Program Manager

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)

Requirements

• 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
• EEO Statement
• XLA is committed to the full inclusion of all qualified individuals and is an equal opportunity employer committed to supporting equality and integrity in the workplace, professional development and education, and an entrepreneurial atmosphere.
• We are proud to be an EEO/VETERAN EMPLOYER.
• All qualified applicants will receive consideration for employment without regard to their protected veteran or disabled status and will not be discriminated against for self-identifying with either category

Additional Information

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.

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