Jobs in the United States

25+ jobs

Save this search

Added just now
Quality Manager
Dunn Paper Inc
Gouverneur, NY
We are seeking to hire a Quality Manager for our Gouverneur, NY paper mill. This role plays a key role in optimizing manufacturing processes, improving product quality, and driving…
Added just now
Lead Client Director - Strategic Healthcare (Provider)
ServiceNow
Remote, United States
Provide strategic leadership and partnership to clients, serving as the relationship manager between your customers and ServiceNow
Added just now
AC
Junior IT Support Specialist
Aston Carter
Holmdel, NJ
- $23 USD / hour
…a mixed Windows and Mac environment, handling day-to-day IT operations, and ensuring employees have the tools and access they need to work…
Added just now
AC
Production Planner
Aston Carter
Placentia, CA
- $25 to $30 USD / hour
Work closely with the Supply Chain Manager, operations leadership, and other planners to align priorities, resource planning, and production execution.
Added just now
CM
Product Management Manager
CHG Management, Inc.
Salt Lake City, UT
- $252,300 USD / year
CHG Healthcare is looking for a Manager, Product Management to join our team and lead product managers responsible for internal sales tools across connected enterprise platforms, including…
Added just now
Assistant Manager I
Dollar Tree
Caldwell, ID
We’re seeking an Assistant Store Manager to join our team to help with store operations, customer service and team development. Duties include, but are not limited to, the following:
Added just now
Senior Manager, ADMS
Open Systems International, Inc.
Medina, MN
As the Senior Manager, Advanced Distribution Management Systems (ADMS) Delivery, you will lead multiple teams of engineers and technical leaders responsible for the successful…
Added just now
Lead Customer Service Specialist
University of Georgia Staff
GA
…for quality assurance in customer service and assisting with process improvements throughout each service provided to maintain optimum customer satisfaction. This incumbent works closely…
Added just now
Manager, Global BPO Management
Robinhood
Chicago, IL · Denver, CO · Westlake, TX
The Global BPO Management team, within Robinhood Customer Care Operations, is responsible for the strategy, governance, performance, and commercial management of Robinhood's global Business…
Added just now
MEDICAL ASSISTANT/CERTIFIED MEDICAL ASSISTANT/CERTIFIED NURSE ASSISTANT
MOUNTAIN VIEW HOSPITAL LLC
Idaho Falls, ID
…treatment so patients can receive quality care. Obtain and process doctors orders. Provide good customer service on the phone, or with patients, doctors and other medical…
Added 1 min ago
Program Manager
Leonardo DRS, Inc.
Dallas, TX
May require knowledge of MRP/ERP with a solid understanding of electro-mechanical assembly operations, bills of material, demand material planning, and the supply chain purchasing process.
Added 1 min ago
1H
Production Operative
11th Hour Staffing, Inc
Beavercreek, OH
- $23.81 USD / hour
Check the quality and appearance of finished goods prior to passing them to the next process and separate any defective goods for discussion with the Operations Manager or assigned…
Added 1 min ago
LMCT Territory Performance Manager I
United States 2 Avis Budget Car Rental LLC
United States
We are currently searching for a Local Market Territory Performance Manager. This exciting position develops and executes short-term and long-term strategies, solutions, and improvements,…
Added 1 min ago
Assistant Manager I
Dollar Tree
Boise, ID
We’re seeking an Assistant Store Manager to join our team to help with store operations, customer service and team development. Duties include, but are not limited to, the following:
Added 1 min ago
Assistant Manager I
Dollar Tree
Altavista, VA
We’re seeking an Assistant Store Manager to join our team to help with store operations, customer service and team development. Duties include, but are not limited to, the following:
Added 1 min ago
Assistant Manager I
Dollar Tree
Roanoke, VA
We’re seeking a Seasonal Assistant Manager to join our team to help with store operations, customer service and team development. Duties include, but are not limited to, the following:
Added 1 min ago
Assistant Manager I
Dollar Tree
Statesboro, GA
We’re seeking an Assistant Store Manager to join our team to help with store operations, customer service and team development. Duties include, but are not limited to, the following:
Added 1 min ago
Assistant Manager I
Dollar Tree
Statesboro, GA
We’re seeking an Assistant Store Manager to join our team to help with store operations, customer service and team development. Duties include, but are not limited to, the following:
Added 1 min ago
Assistant Manager I-1
Dollar Tree
Butte, MT
We’re seeking an Assistant Store Manager to join our team to help with store operations, customer service and team development. Duties include, but are not limited to, the following:
Added 1 min ago
Assistant manager
Dollar Tree
Youngstown, OH
We’re seeking an Assistant Store Manager to join our team to help with store operations, customer service and team development. Duties include, but are not limited to, the following:
Added 1 min ago
Assistant manager
Dollar Tree
Youngstown, OH
We’re seeking an Assistant Store Manager to join our team to help with store operations, customer service and team development. Duties include, but are not limited to, the following:
Added 1 min ago
Assistant Manager I
Dollar Tree
Wickliffe, OH
We’re seeking an Assistant Store Manager to join our team to help with store operations, customer service and team development. Duties include, but are not limited to, the following:
Added 1 min ago
Assistant Manager I
Dollar Tree
Boone, NC
We’re seeking an Assistant Store Manager to join our team to help with store operations, customer service and team development. Duties include, but are not limited to, the following:
Added 1 min ago
Assistant Manager I
Dollar Tree
Westerville, OH
We’re seeking an Assistant Store Manager to join our team to help with store operations, customer service and team development. Duties include, but are not limited to, the following:
Added 1 min ago
Assistant Manager I
Dollar Tree
Fairborn, OH
We’re seeking an Assistant Store Manager to join our team to help with store operations, customer service and team development. Duties include, but are not limited to, the following:

mPower, Inc.

Help Desk Engineering Manager

Bethesda, MD, United States

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

Apply About employer

Applications open in a new tab.

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.

Apply About employer

Report this job