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Added 1 min ago
Stakeholder Management Solutions Department Manager - Environmental Services
Burns & McDonnell
Houston, TX · San Antonio, TX · Austin, TX · Dallas, TX
The Stakeholder Management Solutions (SMS) Department Manager leads the SMS Business Line within Environmental Services (ENS) in the South Central Region (SCR), which includes Texas,…
Added 1 min ago
Environmental & Regulatory Compliance Department Manager - Environmental Services
Burns & McDonnell
Houston, TX · San Antonio, TX · Austin, TX · Dallas, TX
The Environmental Regulatory Compliance (ERC) Department Manager leads the Environmental Studies Business Line within Environmental Services (ENS) in the South Central Region (SCR), which…
Added 1 min ago
CS
Hilltop Laboratory Building Manager
Cold Spring Harbor Laboratory
Long Island, NY
- $60,000 to $70,000 USD / year
…building-related operations in the new CSHL Hilltop Laboratory complex. CSHL Hilltop Laboratory is a multi-lab complex with space for up to 8-10 biomedical laboratories as well as a…
Added 1 min ago
Environmental Studies Department Manager - Environmental Services
Burns & McDonnell
Houston, TX · San Antonio, TX · Austin, TX · Dallas, TX
The Environmental Studies Department Manager leads the Environmental Studies Business Line within Environmental Services (ENS) in the South Central Region (SCR), which includes Texas,…
Added 1 min ago
TU
Director, Product Management
Tangoe US,Inc
United States
- $160,000 to $185,000 USD / year
Ecosystem: UEM/MDM integrations (ex. Jamf Pro and Microsoft Intune), Mobile Threat Defense (MTD) partnerships, Apple Business Manager (ABM), and automation and workflow optimization.
Added 2 mins ago
Sales Solutions Architect - AV
Black Box
PLANO, TX
…process, and document results in a needs analysis summary (program report) for client review before detailed design…
Added 3 mins ago
CO
Human Resources Coordinator
City of Marco Island Florida
Marco Island, FL
- $25.85 to $41.67 USD / hour
Provides direct administrative support to the City Manager, including calendar management, meeting coordination, correspondence preparation, and document drafting.
Added 3 mins ago
Store Manager
The Vitamin Shoppe
Saratoga Springs, UT
As a Store Manager, you’ll be accountable for promoting a sales culture that builds productivity. In addition, you’ll prepare for future growth by hiring and developing great people!
Added 4 mins ago
CO
GIS Business Intelligence Analyst
City of Mesquite
Mesquite, TX
- $67,387.76 to $80,222.76 USD / year
The GIS Business Intelligence Analyst, with general guidance provided by the GIS Manager works with various divisions to align asset management software (Cityworks, SeeClickFix, pipe…
Added 4 mins ago
Sr. People Analytics Analyst
AeroVironment, Inc.
Simi Valley, CA
…initiatives within the HRIS roadmap; and works closely with the HRIS Manager and business teams to leverage Workday reporting capabilities, Reporting Agents, Hubs, and configurations…
Added 6 mins ago
Senior Project Manager
Suffolk
Las Vegas, NV
The Senior Project Manager is responsible for all project administration including all contractual requirements, agreements with trade partners, purchase orders, and risk management. This…
Added 6 mins ago
Dallas Location Leader
HNTB Corporation
Dallas, TX
…schedule, budget and quality management and delivery; client program and pursuit discovery and strategy) for HNTB Mega and Super Mega pursuits and projects. May serve as project manager or…
Added 6 mins ago
Arkansas Location Leader
HNTB Corporation
Little Rock, AR
…schedule, budget and quality management and delivery; client program and pursuit discovery and strategy) for HNTB Mega and Super Mega pursuits and projects. May serve as project manager or…
Added 6 mins ago
Fort Worth Location Leader
HNTB Corporation
Fort Worth, TX
…schedule, budget and quality management and delivery; client program and pursuit discovery and strategy) for HNTB Mega and Super Mega pursuits and projects. May serve as project manager or…
Added 7 mins ago
Financial Analyst II - FP&A Topline
Proofpoint, Inc.
Sunnyvale, CA
Reporting to the Manager, FP&A, you’ll help refine company-wide top-line reporting and work with Finance, Accounting, Sales, and Sales Operations to build scalable processes for a growing…
Added 10 mins ago
Front Desk Supervisor
Sheraton Music City
Nashville, TN
Assist the Front Office Manager in managing the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate/franchise policies and procedures…
Added 11 mins ago
Energy Project Manager
IPS-Integrated Project Services
Blue Bell, PA · Burlington, MA · Germantown, MD · Somerset, NJ · Cherry Hill, NJ · Cary, NC
…procurement, construction management, and CQV of technically complex facilities, primarily in the life sciences industry. We are looking for a talented Energy Project Manager to join our…
Added 11 mins ago
Construction Project Manager
IPS-Integrated Project Services
Vacaville, CA
…procurement, construction management, and CQV of technically complex facilities, primarily in the life sciences industry. We are looking for a dynamic and skilled Construction Project…
Added 11 mins ago
Office Manager
IPS-Integrated Project Services
Cary, NC
…procurement, construction management, and CQV of technically complex facilities, primarily in the life sciences industry. We are looking for a dedicated Office Manager to join our talented…
Added 12 mins ago
OC
Dean of Business and Information Technology
Olympic College
Bremerton, WA
- $115,000 to $135,000 USD / year
The BT division office is supported by a dedicated team, including a Division Program Manager and Division Outreach Coordinator. The Dean supervises faculty and staff across several…
Added 12 mins ago
Assistant Ranch Drive On - Applegate 3 Ranch
Foster Farms
Atwater, CA
Contribute to and assist Ranch Manager to oversee all ranch activities and functions of assigned fryers and fryer ranch.
Added 12 mins ago
Assistant Ranch Drive On - Applegate 2 Ranch
Foster Farms
Atwater, CA
Contribute to and assist Ranch Manager to oversee all ranch activities and functions of assigned fryers and fryer ranch.
Added 13 mins ago
OSP Program Manager - Long Haul Deployment
Zayo Group LLC
United States
The Program Manager, Long Haul OSP Deployment is responsible for the successful delivery of long haul fiber deployment programs through direct management of turnkey engineering and…
Added 14 mins ago
A
Program Manager - Engineering
Actalent
Mukilteo, WA
- $140,000 to $170,000 USD / year
Job Title: Program Manager Defense SystemsLocation: Mukilteo, WA, USPlacement Type: Full Time Top Skills-Ability to manage a budget-Ability to manage a schedule-Ability to interface with a…
Added 14 mins ago
A
ICT Project Manager (100% Remote)
Actalent
Dallas, TX
- $55 to $72 USD / hour
Job Description:We are seeking a Senior Project Manager to lead complex engineering and mission-critical projects from planning through successful project delivery. This individual will be…

mPower, Inc.

Help Desk Engineering Manager

Bethesda, MD, United States

$125,000 to $145,000 USD / year

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Job details

Pay: $125,000 to $145,000 USD / year
Experience: Minimum of 10 years of relevant experience, including at least 5 years in a specialized IT-related role.
Posting language: English
Posted: Nov 4, 2026

Original job description

mPower, Inc. is seeking an experienced and results-driven Help Desk Engineering Manager to lead and oversee the delivery of comprehensive IT support services for its customer.

The Help Desk Engineering Manager will provide strategic and operational leadership for a multidisciplinary team responsible for IT service delivery, Help Desk operations, desktop and systems support, asset management, and information security support. This individual will serve as the primary liaison between mPower and Government stakeholders, ensuring contract performance, service quality, customer satisfaction, and compliance with established requirements.

The ideal candidate is a proactive, hands-on leader with a strong background in IT operations, federal contract management, and IT service management. This position requires someone who can effectively manage personnel, drive operational improvements, resolve complex challenges, and maintain strong relationships with customers and stakeholders.

Job Responsibilities:

Program and Contract Management

Serve as the primary point of contact between mPower and Government stakeholders, including the Contracting Officer (CO), Contracting Officer's Representative (COR), and other designated personnel.
Provide overall leadership, management, and oversight of contract operations, ensuring successful execution of all contractual requirements, deliverables, and performance standards.
Manage program resources, personnel assignments, schedules, budgets, and operational priorities to ensure efficient and effective service delivery.
Develop and maintain project management plans, operational procedures, performance reports, and other required contract documentation.
Conduct regular meetings with Government stakeholders to review program performance, staffing, project progress, and operational challenges.
Identify and proactively address performance concerns, operational risks, resource constraints, and opportunities for improvement.
Support contract transitions, workforce planning, and continuity of operations as required.

IT Service Management and Operations

Oversee daily IT service delivery operations, including Help Desk support, incident management, service requests, desktop support, and technical escalation processes.
Ensure adherence to established Service Level Agreements (SLAs), performance metrics, and customer service standards.
Monitor and evaluate ITSM performance using ticketing systems, reporting dashboards, customer feedback, and operational metrics.
Oversee the effective use of IT service management platforms, including ServiceNow or comparable systems, to ensure accurate ticket tracking, prioritization, escalation, and resolution.
Coordinate IT projects and initiatives, including technology deployments, hardware refreshes, system upgrades, and service improvements.
Collaborate with technical teams and Government stakeholders to identify recurring issues, implement corrective actions, and improve operational efficiency.
Support oversight of IT asset management, including hardware and software inventories, lifecycle management, and compliance reporting.

Team Leadership and Personnel Management

Supervise and provide leadership to contractor personnel supporting IT operations and technical services.
Establish clear performance expectations, assign responsibilities, monitor productivity, and ensure accountability for assigned work.
Identify staffing needs, support recruitment and onboarding activities, and ensure appropriate personnel coverage across supported locations.
Promote professional development, technical training, knowledge sharing, and continuous improvement within the team.
Foster a collaborative, customer-focused environment that emphasizes responsiveness, professionalism, and high-quality service delivery.
Address personnel and performance concerns promptly and effectively.

Performance Monitoring and Continuous Improvement

Develop, monitor, and report key performance indicators (KPIs), including ticket volume, response and resolution times, SLA compliance, customer satisfaction, and service trends.
Prepare accurate and timely weekly and monthly status reports, management briefings, and other required program deliverables.
Analyze service delivery metrics to identify trends, recurring challenges, and opportunities to improve efficiency and customer experience.
Develop, maintain, and improve Standard Operating Procedures (SOPs), escalation processes, and knowledge management practices.
Implement process improvements and corrective actions to strengthen operational performance and service quality.
Ensure compliance with applicable federal policies, information security requirements, and established IT operational procedures.

Required Qualifications:

Bachelor's degree in Computer Science, Information Systems, Engineering, Business, or another related discipline, or a substitute combination of verifiable experience.
Minimum of 10 years of relevant experience, including at least 5 years in a specialized IT-related role.
Demonstrated experience in the development and management of complex IT programs or projects, from inception through deployment.
Experience managing personnel, technical resources, budgets, and operational activities across complex organizational environments.
Experience supporting or managing multiple contracts and/or subcontracts of varying size and complexity.
Progressive experience in information systems design, management, and IT service delivery.
Strong understanding of IT service management principles, Help Desk operations, incident management, escalation procedures, and service performance metrics.
Demonstrated ability to manage competing priorities, resolve operational challenges, and deliver results in a customer-focused environment.
Excellent leadership, interpersonal, organizational, problem-solving, and written and verbal communication skills.
Ability to work effectively with Government stakeholders, technical personnel, and organizational leadership.
Project Management Professional (PMP) certification or the ability to obtain in 90 days
Ability to obtain a Public Trust

Preferred Qualifications:

ITIL Version 3 Foundation certification or current equivalent.
HDI Help Desk Institute certification, such as:
HDI Help Desk Manager
HDI Desktop Support Manager
HDI Support Center Manager
One or more of the following technical certifications:
Microsoft Technology Associate (MTA)
Microsoft Certified Solutions Associate (MCSA)
Microsoft Certified Solutions Expert (MCSE)
Apple Certified Support Professional
ITIL Intermediate Certification or higher
Previous experience managing IT support services within NIH, HHS, or another federal agency.
Experience with ServiceNow or similar ITSM platforms.
Familiarity with federal IT security requirements, IT asset management, and enterprise technology environments.
Demonstrated success improving SLA performance, customer satisfaction, and operational efficiency across large IT support programs.

mPower, Inc. is an Equal Opportunity/Affirmative Action employer. Qualified applicants or employees will receive consideration for employment without regard to race, color, religion, ethnic or national origin, ancestry, age, sex, sexual orientation, gender identity, pregnancy (including childbirth or related condition), citizenship, familial status, mental or physical disability status, veteran status, genetic information, other non-disqualifying disability, or any other characteristic protected by law.

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