IT Service Desk Program Manager — Secret Clearance

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

Job summary

XLA is seeking a Program Manager to lead IT support operations for a large federal client in Washington, D.C. The successful candidate will be the primary interface with senior government stakeholders and manage day-to-day operations of a Tier 1, 2, and 3 enterprise service desk.

Required qualifications include a Bachelor's degree in IT or a related field and at least 5 years of program management experience. Strong ITSM experience is preferred, and individuals must be able to obtain a U.S. Secret Security Clearance.

The position requires leading a team of technical support staff and ensuring all operational requirements are met.

Qualifications

• 5+ years of program management experience directly supporting a complex, enterprise-scale IT service desk.
• Experience managing multi-tier (Tier 1/2/3) technical support teams of 25+ staff.
• Strong background in ITSM platforms; BMC Helix (Remedy) strongly preferred.

Responsibilities

• Serve as the primary client‑facing program lead.
• Manage program execution, staffing, and scheduling.
• Oversee 24x7 Tier 1 call center operations.
• Ensure contractor personnel meet client security and compliance requirements.

Skills

Program management

Team leadership

IT service desk management

SLA compliance

Quality assurance

ITSM platforms

Windows and macOS knowledge

Education

Bachelor's degree in IT or related field

Tools

BMC Helix (Remedy)

Intune

JAMF

Cisco AnyConnect VPN

Job description

XLA is seeking a Program Manager to lead IT support operations for a large federal client in Washington, D.C. The successful candidate will be the primary interface with senior government stakeholders and manage day-to-day operations of a Tier 1, 2, and 3 enterprise service desk.

Required qualifications include a Bachelor's degree in IT or a related field and at least 5 years of program management experience. Strong ITSM experience is preferred, and individuals must be able to obtain a U.S. Secret Security Clearance.

The position requires leading a team of technical support staff and ensuring all operational requirements are met.