Program Manager

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 #J-18808-Ljbffr