Jobs in the United States

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Set Up II (PMT)
Whirlpool
Findlay
Retrieve and program machine controller recipes from master setup sheets; independently calculate and adjust parameters including pack/hold pressures, barrel zone temperatures, injection…
Added just now
PF
Team Lead
Planet Fitness - Baseline Fitness
Mason City, IA
- $12.25 USD / hour
Responsible for assisting in the oversight of gym operations to ensure positive member experience.
Added 1 min ago
Director of Development - Office of Institutional Advancement
The Medical College of Wisconsin, Inc.
Wauwatosa, WI
Reporting to the Managing Senior Director, provides leadership and direction to secure new and increased support from grateful patients, community influencers and friends of the…
Added 1 min ago
TM
Workday Product Architect III - Solutions Center (100% Remote)
The Medical College of Wisconsin, Inc.
Remote, United States
- $150,800 USD / year
The Architect partners with Workday Solution Center leadership, Enterprise BI Architecture, IS, HR, Finance, and senior institutional stakeholders. The role ensures Workday remains a…
Added 1 min ago
TM
Business Analyst V - Solutions Center (100% Remote)
The Medical College of Wisconsin, Inc.
Remote, United States
- $101,200 to $129,700 USD / year
…reporting. Serves as a liaison between departmental users, business leadership, reporting developers, and Information Services to translate business requirements into accurate, secure, and…
Added 1 min ago
PI
Specialty Care Patient Engagement Go-To-Market Excellence Director
Pfizer Inc
Remote, United States
- $176,600 to $294,300 USD / year
Partner with Patient Engagement leadership and brand/marketing leads to translate strategy into actionable go-to-market plans, including segmentation, targeting, channel mix, field…
Added 1 min ago
SO
Maintenance Repairer Master
State of Louisiana
Shreveport, LA
- $21.05 to $37.88 USD / hour
Completion of a two-year vocational technical program in general building construction, construction technology, or engineering plus one year of experience in the building construction…
Added 1 min ago
SO
IT Statewide Systems Technician 1 - 4
State of Louisiana
Baton Rouge, LA
- $22.47 to $40.45 USD / hour
The Division of Administration is the state government’s management arm and the hub of its financial operations. Division offices perform a wide variety of activities, including the…
Added 1 min ago
SO
Program Manager 1-B-LDH (Digital Services-Maintenance & Operations)
State of Louisiana
LA
- $31.01 to $60.84 USD / hour
…Children and Family Services (DCFS). Digital Services provides leadership in project governance, systems implementation, and strategic alignment of technology solutions to support agency…
Added 1 min ago
SO
Public Lands Supervisor
State of Louisiana
Baton Rouge, LA
- $27.08 to $53.14 USD / hour
…requires a high level of focus, organization, discipline and leadership skills. Responsibilities for this position include: supervising and training the Public Lands Analysts, completing…
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ADMINISTRATIVE COORDINATOR 3-WAE
State of Louisiana
Bridge City, LA
- $13.77 to $23.59 USD / hour
…communication, this position offers a meaningful opportunity to support leadership and contribute to the smooth operation of a secure-care…
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JUVENILE JUSTICE SPECIALIST 5
State of Louisiana
Bunkie, LA
- $24.64 to $44.64 USD / hour
…leader who plays a vital role in the heartbeat of facility operations. In this position, you’ll guide staff, strengthen safety and structure, and help shape a positive, trauma-informed…
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PROGRAM CONSULTANT-SOCIAL SERVICES
State of Louisiana
Baker, LA
- $26.29 to $47.38 USD / hour
As a Program Consultant, you’ll help strengthen service delivery, support family engagement, assist staff with program needs, and contribute to consistent, high-quality practices across…
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Park Assistant Manager
State of Louisiana
Franklinton, LA
- $20.65 to $40.53 USD / hour
…Manager in the management and administration of the site's operations, fiscal management, personnel, maintenance, customer service, interpretive, and facility management…
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Dean of Business and Information Technology
Olympic College
Bremerton, WA
- $115,000 to $135,000 USD / year
Leadership experience in accreditation, program review, and assessment.
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Manager Database Administrator - Remote US
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Remote, United States
…architecture, and delivery capabilities that support UKG's business operations and customer and employee experiences. ESE works across business functions to modernize processes, simplify…
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Club Manager
Planet Fitness
Hummelstown, PA
- $50,000 USD / year
The Club Manager is responsible for all club operations under the supervision of the Senior General Manager. This includes ensuring that the operational and financial goals are met,…
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Field Sales Intern
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Reports to (Title): Retail Operations Manager
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Systems analyst II -Recruiting & Onboarding
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Leadership: You will Works independently with minimal supervision, escalating issues appropriately when needed. Partner effectively with business and operations teams to respond quickly and…
Added 4 mins ago
Program manager, Transformation and Process Excellence (Seattle, WA or Nashville, TN)
Starbucks Coffee Company
Seattle
8+ years of experience in one or more areas such as program management, process improvement, operations excellence, supply chain operations, S&OP, data analytics, or transformation…
Added 4 mins ago
Sr. systems analyst - Core HR, Compensation, and Security
Starbucks Coffee Company
Nashville
Leadership: You will Works independently with minimal supervision, escalating issues appropriately when needed. Partner effectively with business and operations teams to respond quickly and…

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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