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NW Residential Services Coordinator - Francis Place (P/T Flex 20 - 37.5 hrs/wk)
CCSWW
Bellingham, WA
- $25.96 to $27.26 USD / hour
The Residential Services Coordinator is responsible for daily crisis management, milieu relationship management, and effective and safe daily building operation at our 24/7 controlled…
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Lead Technical Project Manager, GTM Systems
Klaviyo
Boston, MA · San Francisco, CA
8+ years of technical program or project management, business systems delivery, or GTM/revenue systems experience at a SaaS company, with a track record of owning large, multi-team programs…
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Lead Technical Project Manager, GTM Systems
Klaviyo
San Francisco, CA
8+ years of technical program or project management, business systems delivery, or GTM/revenue systems experience at a SaaS company, with a track record of owning large, multi-team programs…
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Global Technology Lead - Advanced Automation
Wm. Wrigley Jr.
United States
Strong project-management skills, attention to detail and the ability to influence and deliver through others.
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Global Technology Lead – Factory OT Infrastructure
Wm. Wrigley Jr.
United States
Strong project-management skills, with the ability to coordinate stakeholders, manage competing priorities and move initiatives into execution.
Added 1 min ago
LR
Director (X) of Employer and Workforce Partnerships
Los Rios Community College District (CA)
Sacramento, CA
- $130,943.54 to $141,737.5 USD / year
The successful candidate will demonstrate expertise in workforce development, relationship building and management, stakeholder engagement, project management, labor market analysis, data…
Added 1 min ago
FO
Project Coordinator, Family Advancement
Focus on the Family
Colorado Springs, CO
- $19.3 to $22.76 USD / hour
Tracks event and mailing projects through Aprimo project management software
Added 1 min ago
Senior Project Manager, Geochemist
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Boise, ID · Missoula, MT · Helena, MT · Butte, MT
…advance into the future. We are currently seeking a Senior Project Manager, Geochemist to work in a project management and technical support role alongside highly skilled professionals on…
Added 1 min ago
RN Clinical Analyst/Information Systems
Bonner General Health
Sandpoint, ID
…documentation and interoperability. This position performs project management, provides application support/optimization, and focuses on developing strong relationships with the clinical…
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Construction Project Manager
Ascension
Saint Louis, MO
Emotional well-being: Employee Assistance Program, counseling and peer support, spiritual care and stress management resources
Added 2 mins ago
AD
Legislative Affairs & Policy Intern
Arizona Department of Administration
AZ
- $15.4 to $24.2 USD / hour
The position will provide dedicated support for coordinating implementation activities associated with prior-session legislation and will assist with division activities related to Arizona…
Added 2 mins ago
Business Process & Strategic Initiatives Specialist, Transfer Agency
The Northern Trust Company
Chicago, IL · Boston, MA
Create performance metrics, dashboards, and reporting to measure outcomes and support management decision-making
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NTAM Governance Administrator
Northern Trust Investments Inc
Tempe, AZ
Support ad hoc assignments, special projects, program management, governance, and regulatory engagement (e.g., regulatory exams and audits), etc.
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Director, Public Affairs - Energy
FTI Consulting (SC) Inc.
Houston, TX
Proven project management skills and the ability to proactively support/counsel key client relationship; Strong time and priority management skills and an ability to effectively juggle…
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Program Manager II, Supply and Materials Planning, Cloud Supply Chain
Google
Sunnyvale, CA
2 years of experience in program or project management.
Added 3 mins ago
CP
Program Coordinator- Career Ready - #755427851
CAL POLY POMONA FOUNDATION
POMONA, CA
- $28.95 to $31.25 USD / hour
Summary of Position: The Program Coordinator (PC) will create, implement, maintain, and assess projects related to student career preparation, hiring of additional staff and student…
Added 3 mins ago
Group Mgr Fraud Operations (US)
TD Bank, N.A.
Remote, United States
Support continuous improvement of Issue Management practices by identifying opportunities to strengthen quality, consistency, and efficiency and reduce rework.
Added 3 mins ago
Manager, Financial Crime Risk Management (US)
TD Bank, N.A.
Remote, United States
The Manager, Financial Crime Risk Management role leads and develops a team of professionals who provides oversight, expert policy / regulatory guidance and advisory services and/or a…
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Business Mgmt Analyst I (US)
TD Bank, N.A.
Remote, United States
As part of Financial Crimes Prevention and Operations (FCPO), the Business Management Analyst I is responsible for delivering timely and accurate support for employee access and application…
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Business Analyst III (US)
TD Bank, N.A.
Remote, United States
The Business Analyst III provides analytical and project management support to various corporate and business line strategic initiatives according to established Company procedures and…
Added 3 mins ago
Store Manager II - Hudson, NH
TD Bank, N.A.
Hudson, NH
…developing skills and capabilities to achieve career goals, support project/initiative success and achieve business…
Added 3 mins ago
Senior Manager, TD Premier - Performance Insights and Strategic Planning
TD Bank, N.A.
Charlotte, NC · NY · Boston, MA · Coral Gables, FL · Mount Laurel, NJ · Portland, ME
…experience for our Mass Affluent customers. It is a Retail Program that delivers relationship banking, proactive advice and legendary service for our clients. It fosters deep collaboration…
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Store Ops Solutions Manager - Technical Content Development
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Remote, United States
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Field Systems Technician (Night Shift - Mon - Thurs 5pm - 4am)
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United States
…constructing, operating and maintaining the 26-mile I-77 Express project as part of a public-private partnership with the North Carolina Department of Transportation. The tolled express…
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Specialist, Client Management
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NC
The Specialist, Client Management (P3) plays a critical role in advancing the success of our biopharma partners and supporting McKesson’s integrated specialty pharmacy model. As the primary…

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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