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, were 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. 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.
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