Operations Manager/Service Desk- Remote (Ashburn, VA, Orlando, FL or San Antonio, TX only) (US Citizens w/ CBP Clearance)

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

Administrative, Customer Support & Others- R

Washington, DC

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