XLA
Program Manager
Washington, D.C · Contract
Sponsorship not specifiedDetected 27 days ago
iOSAndroidCybersecurityProject ManagementCustomer SupportVPNCiscoSharePoint
About the role
- 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.
- - 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
- Lead surge staffing efforts, scaling up to 25 additional contractors within a 2-month lead time
- 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
- Proven experience managing multi-tier (Tier 1/2/3) technical support teams of 25+ staff
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 - this is a hard requirement
- 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 have
- ITIL Foundation Certification or higher
- PMP or equivalent project management certification
- Experience in federal, legislative, or highly secure government IT environments
- Familiarity with RSA SecurID, Cisco AnyConnect VPN, Active Directory administration
- We encourage qualified individuals with disabilities to apply.
- 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.
- 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
- Strong background in ITSM platforms
Benefits
- shift scheduling and after-hours coverage
Visa & Work Authorization
- Secret Security Clearance or higher
This listing is sourced directly from XLA's careers page and normalized into a canonical job model.