Jobs in the United States

25+ jobs

Save this search

Added just now
Program Manager SME
Akima, LLC
Kirtland Air Force Base, NM
The Program Manager (PM) / Subject Matter Expert (SME) serves as the senior regional leader responsible for the overall management, execution, quality assurance, and performance of…
Added just now
Program Manager, Master Electrician
Akima, LLC
Herndon, VA
Akima Global Logistics (AGL) seeks a Project Manager licensed as a Master Electrician – to serve as a Facilities O&M SME providing technical leadership and electrical expertise across…
Added just now
Sr. Technical Program Manager
CIQ
Remote, United States
As Senior Technical Program Manager, you will own the end-to-end planning, coordination, and execution of CIQ's most critical cross-functional programs - ensuring engineering, product, and…
Added 1 min ago
Logistics Analyst II (ELMS ICP) SME III - w/Active Secret
Akima, LLC
Tampa, FL
Evaluates individual PEO program’s life cycle cost and trade-off parameters to ensure optimal use of product support providers supply and resources without degrading operational readiness.
Added 1 min ago
Logistics Analyst I (ELMS Inventory Manager Support Tech) SME III - Active Secret
Akima, LLC
Lexington, KY
Monitor inventory levels and report inventory discrepancies to the Government Inventory Manager.
Added 1 min ago
Senior Manager, Army IT Strategy & Growth
Akima, LLC
Herndon, VA
The Senior Manager will play a strategic leadership role in the US Army IT business account, with a primary focus on advising account leadership on the US Army IT Services contracting…
Added 1 min ago
Transportation Heavy Equipment Operator
Akima, LLC
Colorado Springs, CO
Keeps the Heavy Equipment operator lead and/or Transportation Manager updated on missions and equipment status, etc.
Added 1 min ago
C-21 CLS Program Manager
Akima, LLC
Huntsville, AL
The C-21 Program Manager is responsible for the overall leadership, performance, and strategic direction of a ~$30M annual aviation maintenance and operations program spanning both CONUS…
Added 1 min ago
Special Assistant
Akima, LLC
District of Columbia
Provide analysis and support to the SA-CI and OCS leadership, facilitating communication and recommending solutions to high-profile program and policy issues.
Added 1 min ago
GIS Program Manager 5
Lam Research
Fremont
Added 1 min ago
Operations Manager, T&D
MYR Group
Harrisburg, PA · King Of Prussia, PA · Connellsville, PA
The Operations Manager oversees regional business operations and helps achieve the company’s goal of being a best-in-class contractor. This role aligns projects with business objectives,…
Added 1 min ago
BH
Engineering & Technology - Summer 2027 Opportunities
Baker Hughes Energy Services LLC
United States
- $22 to $44 USD / hour
…your internship, you will be supported by a buddy and your manager who will ensure you have a valuable learning experience. You can expect to receive coaching and mentoring to enable you to…
Added 1 min ago
BH
Business Intern - Summer 2027 Opportunities
Baker Hughes Energy Services LLC
United States
- $22 to $44 USD / hour
…your internship, you will be supported by a buddy and your manager who will ensure you have a valuable learning experience. You can expect to receive coaching and mentoring to enable you to…
Added 1 min ago
MCPP Philippines: Network Engineer
KBR
Jacksonville, FL
…environment management in support of the Marine Corps Prepositioning Program – Philippines (MCPP-PHIL) Task Order to include the development and enforcement of the network policy and the…
Added 2 mins ago
PF
Customer Service Rep
Planet Fitness - Baseline Fitness
Burnsville, MN
- $14 USD / hour
Facilitate member services issues and questions and forward to Club Manager/Manager in Training/Team Lead as needed.
Added 2 mins ago
PF
Customer Service Rep
Planet Fitness - Baseline Fitness
Austin, MN
- $13.25 USD / hour
Facilitate member services issues and questions and forward to Club Manager/Manager in Training/Team Lead as needed.
Added 2 mins ago
PF
Customer Service Rep
Planet Fitness - Baseline Fitness
Faribault, MN
- $13.25 USD / hour
Facilitate member services issues and questions and forward to Club Manager/Manager in Training/Team Lead as needed.
Added 2 mins ago
PF
Customer Service Rep
Planet Fitness - Baseline Fitness
Lakeville, MN
- $14 USD / hour
Facilitate member services issues and questions and forward to Club Manager/Manager in Training/Team Lead as needed.
Added 2 mins ago
PF
Customer Service Rep
Planet Fitness - Baseline Fitness
Mason City, IA
- $11 USD / hour
Facilitate member services issues and questions and forward to Club Manager/Manager in Training/Team Lead as needed.
Added 2 mins ago
PF
Team Lead
Planet Fitness - Baseline Fitness
Mason City, IA
- $12.25 USD / hour
Assist with team member management and provide backup support to Club Manager as needed.
Added 2 mins ago
TM
Workday Product Architect III - Solutions Center (100% Remote)
The Medical College of Wisconsin, Inc.
Remote, United States
- $150,800 USD / year
· Provide technical direction on work prioritization and approach in coordination with the team’s manager, without holding direct supervisory authority.
Added 3 mins ago
SO
Program Manager 1-B-LDH (Digital Services-Maintenance & Operations)
State of Louisiana
LA
- $31.01 to $60.84 USD / hour
Join Our Team at DCFS: Program Manager 1-B-LDH (Maintenance & Operations)
Added 3 mins ago
SO
Public Lands Supervisor
State of Louisiana
Baton Rouge, LA
- $27.08 to $53.14 USD / hour
Overseeing the state’s capital construction program
Added 3 mins ago
SO
ADMINISTRATIVE PROGRAM SPECIALIST-A
State of Louisiana
Baton Rouge, LA
- $18.04 to $35.4 USD / hour
…Resources (OHR), a full service human resources office and program for a group of very complex and highly visible entities. Due to the complex, confidential and sensitive nature of the…
Added 3 mins ago
SO
BUSINESS ANALYTICS SPECIALIST (DIGITAL SERVICES - SERVICE MANAGEMENT)
State of Louisiana
LA
- $28.98 to $56.86 USD / hour
Confers with the Program Manager 3 regarding evaluations of program effectiveness, operational performance, and service outcomes and assists with implementing and monitoring recommended…

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