Jobs in the United States

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Project Manager - Translations
eResearch Technology Inc
Remote, United States
We are seeking a Project Manager – Translations to join our Clinical Systems Translations team in a remote position based in the United States, supporting Eastern Time Zone business hours.…
Added just now
Learning & Development Manager
Puyallup Tribal Enterprises
Tacoma, WA
Strong project and program management skills, with the ability to organize complex work and move multiple initiatives forward
Added 1 min ago
JH
Sr. Intellectual Property Manager (Johns Hopkins Technology Ventures - Innovation & Commercial Partnerships)
Johns Hopkins University
Baltimore
- $110,000 USD / year
We are seeking a Sr. Intellectual Property Manager. Reporting to the Director Intellectual Property Management, the Sr Intellectual Property (IP) Manager will independently manage a docket…
Added 1 min ago
BC
Human Services Program Manager
Baltimore County
Towson, MD
- $71,975 to $78,646 USD / year
Oversees the management and maintenance of program buildings and facilities.
Added 1 min ago
Case Manager - RN Per Diem Weekends
Memorial Hospital of Gardena
Gardena, CA · Norwalk, CA
Attends staff meetings; follows HIPAA guidelines; follows patient rights policy; complies with the compliance program; demonstrates knowledge of role in a disaster; demonstrates knowledge…
Added 1 min ago
WG
Field HR Coordinator
Wonder Group, INC
United States
- $23.75 to $28.5 USD / hour
The HR Coordinator reports to the site HR Manager and supports leadership through a wide range of HR and administrative duties related to staffing, scheduling, talent acquisition,…
Added 2 mins ago
Sr Director Procurement - Information Technology
GuideWell
United States
Certified Professional in Supply Management (CPSM), Certified Purchasing Manager (CPM), Public Procurement Officer (CPPO), Certified Professional Public Buyer (CPPB), Certified Professional…
Added 3 mins ago
Research Nurse
HMRI - Houston Methodist Research Institute - The Methodist Hospital Research Institute
United States
…research patients under the supervision of the Clinical Trials Manager and Principal Investigator. This position implements clinical research patient care via the research protocol. This…
Added 3 mins ago
Business Banking Relationship Manager
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- Strong relationship management and business development abilities
Added 3 mins ago
Patient Access Rep II - Specialty Clinics Call Center
Northwest Community Hospital
United States
…clinical and financial criteria that require involvement of Case Management team or Financial Counseling. Collaborate with internal and external customers to provide timely resolution to…
Added 3 mins ago
Teller
PNC
Harlingen, TX
…encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their…
Added 3 mins ago
Personal Banker
PNC
Sellersburg, IN
…encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their…
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Branch Manager
PNC
San Antonio, TX
…opportunity to contribute to the company’s success. As a Branch Manager within PNC's Zarzamora Branch, you will be based in San Antonio,…
Added 3 mins ago
Manager, Revenue Integrity
Endeavor Health Clinical Operations
United States
The Manager of Revenue Integrity is responsible for overseeing the hospital's revenue integrity operations, ensuring that all charges and claims are accurate, compliant with regulations,…
Added 3 mins ago
Clinical Nurse Manager - Cardiac Medical Telemetry - Days
Endeavor Health Clinical Operations
United States
Position: Clinical Nurse Manager, Cardiac Medical Telemetry
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Assistant Vice President, Food and Nutrition Services
Endeavor Health Clinical Operations
United States
…culture covering temperature monitoring, sanitation, and allergen…
Added 3 mins ago
Assistant Vice President, Facilities Operations
Endeavor Health Clinical Operations
United States
The Assistant Vice President, Facilities Operations oversees system-wide operational planning and management across all Endeavor acute care hospitals, ambulatory sites, non-acute real…
Added 3 mins ago
Account Manager
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South Florida, NY
Material Bank is seeking an experienced Account Manager to support a broad portfolio of Brand Partners and help them maximize the value of their partnership. Working alongside a dedicated…
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Medical Laboratory Technician Per Diem Evenings
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Huntington Park, CA
Attends staff meetings; follows HIPAA guidelines; follows patient rights policy; complies with the compliance program; demonstrates knowledge of role in a disaster; demonstrates knowledge…
Added 4 mins ago
Residential Sales Specialist
RNA Rentokil North America
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The primary purpose of this role is to sell the company's industry leading pest management services and products to new and existing residential customers, while maintaining a…
Added 4 mins ago
CE
Assistant Restaurant Manager
CEC Entertainment, LLC
Toledo, OH
- $13.3 to $18.29 USD / hour
Ready to level up your management career? Think you’ve got what it takes to lead at the beloved family entertainment industry leader? Families love Chuck E. Cheese because our people are…
Added 4 mins ago
CE
Senior Assistant Restaurant Manager
CEC Entertainment, LLC
Richmond, VA
- $16.69 to $18.36 USD / hour
Minimum of two (2) years previous management experience preferably in the food service industry OR proven track record as a CEC Assistant Manager
Added 4 mins ago
Patient Access Case Manager
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The Patient Access Case Manager is responsible for managing the patient case through the insurance authorization and appeal process. This position will work closely with Interventional…
Added 5 mins ago
EVS Assistant Director
HHS Environmental Services, LLC (USA)
Batavia, NY
Be open-minded and ready to learn from your manager and team members alike
Added 6 mins ago
CASE MANAGER
Premier Health
Dayton
The Case Manager is a registered nurse responsible for individualized patient assessment and care coordination, and transition planning to promote maximal outcomes in relation to…

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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