Program Manager

xla· XLA Corporate
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📍 Washington, D.C.

About this 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.

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
  • Coordinate with the government COR and other client support teams to resolve performance issues

 

Required Qualifications

  • 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; candidates without this background will not be considered
  • Proven experience managing multi-tier (Tier 1/2/3) technical support teams of 25+ staff
  • Experience managing 24x7 operations including shift scheduling and after-hours coverage
  • Strong background in ITSM platforms; BMC Helix (Remedy) strongly preferred
  • 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)

 

Preferred Qualifications

  • ITIL Foundation Certification or higher
  • PMP or equivalent project management certification
  • Experience in federal, legislative, or highly secure government IT environments
  • Experience managing nationwide or geographically dispersed support teams
  • Familiarity with RSA SecurID, Cisco AnyConnect VPN, Active Directory administration

 

EEO Statement

XLA is committed to the full inclusion of all qualified individuals and is an equal opportunity employer committed to supporting equality and integrity in the workplace, professional development and education, and an entrepreneurial atmosphere.  

We encourage qualified individuals with disabilities to apply. If a reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team by phone at 703-584-8317 or via email at humanresources@xla.com. 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.

We are proud to be an EEO/VETERAN EMPLOYER.

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

 

 

 

Frequently Asked Questions

Is the salary disclosed for the Program Manager position at xla?
The salary for this Program Manager role at xla is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Program Manager position at xla located?
This Program Manager role at xla is based in Washington, D.C.. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Which team or department does the Program Manager at xla belong to?
This Program Manager position is part of the XLA Corporate department at xla. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Program Manager position at xla?
Click the "Apply Now" button on this page. You will be redirected to xla's official application portal hosted on greenhouse where you can submit your application directly.
When was the Program Manager job at xla posted?
This Program Manager position at xla was posted on Jun 25, 2026. Apply as soon as possible — early applications are often reviewed first.
Program Manager
xla
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