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IT Security Manager
Panasonic North America
Kansas City, MO
As an Information Security Management (ISM) Manager, you will lead the strategy, governance, and operational execution of PECNA's modern information security program in a 24/7 manufacturing…
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Manager, PMO
Converge Technology Solutions
United States
The PMO Manager provides leadership and oversight for the team of Project Managers within the Digital Workplace Practice. This role is responsible for ensuring consistent, high-quality…
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Health Unit Coordinator
Oregon Health & Science University
Portland, OR
The Health Unit Coordinator (HUC) is part of the health care team and utilizes her/his knowledge and skills to support and enhance safety, patient experience, communications, and efficiency…
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Construction Manager- Utility Scale Solar
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Atlanta, GA
…days a week (~additional $500 a week) Summary The Construction Manager is responsible for leading on-site construction activities, ensuring tracker systems and associated scopes are…
Added 1 min ago
Associate Product Manager - Sets & Promotions , DEWALT
Black & Decker (U.S.) Inc.
Towson, MD
As a Associate Product Manager - Sets & Promotions you’ll be part of our DEWALT team working as a hybrid employee in Towson, MD. The Associate Product Manager will assist in evaluating and…
Added 1 min ago
Sr Accessibility Product Manager, Clinical Solutions (Remote)
RELX INC
Maryland Heights, MO
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Quality Inspector
Express Employment Professionals
San Diego, CA
Support internal, customer, and certification audits by providing accurate inspection records and objective evidence.
Added 1 min ago
Field Service Technician
Express Employment Professionals
San Diego, CA
Support the 96% monthly equipment operational rate and quarterly OSHA Grade D breathing air testing, and escalate issues to the Lead Technician and Program Manager immediately upon…
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Travel Manager
Encore Travel
New Jersey, NJ
…impact. Some days you're training agents on fare rules or loyalty program mechanics. Some days you're building training materials that stick. Some days you're coaching someone through a…
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Workplace Planning & Facilities Project Manager - Kansas City
Burns & McDonnell
Kansas City, MO
Workplace Standards & Internal Customer Support
Added 2 mins ago
CH
Healthcare Tech Cardiovascular Med/Surg
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- $17.89 to $28.98 USD / hour
Under the direction of a Registered Nurse (RN), the Health Care Technician (HCT) functions as a support to the licensed nursing staff and performs activities related to the personal care…
Added 2 mins ago
CH
Healthcare Tech- Cardiovascular Med/Surg
Carle Health
Urbana, IL
- $17.89 to $28.98 USD / hour
Under the direction of a Registered Nurse (RN), the Health Care Technician (HCT) functions as a support to the licensed nursing staff and performs activities related to the personal care…
Added 2 mins ago
C
Sales Manager (Part Time)
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Franchise Sales Director - Better Homes and Gardens Real Estate - SC, NC, VA, MD, DC, DE & PA - Remote
Anywhere Real Estate
Saint Louis, MO
+ Sales Advisor: Guide prospects through all phases of the sales process independently with support from manager in final meetings. Lead primary meetings and discussions continuously…
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Franchise Sales Director - Better Homes and Gardens Real Estate - SC, NC, VA, MD, DC, DE & PA - Remote
Anywhere Real Estate
Kansas City, MO
+ Sales Advisor: Guide prospects through all phases of the sales process independently with support from manager in final meetings. Lead primary meetings and discussions continuously…
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Information Systems Security Officer (ISSO)
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Plan, coordinate, and support IT security programs and policies, including development and maintenance of system security policies that support compliance with customer, IC, DoW, and NIST…
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CATERING MANAGER
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Position Title: CATERING MANAGER - NEW YORK, NY
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Relationship Manager - Beaverton, OR
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Social Services Associate
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Clinical Specialist CRM - Corpus Christi / McAllen
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Provide technical, educational, operational and sales support to assist the district in meeting Cardiac Rhythm Management (CRM) sales and customer service objectives. CRM seeks…
Added 3 mins ago
Software Quality Engineer I
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Mounds View, MN · Newton, MA
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VP, Relationship Manager - Floor & Decor
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Added 3 mins ago
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Orlando Engagement Hub, FL · Charlotte Engagement Hub, NC · Cincinnati West Chester Engagement Hub, OH
- $25.5 to $35 USD / hour
Engage with Doctors and Office staff on strategies to best use the CareCredit program to optimize their business performance.

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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