Program Manager

XLA is seeking a Program Manager to lead IT support operations for a large federal client. This individual will serve as the primary interface with senior government stakeholders, responsible for the day-to-day management of a Tier 1, 2, and 3 enterprise service desk supporting thousands of end users across numerous field offices.

Location

• On-site in Washington, D.C.

Clearance

• Ability to obtain and maintain a U.S. Secret Security Clearance or higher.

Responsibilities

• Serve as the primary client-facing program lead and liaison to the government Contracting Officer's Representative (COR)


• Manage program execution, staffing, scheduling, SLA compliance, quality assurance, and monthly status reporting


• Oversee 24x7 Tier 1 call center operations and Tier 2/3 on-site technical support across primary campus and nationwide field offices


• Lead surge staffing efforts, scaling up to 25 additional contractors within a 2-month lead time


• Ensure all contractor personnel meet client security, badging, and compliance requirements prior to and throughout performance


• Develop and maintain a Quality Assurance Plan and KPI reporting model across all support tiers


• Coordinate with the government COR and other client support teams to resolve performance issues

Required Qualifications

• Bachelor's degree in IT, Computer Science, Business Administration, or related field


• 5+ years of program management experience directly supporting a complex, enterprise-scale IT service desk — this is a hard requirement; candidates without this background will not be considered


• Proven experience managing multi-tier (Tier 1/2/3) technical support teams of 25+ staff


• Experience managing 24x7 operations including shift scheduling and after-hours coverage


• Strong background in ITSM platforms; BMC Helix (Remedy) strongly preferred


• Experience with SLA management, KPI reporting, and quality assurance programs


• Familiarity with endpoint management tools (Intune, Workspace ONE, JAMF, Apple Business Manager)


• Working knowledge of Windows, macOS, and mobile OS environments (iOS/Android)


• Experience supporting Microsoft 365 environments (Exchange Online, SharePoint, Teams)

Preferred Qualifications

• ITIL Foundation Certification or higher


• PMP or equivalent project management certification


• Experience in federal, legislative, or highly secure government IT environments


• Experience managing nationwide or geographically dispersed support teams


• Familiarity with RSA SecurID, Cisco AnyConnect VPN, Active Directory administration