Jobs in the United States

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Dental Office Manager
Sonrava Health
San Jose - South Bay, CA
As a Dental Office Manager, you will lead the office in day-to-day operations in support of the doctors and office staff to help develop the practice while providing an exceptional patient…
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AH
Travel LVN / LPN Medical Surgical
Aya Healthcare
Rochester, NY
- $1,519 to $1,755 USD / week
A best-in-class support system and an exceptional experience. Enjoy accurate, weekly pay, and an entire team dedicated to your happiness on assignment, 24/7.
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AH
Travel LVN / LPN Medical Surgical
Aya Healthcare
Rochester, NY
- $1,519 to $1,755 USD / week
A best-in-class support system and an exceptional experience. Enjoy accurate, weekly pay, and an entire team dedicated to your happiness on assignment, 24/7.
Added just now
Dental Office Manager
Sonrava Health
Napa Valley, CA
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Added just now
Early Childhood Teacher (D/HH) - Early Learning Services
State of Ohio
Columbus, OH
…on activities where they can explore and try new things with support and encouragement along the way. We provide the opportunity for children to try a variety of learning experiences…
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Regional Vice President of Facilities
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Dallas, TX
Purpose Statement: The Ancillary and Facilities teams provide the structure and support that allow associates to deliver excellence with confidence and ensure that every community feels…
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Treasury Manager
RPM Living
Austin, TX
Lead and mentor a team of treasury professionals, providing guidance and support to enhance performance
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Strategy & Transformation Senior Manager
Baker Tilly Advisory Group, LP
Remote, United States
…technologies with core business transformational services to support companies in successfully navigating the complexities of digital…
Added 1 min ago
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Family Advocate
Devereux
Daytona Beach, FL
- $17.5 to $19.95 USD / hour
…neglect, and abandonment, and guide parents who need a trusted support system. As a field-based Family Advocate, you will work hand-in-hand with Case Managers to implement Safety Services…
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D
Crisis Clinician - Non-Licensed
Devereux
Winter Park, FL
- $56,000 to $63,840 USD / year
At Devereux, our Mobile Response Team provides immediate, life-changing support to individuals ages 0–30 and their families throughout Central Florida. We are looking for a dedicated…
Added 1 min ago
D
People Operations Generalist
Devereux
Villanova, PA
- $60,000 to $65,000 USD / year
…Generalist to join our People Operations team. In this role, you'll support employee relations, recruitment, onboarding, benefits, leave administration, compliance, workers' compensation,…
Added 1 min ago
FC
Assistant Site Lead - Expanded Learning Program Jackson Elementary (Selma)l (HOLIDAY & VACATION PAY)
Fresno County Superintendent of Schools
Fresno, CA
- $23.96 to $27.74 USD / hour
Under the direction of an assigned supervisor, assist in organizing and executing academic and enrichment activities in support of the Expanded Learning Program (“ELP”) at an assigned…
Added 1 min ago
Extension Associate (Strategy and Outreach Coordinator)
Louisiana State University Agricultural Center
United States
Working closely with faculty throughout the region, the coordinator will lead and support strategic communication initiatives by developing and managing content for web-based platforms,…
Added 1 min ago
E
Supervisor of Housekeeping/ Laundry
Elderwood
Boston, MA
- $20.36 to $25.38 USD / hour
You'll have the opportunity to lead, train, and support your team while collaborating with other departments to keep daily operations running smoothly.
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Acquisition Management Support
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- $104,395 to $156,711 USD / year
Provide acquisition and program management support for Navy programs
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Pharmacist-in-Charge (PIC)
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- $149,000 to $152,000 USD / year
…We're looking for a motivated Pharmacist-in-Charge (PIC) to lead pharmacy operations, support a dedicated team, and help deliver exceptional patient…
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Benefit Programs Specialist IV
New LHRC
Tazewell, VA
…level in the occupational group. Employees perform responsible lead work related to benefit programs. Employees are responsible for serving as lead worker and providing training and…
Added 2 mins ago
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Assistant Store Manager
MINISO USA
Odessa, TX
- $18 to $25 USD / hour
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Personal Trainer
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Accounting Manager
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Support internal, FAR, and other regulatory or compliance audits, partnering closely with the Controller to ensure timely and accurate responses.
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EG
Accounting Manager
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Chicago, IL
- $120,000 to $140,000 USD / year
Support internal, FAR, and other regulatory or compliance audits, partnering closely with the Controller to ensure timely and accurate responses.
Added 2 mins ago
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Teacher Assistant Infant-Toddler-Two (IT2)
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IL
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…old. In this role the person under the guidance of the teams lead plans and implements curriculum. Supports the implementation and completion of child development screenings and…
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Command and Control Network (C2NET) System Administrator SE-3
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As a C2NET System Administrator, you will provide system engineering and cybersecurity support for mission-critical testing environments, support test infrastructure modernization efforts,…
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Principal Logistics Manager
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Odyssey has an excellent opportunity for a Principal Logistics Manager supporting Space Systems Command, SYD 85/BG Program Office. This role will be involved with logistics management…

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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