Project Manager II (Operations Manager) - Onsite (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: Washington, DC Metro Area – Onsite Clearance Requirement: CBP Background Investigation (BI) Role: Operations Manager / Project Manager II Responsibilities: Manage Tier I and Tier II help desk staff and oversee daily workflows, ensuring 24x7x365 service coverage. Monitor contact volumes and service levels across calls, chats, and tickets; adjust staffing accordingly. Ensure at least one supervisor is on duty per shift 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 following CBP procedures. Track staffing shrinkage and occupancy; develop strategies for operational resilience. Eligibility & Qualifications: U.S. Citizen with an active CBP BI Clearance. Minimum 3 years of supervisory or service desk operations management experience. Experience with ServiceNow, Remedy, or similar service management tools. Strong interpersonal and team leadership skills in high-pressure, metrics-driven environments. Benefits: 15 PTO days 11 paid holidays Medical Insurance options, including HSA with $600 employer contribution Dental Insurance with no age limit orthodontics Vision Insurance through EyeMed with in and out-of-network coverage Short 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 options Pet Insurance through Nationwide Employee Assistance Program 401(k) plan with company 4% contribution from day one
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