Program Manager
XLA•Washington, DC
•Onsite
About The Position
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.
Requirements
- 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
- 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)
Nice To Haves
- 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
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
Benefits
- Support for equality and integrity in the workplace
- Professional development and education
- Entrepreneurial atmosphere
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What This Job Offers
Job Type
Full-time
Career Level
Manager
