What are the responsibilities and job description for the Program Manager- (Onsite & Active Public Trust Clearance) position at Swingtech?
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 :
BENEFITS SUMMARY
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.
PI264738520
