Help Desk Manager - Onsite (US Citizens w/Public Trust Clearance)

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: Washington, DC (Hybrid/On-Site at DOJ Facilities) 

Clearance Required: Public Trust 

POSITION TYPE: Full Time-W2-40 

Job Summary 

Swingtech is currently looking to fill the Monitoring & Incident Response Team (MIRT) Help Desk Manager role.  

The MIRT Help Desk Manager leads the 24/7/365 Monitoring and Incident Response Team responsible for maintaining operational awareness of DOJ's enterprise network infrastructure. This Key Personnel position ensures continuous monitoring, rapid incident response, and proper escalation of all network events across 8+ facilities and cloud environments. 

Responsibilities & other details are listed below: 

RESPONSIBILITIES: 

• Manage a team across rotating shifts. 
• Develop and enforce SOPs for incident triage and response. 
• Conduct daily shift briefings and handoffs. 
• Maintain 24/7 coverage for all monitoring systems. 
• Oversee staff training and certification compliance. 
• Serve as primary escalation point for major incidents. 
• Coordinate cross-team response for Priority 1/2 events. 
• Ensure proper documentation in ServiceNow ITSM. 
• Lead post-incident reviews and RCA development. 
• Maintain incident response playbooks. 
• Oversee network monitoring tools (Cisco DNA, LiveAction, Xymon). 
• Manage alert thresholds and correlation rules. 
• Validate monitoring coverage for all critical systems. 
• Review daily/weekly performance reports. 
• Identify and escalate emerging trends. 
• Ensure SLAs are met for response and resolution times. 
• Maintain shift logs and operational records. 
• Prepare executive summaries for major incidents. 
• Support audit and assessment activities. 
• Compile monthly performance metrics. 

ELIGIBILITY & QUALIFICATIONS: 

• Bachelor’s degree in IT, Cybersecurity, or related field (or 10+ years equivalent experience). 
• Certifications: ITIL v4, CompTIA Security+, CISSP, or equivalent. 
• 7+ years managing IT help desks/network operations centers (NOCs) 
• 5+ years handling enterprise incidents (e.g., outages, cyber threats). 
• Expertise with Cisco Prime, LiveAction, Splunk, and Xymon. 
• Familiarity with DOJ systems (JCOTS, Zscaler, ProofPoint) preferred. 
• Ability to brief senior leadership on incidents. 
• Strong cross-team collaboration with JSOC, Network Engineers, and Security Teams. 
• On-site presence required for 50% of shifts. 
• Participation in on-call rotation. 
• Ability to respond within 30 minutes for critical events. 
• Flexibility for shift coverage as needed. 

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.