Jobs in the United States

25+ jobs

Save this search

Added 1 min ago
Technical Program Manager III, Network Demand Planning, Cloud Infrastructure
Google
Sunnyvale, CA
…everyone, whether down the street or across the globe. As a Technical Program Manager at Google, you’ll use your technical expertise to lead complex, multi-disciplinary projects from start…
Added 1 min ago
Program Manager II, Supply and Materials Planning, Cloud Supply Chain
Google
Sunnyvale, CA
…everyone, whether down the street or across the globe. As a Program Manager at Google, you’ll lead complex, multi-disciplinary projects from start to finish - working with stakeholders to…
Added 2 mins ago
Senior Manager, TD Premier - Performance Insights and Strategic Planning
TD Bank, N.A.
Charlotte, NC · NY · Boston, MA · Coral Gables, FL · Mount Laurel, NJ · Portland, ME
Undergraduate degree or advanced technical degree preferred (e.g., math, physics, engineering, finance or computer science) Graduate's degree preferred with either progressive project work…
Added 2 mins ago
Store Ops Solutions Manager - Technical Content Development
TD Bank, N.A.
Remote, United States
…and effective execution in the field. Our Store Ops Solutions Manager will lead technical writing and policy…
Added 3 mins ago
Engineering Manager, Verification and Validation (STATCOM)
GE Grid Solutions, LLC
United States
The position combines people leadership, technical oversight, laboratory ownership, and project execution. The ideal candidate will bring strong experience in verification and validation of…
Added 3 mins ago
Technology Manager Material Characterization
GE Vernova Operations LLC
United States
Drive adoption of Lean principles, project/program management best practices, and operational discipline across all team activities.
Added 3 mins ago
Principal Program Manager - Digital Project Management
GE Energy Management Services, LLC
United States
Who You Are You are a collaborative project manager with a record of delivering customer-facing software projects. You bring people together and keep work moving.
Added 4 mins ago
A
Sr Manager, Real Estate and Workplace
ALSO
Palo Alto, CA
- $200,000 to $220,000 USD / year
ALSO is seeking an execution-driven Sr Manager, Real Estate & Workplace, to lead workplace strategy, projects, programs, and teams based in our Palo Alto HQ for a global multi-site…
Added 4 mins ago
Staff Civil/Geotechnical/Mechanical Engineer
Geoengineers Inc
Cary, NC
…potential safety hazards and reporting them to the designated project manager in a timely manner and participating in project safety briefings. This also includes wearing appropriate safety…
Added 5 mins ago
K
Project Manager
KITCHELL
Fairfield, CA
- $95,000 to $125,000 USD / year
Kitchell is seeking an experienced and dedicated Project Manager to join our Northern California region in Fairfield and build a long-term career at one of the most innovative and…
Added 5 mins ago
UA
Associate Field Service Technician
USABB ABB Inc.
Remote, United States
- $46,900 to $75,040 USD / year
…critical infrastructure and commercial buildings. The Division’s technical teams work closely with industry partners, delivering advanced solutions that support rapid growth, energy…
Added 5 mins ago
UA
Associate Field Service Technician
USABB ABB Inc.
Remote, United States
- $46,900 to $75,040 USD / year
…critical infrastructure and commercial buildings. The Division’s technical teams work closely with industry partners, delivering advanced solutions that support rapid growth, energy…
Added 5 mins ago
UA
Associate Field Service Technician
USABB ABB Inc.
Remote, United States
- $46,900 to $75,040 USD / year
…critical infrastructure and commercial buildings. The Division’s technical teams work closely with industry partners, delivering advanced solutions that support rapid growth, energy…
Added 5 mins ago
UA
Associate Field Service Technician
USABB ABB Inc.
Remote, United States
- $46,900 to $75,040 USD / year
…critical infrastructure and commercial buildings. The Division’s technical teams work closely with industry partners, delivering advanced solutions that support rapid growth, energy…
Added 5 mins ago
UA
Associate Field Service Technician
USABB ABB Inc.
Remote, United States
- $46,900 to $75,040 USD / year
…critical infrastructure and commercial buildings. The Division’s technical teams work closely with industry partners, delivering advanced solutions that support rapid growth, energy…
Added 5 mins ago
UA
Associate Field Service Technician
USABB ABB Inc.
Remote, United States
- $46,900 to $75,040 USD / year
…critical infrastructure and commercial buildings. The Division’s technical teams work closely with industry partners, delivering advanced solutions that support rapid growth, energy…
Added 5 mins ago
UA
Associate Field Service Technician
USABB ABB Inc.
Remote, United States
- $46,900 to $75,040 USD / year
…critical infrastructure and commercial buildings. The Division’s technical teams work closely with industry partners, delivering advanced solutions that support rapid growth, energy…
Added 5 mins ago
UA
Associate Field Service Technician
USABB ABB Inc.
Remote, United States
- $46,900 to $75,040 USD / year
…critical infrastructure and commercial buildings. The Division’s technical teams work closely with industry partners, delivering advanced solutions that support rapid growth, energy…
Added 5 mins ago
UA
Associate Field Service Technician
USABB ABB Inc.
Remote, United States
- $46,900 to $75,040 USD / year
…critical infrastructure and commercial buildings. The Division’s technical teams work closely with industry partners, delivering advanced solutions that support rapid growth, energy…
Added 5 mins ago
UA
Associate Field Service Technician
USABB ABB Inc.
Remote, United States
- $46,900 to $75,040 USD / year
…critical infrastructure and commercial buildings. The Division’s technical teams work closely with industry partners, delivering advanced solutions that support rapid growth, energy…
Added 5 mins ago
UA
Associate Field Service Technician
USABB ABB Inc.
Remote, United States
- $46,900 to $75,040 USD / year
…critical infrastructure and commercial buildings. The Division’s technical teams work closely with industry partners, delivering advanced solutions that support rapid growth, energy…
Added 5 mins ago
UA
Associate Field Service Technician
USABB ABB Inc.
Remote, United States
- $46,900 to $75,040 USD / year
…critical infrastructure and commercial buildings. The Division’s technical teams work closely with industry partners, delivering advanced solutions that support rapid growth, energy…
Added 5 mins ago
UA
Associate Field Service Technician
USABB ABB Inc.
Remote, United States
- $46,900 to $75,040 USD / year
…critical infrastructure and commercial buildings. The Division’s technical teams work closely with industry partners, delivering advanced solutions that support rapid growth, energy…
Added 5 mins ago
UA
Associate Field Service Technician
USABB ABB Inc.
Remote, United States
- $46,900 to $75,040 USD / year
…critical infrastructure and commercial buildings. The Division’s technical teams work closely with industry partners, delivering advanced solutions that support rapid growth, energy…
Added 5 mins ago
UA
Associate Field Service Technician
USABB ABB Inc.
Remote, United States
- $46,900 to $75,040 USD / year
…critical infrastructure and commercial buildings. The Division’s technical teams work closely with industry partners, delivering advanced solutions that support rapid growth, energy…

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