Jobs in the United States

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Added 1 min ago
Cybersecurity Analyst (48387)
CHARLOTTE EYE EAR NOSE AND THROAT ASSOCIATES PA
Huntersville, NC
…endpoint protection, email security, ticketing systems, and common enterprise IT…
Added 2 mins ago
TL
Vice President, Global People Operations & Transformation (USA Remote)
Turnitin, LLC
Remote, United States
- $245,402 to $283,445 USD / year
Turnitin is seeking a forward-thinking global HR executive to lead People Operations and its continued transformation. Reporting to the Chief People Experience Officer, this role oversees…
Added 2 mins ago
TL
Vice President, Global People Operations & Transformation (USA Remote)
Turnitin, LLC
Remote, United States
- $245,402 to $283,445 USD / year
Turnitin is seeking a forward-thinking global HR executive to lead People Operations and its continued transformation. Reporting to the Chief People Experience Officer, this role oversees…
Added 2 mins ago
TL
Vice President, Global People Operations & Transformation (USA Remote)
Turnitin, LLC
Remote, United States
- $245,402 to $283,445 USD / year
Turnitin is seeking a forward-thinking global HR executive to lead People Operations and its continued transformation. Reporting to the Chief People Experience Officer, this role oversees…
Added 2 mins ago
TL
Vice President, Global People Operations & Transformation (USA Remote)
Turnitin, LLC
Remote, United States
- $245,402 to $283,445 USD / year
Turnitin is seeking a forward-thinking global HR executive to lead People Operations and its continued transformation. Reporting to the Chief People Experience Officer, this role oversees…
Added 2 mins ago
On-Site Manager
Elwood Staffing
Lincoln, AL
The On-Site Manager is responsible for the overall success and improvement of the client's On-Site program and leading their team. They must exercise independent judgment and discretion in…
Added 4 mins ago
Project Manager & Directorate Operations and Mission Support Lead, WHS ESD
Dexis
Washington, DC
Dexis is currently seeking a Project Manager & Directorate Operations and Mission Support Lead for a contract to support the Washington Headquarters Services (WHS) Executive Services…
Added 5 mins ago
W
Director, AI Product Management
Worldpac
Oakbrook, IL
- $146,000 to $195,000 USD / year
Position Overview: Worldpac is seeking an experienced, director level AI Product Manager to accelerate the adoption of artificial intelligence across our high-volume wholesale distribution…
Added 8 mins ago
M(
Lead Product Manager, Enterprise Data Model
MaintainX (An Autodesk Company)
San Francisco, CA
- $182,000 to $266,000 USD / year
We’re looking for a Lead Product Manager to join our Core Division. The role sits in the Enterprise Knowledge pillar, the team responsible for how large, multi-site customers define,…
Added 8 mins ago
Assoc Director -Solution Delivery Management, Clinical Operations
Eli Lilly and Company
United States
The Solution Manager for Clinical Operations serves as the technology delivery partner for one or more clinical solutions supporting key business capabilities across Lilly’s trials. Working…
Added 11 mins ago
Senior Dashboard Developer
CACI, INC.-FEDERAL
Ashburn, VA
CACI is seeking a Senior Dashboard Developer for the Global Mission Operations Support (GMOS) contract, supporting the Department of State. This role offers a unique opportunity to enhance…
Added 12 mins ago
Quarry Operations Manager
CRH
Somerset, KY
We’re looking for an experienced Quarry Operations Manager to provide leadership and operational oversight across multiple aggregate locations in Central Kentucky.
Added 13 mins ago
APD IT Business Analyst III
TX-HHSC-DSHS-DFPS
AUSTIN, TX
…and federal reporting of APDs across a portfolio of Medicaid Enterprise System…
Added 21 mins ago
Class A CDL Driver- Toter
HouseSmart Construction - Clayton
Rocky Top, TN
As a shared service, Home Team team members support many functions across the Clayton enterprise. The Home Team includes wellbeing, internal audit, accounting/finance, marketing, legal,…
Added 21 mins ago
Class A CDL Driver- Toter
HouseSmart Construction - Clayton
Rocky Top, TN
As a shared service, Home Team team members support many functions across the Clayton enterprise. The Home Team includes wellbeing, internal audit, accounting/finance, marketing, legal,…
Added 21 mins ago
Class A CDL Driver- Toter
HouseSmart Construction - Clayton
Maynardville, TN
As a shared service, Home Team team members support many functions across the Clayton enterprise. The Home Team includes wellbeing, internal audit, accounting/finance, marketing, legal,…
Added 22 mins ago
Senior Program Manager, Sustainable Continuous Improvement - 519111
Tennessee Valley Authority
CHATTANOOGA, TN
Aligns program to TVA Enterprise continuous improvement initiatives and leads implementation.
Added 22 mins ago
IT Operations Engineer - Platform B - 519030
Tennessee Valley Authority
CHATTANOOGA, TN
The ideal candidate has experience supporting enterprise endpoint management solutions and is passionate about operational excellence. They proactively identify opportunities to improve…
Added 25 mins ago
RI
Data Analysis Manager
RentPort Inc.
Greenwood Village, CO
- $31,533 USD / year
…Solutions, and Technology stakeholders to maximize the value of enterprise data assets and support TransUnion's data-driven growth strategy. This role reports to Vie President of Strategic…
Added 25 mins ago
OS
SDA Radar Systems Project Engineer
Odyssey Systems Cons
Colorado Springs, CO
- $31,533 USD / year
Develop engineering schedules and costs estimates; support the Program Manager to monitor and analyze cost and schedule performance
Added 28 mins ago
Branch General Sales Manager
Sharp Electronics
Dallas, TX
As the General Sales Manager, you are the driving force behind the strategic sales performance and quota achievement within your assigned marketplace. You are to lead with purposeful…
Added 28 mins ago
Trade Account Associate Director
Vertex US Distribution
United States
Distribution Operations and Product Launch Support
Added 29 mins ago
NU
Help Desk Support Specialist (815724)
NITELINES USA, INC
Atlanta, GA
- $27.5 USD / hour
…on-call application support and assist users with application operations. Responds to internal and external client concerns both remotely and to provide desk side support as well. Receives…
Added 30 mins ago
Product Manager - MyProtection: Policy Lifecycle & Billing + OnePolicy
United States
The Product Manager is responsible for defining product vision, roadmap, delivery, adoption, and business outcomes for assigned products, platforms, or applications, with emphasis on policy…
Added 30 mins ago
Product Manager - Coverage Expansion & Allied Innovation
United States
The Product Manager is responsible for defining product vision, roadmap, delivery, launch, adoption, expansion, and business outcomes for assigned products, platforms, or applications. The…

mPower, Inc.

IT Service 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 IT Service Manager to lead and oversee the delivery of comprehensive IT support services for its customer.

The IT Service 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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