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.
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
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 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
Similar jobs
Est. 140,000 USD
Program Manager Location: Merrifield, VA Position Summary XLA is seeking a highly accomplished Program Manager (PM) to serve as the primary contractor representative and Key Personnel supporting the FBI Homeland Security…
Est. 65,000 USD
XLA is looking for a Program Support Specialist to support a federal agency in Arlington, VA. This position requires the candidate to be eligible to obtain a U.S. secret security clearance and is onsite position Monday-F…
Est. 140,000 USD
XLA is seeking a Senior Assessment & Financial Management Program Manager to lead complex federal assessment, financial management, audit readiness, and program oversight initiatives. This individual will serve as th…
Est. 120,000 USD
XLA seeks an Internal Controls & Audit SME to support federal internal control, audit readiness, and assessment activities. The selected candidate will lead OMB A-123 assessments, internal control testing, risk and c…
Est. 140,000 USD
XLA is looking for a Senior Web Developer to support a federal agency in Arlington, VA. This position requires the candidate to be eligible to obtain a U.S. secret security clearance and is onsite position Monday-Friday.…
Est. 120,000 USD
XLA is currently seeking a Project Manager to support our DEA client onsite in Arlington, VA. Candidates must be local to the Arlington area, as this position is onsite in a federal office setting 5 days/week. Candidates…
Est. 50,000 USD
XLA is looking for a Relocation/Financial Assistant to support a federal agency in Arlington, VA. This position is onsite position Monday-Friday. Salary: $50,000 General Experience: Two years relevant experience. Relevan…
Est. 80,000 USD
XLA is currently seeking a Contract Support Specialist specializing in policy that is eligible to obtain a U.S. Secret Clearance to support our DEA client onsite in Arlington, VA. Candidates must be local to the Arlingto…
Est. 72,314 USD
The Budget Analyst I provides entry-level to junior-level financial management, budgeting, accounting, and administrative support services in support of Federal financial operations. The Budget Analyst I assists with the…
Est. 70,000 USD
Overview: The Travel Analyst will support a federal agency located in Washington, D.C. Position is full time, onsite Mon-Fri 5 days/week. Core work hours are between 8am – 5pmET. Salary: $65,000 - $75,000 Primary Job Dut…
Est. 217,500 USD
Clarity Innovations is a trusted national security partner, dedicated to safeguarding our nation’s interests and delivering innovative solutions that empower the Intelligence Community (IC) and Department of Defense (DoD…
Est. 189,650 USD
At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people. Our 13,000+ people are united in a shared purpose to pursue the li…
Est. 145,000 USD
About Us AGE Solutions is a premier technology and professional services company, providing in-depth consulting, advanced technology solutions, and essential services throughout the U.S. government, defense, and intellig…
Est. 125,000 USD
Freedom Technology Solutions Group is seeking an IT Program Manager to oversee data engineering efforts and support the Intelligence Community customer. This role is part of an existing team responsible for creating and…
Est. 197,750 USD
At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people. Our 13,000+ people are united in a shared purpose to pursue the li…
Est. 231,300 USD
At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people. Our 13,000+ people are united in a shared purpose to pursue the li…
Est. 173,100 USD
SMX is seeking a dynamic Sr. Program Manager to lead a large-scale, mission-critical IT modernization and transformation program for a federal agency focused on national security and law enforcement. The Program Manager…
Est. 184,700 USD
At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people. Our 13,000+ people are united in a shared purpose to pursue the li…
Est. 231,300 USD
At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people. Our 13,000+ people are united in a shared purpose to pursue the li…
Est. 189,650 USD
At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people. Our 13,000+ people are united in a shared purpose to pursue the li…
Est. 144,250 USD
At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people. Our 13,000+ people are united in a shared purpose to pursue the li…
Est. 163,700 USD
At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people. Our 13,000+ people are united in a shared purpose to pursue the li…
Est. 206,850 USD
At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people. Our 13,000+ people are united in a shared purpose to pursue the li…
Est. 120,000 USD
Overview Black Canyon Consulting (BCC) seeks a Program Manager to lead a multi-disciplinary team supporting the Department of Defense’s Military Community & Family Policy (MC&FP) IT & Cyber Mission Support Se…
Est. 268,000 USD
Clarity Innovations is a trusted national security partner, dedicated to safeguarding our nation’s interests and delivering innovative solutions that empower the Intelligence Community (IC) and Department of Defense (DoD…
Est. 120,000 USD
Clarity Innovations is a trusted national security partner, dedicated to safeguarding our nation’s interests and delivering innovative solutions that empower the Intelligence Community (IC) and Department of Defense (DoD…
Est. 184,700 USD
At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people. Our 13,000+ people are united in a shared purpose to pursue the li…
Est. 32,500 USD
SMX is seeking a mid-level IT Specialist to provide NMCI support for our NAWCAD customer in Lakehurst, NJ. Essential Duties & Responsibilities Create and maintain customer relations ensuring the POC is aware of their…
Est. 180,000 USD
At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people. Our 13,000+ people are united in a shared purpose to pursue the li…
Est. 180,000 USD
XLA is looking for a Crypto Currency Senior Investigative Analyst to support a federal agency in Arlington, VA. This position is onsite position Monday-Friday. Candidates must be local to the Arlington, VA area to be con…