Jobs in the United States

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Added 2 mins ago
Global Technology Lead – Factory OT Infrastructure
Wm. Wrigley Jr.
United States
…connected, secure and ready for the future. As Global Technology Lead, Factory Operational Technology (OT) Infrastructure, you’ll serve as the global technical authority for the strategy,…
Added 2 mins ago
Senior Industrial Engineer
Mars Wrigley Conf. (MCNA)
United States
Join Mars Snacking as a Segment Industrial Engineer (IE) and lead strategic manufacturing and sourcing solutions that power our global brand. Collaborating with the Segment IE Associate…
Added 2 mins ago
Manager, Global Technology - Accounting in the ECP
Expeditors
Seattle, WA
This Manager role leads a software engineering team responsible for centralizing enterprise accounting data within Expeditors’ Enterprise Core Platform (ECP). This role delivers scalable,…
Added 3 mins ago
Cluster Project Design Electrical Engineer, Fleet Remediation Engineering
Amazon Data Services, Inc.
Herndon, VA
As an Amazon Fleet Remediation Project Design Engineer, you will lead design projects in operational data centers, that remediate issues, upgrade our existing infrastructure or add new…
Added 3 mins ago
Data Engineer , AWS Infrastructure Supply Chain Intelligence
Amazon Data Services, Inc.
Austin, TX · Bellevue, WA
- Build and maintain the infrastructure to answer questions with data, using software engineering best practices, data management fundamentals, data storage principles, recent advances in…
Added 5 mins ago
GR
Customer Care Supervisor
GE Renewables Grid LLC
United States
- $91,700 to $152,700 USD / year
The Customer Care Supervisor for Dead Tank Circuit Breakers will lead a high-performing team dedicated to providing world-class technical and logistical support to our utility and…
Added 5 mins ago
Principal Program Manager - Digital Project Management
GE Energy Management Services, LLC
United States
Help utilities keep the lights on. You lead customer software projects from initiation through acceptance. You coordinate with customers, delivery teams, and partners who rely on dependable…
Added 6 mins ago
Sr. IT Business Analyst in Omaha NE (Full On site)
Concentrix CVG Customer Management Group Inc.
Omaha, NE
The main function of this Individual Contributor position will be to lead key optimization, standardization efforts and leverage the functionality of the ERP and various Business Systems…
Added 8 mins ago
Lead, Technical Support
COLE-PARMER INSTRUMENT COMPANY
Buffalo, NY
Customers are at the center of everything we do at Antylia. The Technical Support Lead is responsible for working through multiple service channels to consistently provide the highest level…
Added 8 mins ago
RH
AI Development
Robert Half
Remote, United States
- $70 to $90 USD / hour
We are looking for an experienced AI Development specialist to contribute to healthcare-focused software initiatives in Wisconsin. This long-term contract opportunity is ideal for an…
Added 9 mins ago
Mechanic I
E-ONE
United States
Identify material requirements and rebuild or repair a range of mechanical, electrical, hydraulic, pneumatic, and software-related systems.
Added 9 mins ago
Data Scientist
3Core Systems, Inc
Wayne, IN
with field operations, engineering teams, and stakeholders to understand data
Added 9 mins ago
Business Development Representative, Informatics - West
Abbott Rapid Dx North America, LLC
Remote, United States
The Informatics Business Development Representative is a point-of-care software sales professional that’s highly skilled at driving exponential growth in their territory through closing new…
Added 10 mins ago
Mechanical Engineering Co-op
Farm Design, Inc.
NH
Reporting to the Engineering Manager, the student will learn effective concept generation, design for manufacturing, prototyping, and documentation as they apply their engineering knowledge…
Added 10 mins ago
Senior Associate, IT Internal Audit
KPMG LLP
Irvine, CA · Los Angeles, CA
…Technology (IT) strategy and transformation programs, agile software development/DevOps, business continuity and disaster recovery, cybersecurity, cloud providers and other third parties;…
Added 10 mins ago
Senior Associate, IT Internal Audit
KPMG LLP
Los Angeles, CA
…Technology (IT) strategy and transformation programs, agile software development/DevOps, business continuity and disaster recovery, cybersecurity, cloud providers and other third parties;…
Added 10 mins ago
V
Sr Software Engineer
Vontier
Virtual
- $112,300 to $140,000 USD / year
5-7 years of experience in commercial software development as a software engineering focusing on back-end elements of applications.
Added 10 mins ago
CM
Staff Software Engineer, Compiler
Code Metal
Boston, MA · San Francisco, CA · Washington, DC
- $170,000 to $200,000 USD / year
Code Metal is the leader in automated software engineering you can trust. As AI writes more of the world's code, the bottleneck in software has shifted from writing code to verifying it…
Added 10 mins ago
CM
Senior Software Engineer, Compiler
Code Metal
Boston, MA · San Francisco, CA · Washington, DC
- $170,000 to $200,000 USD / year
Code Metal is the leader in automated software engineering you can trust. As AI writes more of the world's code, the bottleneck in software has shifted from writing code to verifying it…
Added 11 mins ago
Senior BSP / Platform Software Engineer
Micas Networks
San Jose, CA
Micas Networks is seeking a hands-on, experienced Senior BSP / Platform Software Engineer to own the board support package (BSP) and low-level platform software for our SONiC-based data…
Added 11 mins ago
GD
Lead Software Engineer
Green Dot Corporation
Los Angeles, CA
- $141,918 to $199,300 USD / year
We are seeking a highly skilled and motivated Lead Software Engineer to join our team, supporting a highly transactional (approx. 500-800 TPS) system. This role will be instrumental in…
Added 12 mins ago
Systems Engineer
PPT Solutions, LLC
Huntsville, AL
Candidate must possess a thorough understanding of the requirements development and verification process, system architecture, Model Based Systems Engineering methodologies, and complex…
Added 13 mins ago
Electrical Integration and Test Engineer II
Voyager Technologies, Inc.
Pittsburgh, PA
…progress, fortify national security, and protect critical assets to lead in the race for technological and operational superiority from ground to…
Added 13 mins ago
Senior Site Reliability Engineer
Applaudo Studios
Louisville, KY
Bachelor’s Degree in Computer Science, Software Engineering, Computer Engineering, or a related field is desired, or equivalent professional experience.
Added 13 mins ago
LANDFIRE Technical Lead
KBR Wyle Services, LLC
Sioux Falls, SD
At KBR, we deliver science, technology and engineering solutions to governments and companies around the world. KBR employs approximately 37,000 people worldwide with customers in more than…

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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