Federal IT Service Desk Program Manager (On-site, DC)

XLA; Arlington (VA); On-site; USD 90,000 - 120,000; Full time

Job summary

XLA is seeking a Program Manager in Arlington, VA to lead IT support operations for a large federal client. This role involves serving as the primary point of contact with government stakeholders and managing a multi-tier enterprise service desk.

The ideal candidate will have over 5 years of program management experience and a strong background in IT service desk operations, with responsibilities including program execution, staffing, and quality assurance.

Qualifications

• 5+ years of program management experience supporting an IT service desk.
• Proven experience managing teams of 25+ staff.
• Experience with 24x7 operations including shift scheduling.

Responsibilities

• Serve as the primary client-facing program lead.
• Manage program execution, staffing, and scheduling.
• Oversee 24x7 Tier 1 call center operations.

Skills

Program management experience

Management of multi-tier technical support teams

IT service desk operations

Experience with ITSM platforms

SLA management

Endpoint management tools familiarity

Education

Bachelor's degree in IT, Computer Science, Business Administration, or related field

Tools

BMC Helix (Remedy)

Microsoft 365 environments

Windows and macOS environments

Job description

XLA is seeking a Program Manager in Arlington, VA to lead IT support operations for a large federal client. This role involves serving as the primary point of contact with government stakeholders and managing a multi-tier enterprise service desk.

The ideal candidate will have over 5 years of program management experience and a strong background in IT service desk operations, with responsibilities including program execution, staffing, and quality assurance.