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Wireless Retail Sales Associate - W2059
OSL Retail Services Inc
GREENSBURG, PA
- $18 USD / hour
Benefit from sales incentives, career development opportunities, and an employee referral program.
Added 1 min ago
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Director, Development (Washington DC)
American Diabetes Association
Remote, United States
- $82,000 to $92,000 USD / year
…accountable for significant revenue targets and will influence the strategic implementation of local campaign initiatives. The ideal candidate must have a proven record of success in…
Added 1 min ago
Principal Product Manager
KD THR Property Management LP
Remote, United States
This role combines strategic depth and cross-organizational influence. You will work on the company's most complex initiatives, the ones that cross business units, span customer-facing and…
Added 2 mins ago
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Store Manager
Lowes
Longview, WA
- $90,000 to $135,600 USD / year
To be successful, the Store Manager must build and support a store culture, in partnership with key stakeholders, that is aligned to the Lowe’s mission and behaviors where employees are…
Added 2 mins ago
Principal Technical Success Manager
Mayo US
Rochester, MN
The Principal Technical Success Manager is the enterprise-level data, technical and use case expert for Mayo Clinic Platform Solution Developer Market. This role works with Solution…
Added 2 mins ago
Manager, Dedicated Support Engineer
LiveRamp, Inc.
New York, NY
- Strategic and forward thinking, proven ability to plan ahead
Added 2 mins ago
Senior Supply Chain Manager II
Mortenson
Remote, United States
Mortenson is currently seeking a Senior Supply Chain Manager II that will support the vision, direction, and day to day operations of the Supply Chain organization. You will work closely…
Added 3 mins ago
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Account Manager- Energy Downstream (Refining & Chemicals)
Strategic Staffing Solutions
Houston, TX
- $50,000 USD / year
Strategic Staffing Solutions is looking for an Account Manager in Houston, LA or Utah area
Added 3 mins ago
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Account Manager, Energy Upstream (Oil & Gas)
Strategic Staffing Solutions
Houston, TX
- $50,000 USD / year
Strategic Staffing Solutions is looking for an Account Manager in Houston, Midland or Denver area
Added 3 mins ago
Regional Alliance Manager, Enterprise East
Okta
Boston, MA · NY · Washington, DC
…more than 1000 partners around the world today, Okta’s partner program is designed to accelerate our impact with…
Added 3 mins ago
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HUMAN RESOURCES MANAGER
Spherion
Weston, OH
- $90,000 USD / year
A growing manufacturing leader in Weston, Ohio, is seeking an experienced, strategic Human Resources Manager to lead and oversee all HR functions across the facility. Reporting directly to…
Added 3 mins ago
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Senior Manager, Smart Buildings & Connected Environments - Remote (US)
AECOM
Remote, United States
- $150,000 to $185,000 USD / year
AECOM is seeking a Senior Manager, Smart Buildings & Connected Environments to lead the development and delivery of technology-enabled building and workplace solutions across strategic…
Added 3 mins ago
A
Senior Manager, Smart Buildings & Connected Environments - Remote (US)
AECOM
Remote, United States
- $150,000 to $185,000 USD / year
AECOM is seeking a Senior Manager, Smart Buildings & Connected Environments to lead the development and delivery of technology-enabled building and workplace solutions across strategic…
Added 3 mins ago
A
Senior Manager, Smart Buildings & Connected Environments - Remote (US)
AECOM
Remote, United States
- $150,000 to $185,000 USD / year
AECOM is seeking a Senior Manager, Smart Buildings & Connected Environments to lead the development and delivery of technology-enabled building and workplace solutions across strategic…
Added 3 mins ago
A
Senior Manager, Smart Buildings & Connected Environments - Remote (US)
AECOM
Remote, United States
- $150,000 to $185,000 USD / year
AECOM is seeking a Senior Manager, Smart Buildings & Connected Environments to lead the development and delivery of technology-enabled building and workplace solutions across strategic…
Added 3 mins ago
A
Senior Manager, Smart Buildings & Connected Environments - Remote (US)
AECOM
Remote, United States
- $150,000 to $185,000 USD / year
AECOM is seeking a Senior Manager, Smart Buildings & Connected Environments to lead the development and delivery of technology-enabled building and workplace solutions across strategic…
Added 3 mins ago
Enterprise Account Executive - Florida
PagerDuty
Montpelier, VT
…expansion within an established customer portfolio, combining strategic account management with consultative enterprise selling. You’ll partner with C-level executives and key stakeholders…
Added 3 mins ago
OR
Wireless Retail Sales Associate - W2530
OSL Retail Services
RUTLAND, VT
- $19 USD / hour
Benefit from sales incentives, career development opportunities, and an employee referral program.
Added 3 mins ago
Business Development Manager OEM
Emerson
Montpelier, VT
If you are a sales professional or business development manager looking for an opportunity to grow your career, Emerson has an exciting opportunity for you. In this role, you will drive…
Added 3 mins ago
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Operations Director
The Salvation Army Central Territory
Springfield, IL
- $60,817 to $74,500 USD / year
As part of executive management team to serve as a resource to the Corps Officers, Directors, and program supervisors/managers regarding personnel issues, policies, facilities, property,…
Added 3 mins ago
Information Security Operations Manager
STULLER INC.
Lafayette, LA
As the Information Security Operations Manager, you will lead Stuller's information security program and Security Operations team. You will establish security strategy, oversee cyber risk…
Added 4 mins ago
Sr Site Reliability Engineer -Remote US
SitusAMC
Montpelier, VT
Lead strategic initiatives for seamless application integration, orchestrating the collaboration of diverse software components to enhance overall system efficiency and drive optimal…
Added 4 mins ago
Product Marketing Manager
Meta
Montpelier, VT
Meta is seeking an experienced Product Marketing Manager to join our team. As a Product Marketing Manager at Meta, you will help grow products used by billions of people and businesses all…
Added 4 mins ago
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Regional Maintenance Manager
CBRE
Montpelier, VT
- $200,000 to $210,000 USD / year
…looking for a skilled and forward-thinking Regional Maintenance Manager (RMM) to join our growing team as we work to service one of the world’s largest online…
Added 4 mins ago
Manager of Logistics Engineering (Supply & Marketplace)
Uber Freight
Rogers, AR
…clients to solve complex supply chain challenges and execute strategic sourcing initiatives. In this role, you will serve as the Procurement Engineering Lead for our Greensboro Center of…

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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