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Added 3 mins ago
Associate Director, Strategy & Operations
Grant Thornton
Chicago, IL · Arlington, VA · Baltimore, MD · Philadelphia, PA · Pittsburgh, PA · Appleton, WI · Cincinnati, OH · Cleveland, OH · Denver, CO · Southfield, MI · Downers Grove, IL · Kansas City, MO · Milwaukee, WI · Minneapolis, MN · St Louis, MO · Wichita, KS · Boston, MA · Edison, NJ · Hartford, CT · NY · Melville, NY · Atlanta, GA · Charlotte, NC · Columbia, SC · Fort Lauderdale, FL · Jacksonville, FL · Orlando, FL · Raleigh, NC · Tampa, FL · Austin, TX · Dallas, TX · Houston, TX · Oklahoma City, OK · Tulsa, OK · San Diego, CA · San Jose, CA · San Francisco, CA · Los Angeles, CA · Newport Beach, CA · Portland, OR · Reno, NV
Grant Thornton is seeking an Associate Director, Strategy & Operations to join the team. Approved office locations can be found below.
Added 3 mins ago
CI
Biller II
Currance Inc
Remote, United States
- $20 to $24 USD / hour
…business, we manage insurance claims and oversee timely claim resolution and payment processing for our clients. This role involves overseeing and completing the administrative…
Added 3 mins ago
CI
Biller II
Currance Inc
Remote, United States
- $20 to $24 USD / hour
…business, we manage insurance claims and oversee timely claim resolution and payment processing for our clients. This role involves overseeing and completing the administrative…
Added 4 mins ago
Grievances & Appeals Coordinator
American Health Partners
Franklin, TN · Nashville, TN · Oklahoma City, OK · Atlanta, GA · Kansas City, KS · St Louis, MO · Salt Lake City, UT · Jackson, MS
…intake, research, documentation, processing, tracking, and resolution of Medicare Advantage appeals and grievances. The Coordinator manages multiple priorities in a deadline-driven…
Added 6 mins ago
Analyst, Warehousing
Yazaki International Corporation
El Paso, TX
Reports collected data as required by management or related department to assist in planning associate work schedules
Added 6 mins ago
CB
Instructional Aide
ChanceLight Behavioral Health, Therapy, & Education
Orange, CA
- $18 USD / hour
Advanced oral and written communication, organization, conflict resolution, multitasking, problem solving and decision-making ability.
Added 7 mins ago
CO
Program Manager (Capital Improvement Program) - Environmental Services Department
City of San Jose
San Jose, CA
- $134,490.72 to $174,851.04 USD / year
The best candidate will possess excellent public speaking and written communications skills; strong leadership, problem solving and conflict resolution skills; organizational and time…
Added 13 mins ago
UO
UCCS Business Officer (FINANCIAL ANL 3 CX)
University of California, Davis
CA
- $77,100 to $139,900 USD / year
Experience using initiative, problem diagnosis, and proactive problem solving skills to develop and apply creative innovative concepts to problem resolution.
Added 13 mins ago
Lead IT Site Reliability Eng
Kforce
Remote, United States
Perform advanced problem determination and resolution. Lead and direct teams focused on solving high impact technology incidents.
Added 14 mins ago
GG
Collections Specialist
Global Guardian
McLean, VA
- $60,000 to $70,000 USD / year
Problem Solving: Identifies the root cause of payment delays and drives resolution.
Added 15 mins ago
SP
Jane Addams Middle - Special Education Assistant (Focus) - 1.0 FTE
Seattle Public Schools
Seattle, WA
- $46,608.8 to $63,390.81 USD / year
In working with others, problem solving is required to identify issues and create action plans.
Added 15 mins ago
Payroll Commission Specialist
CCM CrossCountry Mortgage, LLC
Cleveland, OH
Identify discrepancies related to loan data, compensation plans, or employee setup and coordinate resolution with Legal, Operations, Compliance, or HR as needed.
Added 16 mins ago
Care Coordinator
Valeris, Inc.
Remote, United States
Utilizes the necessary resources for conflict resolution as needed
Added 16 mins ago
Registered Nurse - Med-Surg/Telemetry - Per Diem - Shift
Kern Medical
Bakersfield, CA
Anticipates and effectively manages rapidly changing situations by rapid grasp of changes in patient status and problem situations. Prioritizing and responds quickly and appropriately to…
Added 18 mins ago
Guest Service Representative- PT
TOWNEPLACE SUITES - ALTAMONTE SPRINGS
Altamonte Springs, FL
Strong communication, problem-solving, conflict-resolution, and computer skills.
Added 21 mins ago
RH
Cardiology Application Analyst III
RWJBarnabas Health
Oceanport, NJ
- $100,000 to $140,400 USD / year
Maintain customer and project communication through detailed ticket updates, issue documentation, resolution notes, and oral and written communication to project teams
Added 22 mins ago
Associate, Retail Banking (Hybrid | San Juan, Puerto Rico)
Oriental Bank
United States
The Associate, Retail Banking plays an essential role in supporting the Bank's digital sales and customer onboarding operations. This position is responsible for reviewing and validating…
Added 25 mins ago
DP
Real Estate Associate (Reston)
DLA Piper LLP (US)
Reston, VA
- $260,000 to $365,000 USD / year
DLA Piper is seeking an Associate with 3-5 years of experience in general real estate transactions, including purchase and sale, joint venture and financing transactions. We seek candidates…
Added 26 mins ago
Customer Experience Specialist
Betco Corporation
Bowling Green, OH
Assist in tracking Customer Service performance indicators, including order accuracy, customer issue resolution, and process compliance.
Added 26 mins ago
NPI Engineer
Huntsville, AL
…product transitions, manufacturing process development, technical problem-solving, and production…
Added 28 mins ago
1st Shift Truss Plant Supervisor
TIBBETTS LUMBER CO LLC
Lehigh Acres, FL
Communicate with the Operations Manager to provide status updates, production goals, concerns and problem resolution; participate in strategy sessions
Added 28 mins ago
Senior SailPoint Administrator
BCBSM, Inc.
Eagan, MN
…share our vision of transforming healthcare. As a Blue Cross associate, you are joining a culture that is built on values of succeeding together, finding a better way, and doing the right…
Added 30 mins ago
Registered Nurse - Surgical ICU - FT - Nights
Grady Memorial Hospital Corporation
United States
…roles include advocacy, performance improvement, leadership, problem solving, delegation, conflict resolution, and team…
Added 30 mins ago
Registered Nurse - Surgical ICU - FT - DAYS
Grady Memorial Hospital Corporation
United States
…roles include advocacy, performance improvement, leadership, problem solving, delegation, conflict resolution, and team…
Added 33 mins ago
GI
SCITLS Computer Support Technician
GD Information Technology, Inc.
United States
- $30.44 to $41.18 USD / hour
…in this role will serve as the first point of contact for IT problem resolutions and will assist SCITLS customers by researching technical issues, exploring answers, and providing…

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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