Federal IT Service Desk Program Manager

XLA; Washington (District of Columbia); On-site; USD 90,000 - 120,000; Full time

Job summary

XLA is looking for a Program Manager in Washington, D.C. to lead IT support operations for a federal client. You will be the main point of contact for senior government stakeholders and manage a large service desk for thousands of users across various locations, ensuring compliance and quality assurance.

The ideal candidate will have experience in managing IT operations, staffing, and scheduling, as well as the ability to secure a U.S. Secret Security Clearance.

Qualifications

• Ability to obtain and maintain a U.S. Secret Security Clearance.
• Experience managing IT support operations.

Responsibilities

• Serve as the primary client-facing program lead.
• Manage program execution, staffing, and scheduling.
• Oversee 24x7 call center operations and technical support.
• Lead surge staffing efforts to scale operations.
• Ensure security and compliance requirements are met.
• Develop and maintain a Quality Assurance Plan.

Skills

Client-facing program leadership

Program execution management

Staffing and scheduling

Quality assurance

Job description

XLA is looking for a Program Manager in Washington, D.C. to lead IT support operations for a federal client. You will be the main point of contact for senior government stakeholders and manage a large service desk for thousands of users across various locations, ensuring compliance and quality assurance.

The ideal candidate will have experience in managing IT operations, staffing, and scheduling, as well as the ability to secure a U.S. Secret Security Clearance.