{"schemaVersion":"jobsearcher.job.v1","id":"3253f33563d58d381d1aa4db","url":"https://jobsearcher.com/jobs/3253f33563d58d381d1aa4db","canonicalUrl":"https://jobsearcher.com/jobs/3253f33563d58d381d1aa4db","title":"Program Manager","description":"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.LocationOn-site in Washington, D.C.ClearanceAbility to obtain and maintain a U.S. Secret Security Clearance or higher.ResponsibilitiesServe 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 reportingOversee 24x7 Tier 1 call center operations and Tier 2/3 on-site technical support across primary campus and nationwide field officesLead surge staffing efforts, scaling up to 25 additional contractors within a 2-month lead timeEnsure all contractor personnel meet client security, badging, and compliance requirements prior to and throughout performanceDevelop and maintain a Quality Assurance Plan and KPI reporting model across all support tiersCoordinate with the government COR and other client support teams to resolve performance issuesRequired QualificationsBachelor's degree in IT, Computer Science, Business Administration, or related field5+ 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 consideredProven experience managing multi-tier (Tier 1/2/3) technical support teams of 25+ staffExperience managing 24x7 operations including shift scheduling and after-hours coverageStrong background in ITSM platforms; BMC Helix (Remedy) strongly preferredExperience with SLA management, KPI reporting, and quality assurance programsFamiliarity 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 QualificationsITIL Foundation Certification or higherPMP or equivalent project management certificationExperience in federal, legislative, or highly secure government IT environmentsExperience managing nationwide or geographically dispersed support teamsFamiliarity with RSA SecurID, Cisco AnyConnect VPN, Active Directory administrationEEO StatementXLA 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 encourage qualified individuals with disabilities to apply. If a reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team by phone at 703-584-8317 or via email at humanresources@xla.com. For persons who are deaf, hard of hearing, deafblind, or deaf-disabled, XLA will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes.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","company":"Xla","rawCompany":"xla","city":"Washington","state":"DC","isRemote":false,"isActive":false,"createdAt":"2026-06-26T14:10:19.107Z","occupations":[{"code":"13-1082.00","title":"Project Management Specialists","slug":"project-management-specialists"},{"code":"15-1299.09","title":"Information Technology Project Managers","slug":"information-technology-project-managers"},{"code":"11-1021.00","title":"General and Operations Managers","slug":"general-and-operations-managers"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"541519","title":"Other Computer Related Services","slug":"other-computer-related-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Program Manager","description":"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.LocationOn-site in Washington, D.C.ClearanceAbility to obtain and maintain a U.S. Secret Security Clearance or higher.ResponsibilitiesServe 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 reportingOversee 24x7 Tier 1 call center operations and Tier 2/3 on-site technical support across primary campus and nationwide field officesLead surge staffing efforts, scaling up to 25 additional contractors within a 2-month lead timeEnsure all contractor personnel meet client security, badging, and compliance requirements prior to and throughout performanceDevelop and maintain a Quality Assurance Plan and KPI reporting model across all support tiersCoordinate with the government COR and other client support teams to resolve performance issuesRequired QualificationsBachelor's degree in IT, Computer Science, Business Administration, or related field5+ 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 consideredProven experience managing multi-tier (Tier 1/2/3) technical support teams of 25+ staffExperience managing 24x7 operations including shift scheduling and after-hours coverageStrong background in ITSM platforms; BMC Helix (Remedy) strongly preferredExperience with SLA management, KPI reporting, and quality assurance programsFamiliarity 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 QualificationsITIL Foundation Certification or higherPMP or equivalent project management certificationExperience in federal, legislative, or highly secure government IT environmentsExperience managing nationwide or geographically dispersed support teamsFamiliarity with RSA SecurID, Cisco AnyConnect VPN, Active Directory administrationEEO StatementXLA 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 encourage qualified individuals with disabilities to apply. If a reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team by phone at 703-584-8317 or via email at humanresources@xla.com. For persons who are deaf, hard of hearing, deafblind, or deaf-disabled, XLA will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes.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","datePosted":"2026-06-26T14:10:19.107Z","dateModified":"2026-06-26T14:10:19.107Z","hiringOrganization":{"@type":"Organization","name":"Xla","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Washington","addressRegion":"DC","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"3253f33563d58d381d1aa4db"},"url":"https://jobsearcher.com/jobs/3253f33563d58d381d1aa4db"}}