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