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Senior sourcing manager, Technology (Nashville, TN)
Starbucks Coffee Company
Nashville
Now Brewing – senior sourcing manager, technology! #tobeapartner
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Program manager, Transformation and Process Excellence (Seattle, WA or Nashville, TN)
Starbucks Coffee Company
Seattle
Now Brewing - program manager, Transformation and Process Excellence! #tobeapartner
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Construction manager - Northeast (OH, CT, Upstate NY)
Starbucks Coffee Company
New York · Watertown
The construction manager serves as the primary point of accountability for construction execution and partners closely with Real Estate, Design, Operations, Planning, execution, and…
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Construction Project Manager
EHC
Birmingham, AL
The Construction Project Manager provides project management for implementation of approved capital design and construction projects. This position provides construction guidance, support…
Added 2 mins ago
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Senior Client Support Specialist
Contexture
Multiple Bases (Phoenix, Denver, or Grand Junction), AZ
- $5,147 to $5,833 USD / month
Collaborates with the Manager, Client Support, to contribute to the development and revision of training plans for Client Support Specialist.
Added 2 mins ago
Sentinel System Safety Engineering Manager 2- 19252
Northrop Grumman
Roy
Northrop Grumman Defense Systems is seeking a System Safety Engineering Manager 2. This position will be located in Roy, UT and will support the Sentinel program. Northrop Grumman supports…
Added 2 mins ago
Principal Project Management
Northrop Grumman
Camarillo
Northrop Grumman Mission Systems (NGMS) is seeking a Principal/SR Principal Project Manager to support the US Navy’s Airborne Electronic Attack Integrated Product Team (IPT) as part of the…
Added 2 mins ago
Systems Engineer 2
Northrop Grumman
Corinne
…execution, standards, workflow processes on the Sentinel program/project support. This role will report directly to the Systems Engineering…
Added 2 mins ago
Human Resources Manager 2
Northrop Grumman
Oklahoma City
Northrop Grumman Aeronautics Systems is seeking a Human Resources Manager 2 to join our team of qualified, diverse individuals and provide support for the Flight Operations organization.…
Added 3 mins ago
Manager Programs 3
Northrop Grumman
Linthicum Heights
Northrop Grumman Mission Systems' (NGMS) Secure Processing Operating Unit (OU) has an immediate opening for a Manager of Programs 3 located onsite in Linthicum, MD. This position will be…
Added 3 mins ago
Traffic Administrator Manager I
Northrop Grumman
Mesa
…schedules, day to day workflow, and operating costs). Program Manager responsibilities include: cost, schedule, and technical performance of a specific unit or work package on a large…
Added 3 mins ago
HR Business Partner 2
Northrop Grumman
Iuka
This key HRBP role reports to an Human Resources Manager 3 in the Aeronautics Systems (AS) Sector. The selected candidate will support multiple functions and provide strategic and tactical…
Added 3 mins ago
Principal Information Systems Project Manager BOSS#20537
Northrop Grumman
Roy
We are seeking a Principal Information Systems Project Manager, you will report functionally to the SDS Engineering Functional Homeroom. You will be expected to oversee large-scale, complex…
Added 3 mins ago
Energetics Lead Engineer Propulsion – Level 3/4: Active Secret Clearance
Northrop Grumman
Chandler
Define and scope engineering tasks required for project planning and execution; analyze project requirements and develop detailed plans, conceptual designs, and risk assessments
Added 3 mins ago
Manager Production Operations - Level 3
Northrop Grumman
Baltimore
Northrop Grumman’s Space Sector is seeking a Manager Production Operations– Level 3 to join our team in Baltimore, MD. This position is 100% onsite and cannot accommodate telecommute work.
Added 3 mins ago
Program Manager 3
Northrop Grumman
El Segundo · Iuka · Fort Worth
Northrop Grumman Aeronautics Systems (NGAS) has an opening for Program Manager 3 (PM) to join our team of qualified, diverse individuals within the F-35 Program Management organization.…
Added 3 mins ago
Sentinel Systems Engineering Manager 2- 20666
Northrop Grumman
Roy
Northrop Grumman’s Defense Systems sector is seeking a Systems Engineering Manager 2 to join a multi-functional team of Electrical, Mechanical, and Systems Engineers in Roy, UT. This…
Added 3 mins ago
Manager Production Operations 2
Northrop Grumman
Sunnyvale
Northrop Grumman Mission Systems is looking for you to join our team as an Operations Program Manager (OPM) based out of Sunnyvale, CA, supporting the Operations Program Management…
Added 3 mins ago
Manager Industrial Engineering 2
Northrop Grumman
Sunnyvale
Northrop Grumman Mission Systems (NGMS) is looking for you to join our Marine Systems team as an Industrial Engineering & Ops Systems Manager 2 based out of Sunnyvale, CA.
Added 3 mins ago
Manager Production Operations 3
Northrop Grumman
Sunnyvale
Northrop Grumman Mission Systems is looking for you to join our team as an Operations Program Manager 3 (OPM) based out of Sunnyvale, CA, supporting the Operations Program Management…
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Manager Human Resources 2
Northrop Grumman
Iuka
Northrop Grumman Aeronautics Systems is seeking a Human Resources Manager 2 to become part of the HR Operations leadership team and provide support for the Production Operations…
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Manager Project Management 1
Northrop Grumman
Baltimore
The AMS Division Supplier Quality organization is seeking a Manager Project Management 1. This position is based on-site in Baltimore, MD.
Added 5 mins ago
SO
Highway Maintenance Specialist I 2026-02675
State of Wyoming
Buffalo, WY · WY
- $25.21 to $28.01 USD / hour
Assists the manager in planning, assigning, and supervising.
Added 5 mins ago
General Manager, Courtyard by Marriott Maui Kahului Airport
Marriott
Kahului, HI
Acts as a project manager for the execution of capital improvements (e.g., renovations, reinventions, refreshes, signage, etc.).
Added 6 mins ago
Oracle Supply Chain Senior Manager
Deloitte US
Houston, TX
As an Oracle Cloud Supply Chain Senior Manager, you will be responsible for spearheading the planning, design, and execution of project initiatives across all associated workstreams. This…

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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