Operations Manager/service Desk - Remote (ashburn, VA, Orlando, FL Or San Antonio, TX Only) (US Citizens W/ CBP Clearance - Remote Eligible

Operations Manager/Service Desk

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 are 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 and 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 and 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.
• Bachelors 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 ADandD 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