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Program Manager- (Onsite & Active Public Trust Clearance)

Swingtech
Swingtech Salary
Scott, IL Full Time
POSTED ON 3/10/2025
AVAILABLE BEFORE 6/6/2025

About Swingtech

Swingtech Consulting, Inc. provides technology and management consulting services for the federal, state, and local government. Our team is comprised of skilled, certified consultants that help clients achieve success with effective, created, and rapidly executed solutions. We are rapidly growing, and we are always looking for intelligent and motivated people to join our team.

Location : Scott AFB, IL

Clearance Required : Public Trust (T1 NACI)

POSITION TYPE : Full Time-W2-40 / Hours / week

Swingtech is currently looking to fill a Program Manager role. The PM will be responsible for contract execution, managing Tier I and Tier II IT service management operations, ensuring compliance with ServiceNow ITSM workflows , and providing oversight of help desk operations supporting mission-critical logistics and transportation applications .

This role requires strategic leadership, personnel management, and technical expertise in IT Service Management (ITSM), ServiceNow, cybersecurity, and DoD customer support environments . The PM will serve as the primary point of contact for the Contracting Officer's Representative (COR) and stakeholders.

Responsibilities & other details are listed below :

RESPONSIBILITIES :

  • Manage overall contract performance , including ServiceNow support, ticketing, escalation management, and Tier I & II call center operations .
  • Serve as the primary liaison with SDDC G6, USTRANSCOM, and AMC stakeholders .
  • Ensure contract deliverables (Monthly Status Reports, PMRs, ServiceNow enhancements, customer reports) are completed on time.
  • Develop and maintain the SRC Standard Operating Procedures (SOP) .
  • Oversee sustainment and maintenance of the ServiceNow ticketing platform and workflow management.
  • Work with government stakeholders to prioritize ServiceNow enhancements and workflow administration .
  • Ensure integration of knowledge management best practices, automated call distribution, and self-service portals .
  • Directly manage SRC Service Desk teams, Liaisons, and Technical Support Personnel .
  • Ensure help desk operations meet contract-defined SLAs , including call response times, ticket resolution rates, and system uptime metrics.
  • Lead training initiatives for ServiceNow administrators, customer service representatives (CSRs), and Tier II support personnel .
  • Ensure compliance with DoD, Army, and SDDC cybersecurity and security clearance requirements .
  • Implement incident response procedures for cyber events and coordinate with SDDC G6 for IT security compliance .
  • Maintain adherence to NIST 800-171, ITIL standards, and Army IA regulations .
  • Provide weekly and monthly performance reports on call volumes, service desk activity, and IT system performance.
  • Support PMRs (Program Management Reviews) and ad hoc briefings to SDDC leadership.
  • Lead process improvement initiatives to enhance IT support workflows and customer experience .

ELIGIBILITY & QUALIFICATIONS :

  • 10 years of IT Program Management experience in DoD IT service operations, ITSM, or IT help desk management .
  • Experience managing ServiceNow ITSM environments , including ticketing, workflow administration, and automation.
  • Strong knowledge of ITIL frameworks, NIST 800-171, FISMA compliance, and DoD cybersecurity policies .
  • Experience leading large-scale, 24 / 7 / 365 help desk or IT support operations .
  • Experience managing DoD contracts, contract compliance, and SLA performance reporting .
  • Active Public Trust (T1 NACI) clearance or eligibility to obtain one .
  • PMP (Project Management Professional) certification .
  • ITIL v4 Certification .
  • ServiceNow System Administrator Certification .
  • Experience supporting SDDC, USTRANSCOM, or Army logistics IT systems .
  • Familiarity with Government-furnished systems such as GATES, GFM, ICODES, and TEAMS .
  • Must be able to work on-site within 15 miles of Scott AFB, IL .
  • Availability for occasional travel for program reviews or site visits.
  • Ability to lead cross-functional teams in a high-paced IT operations.
  • BENEFITS SUMMARY

  • 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 Employment Opportunity (EEO) Minority / Female / Veterans / Disabled

    Swingtech may require successful completion of a background check and / or drug screening as a condition of employment.

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