorably adjudicated CBP Background Investigation (T4/T5 BI).
- Minimum of three (3) years of IT service desk supervisory experience (PWS requirement).
- Proven ability to manage staff in mission-critical, 24x7 IT service desk operations.
- Strong problem-solving, communication, and organizational skills.
- Familiarity with ServiceNow, Remedy, or equivalent ticketing platforms.
- Knowledge of ITIL/HDI best practices for incident, problem, and knowledge management.
- Bachelor’s degree preferred; certifications (ITIL, HDI) a plus.
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