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 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