Jobs in the United States

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KC
Executive Secretary/Assistant I
King County
Seattle, WA
- $43.78 to $55.49 USD / hour
DAJD Mission: We provide in-custody and community-based services that are data informed, advance safety, lead system change, and promote equitable outcomes for the people we serve.
Added 1 min ago
EM
Sterile Processing Tech (Cert) -Per Diem
EvergreenHealth Monroe
Monroe, WA
- $29.38 to $43.61 USD / hour
EvergreenHealth will create an inclusive community health system that is the most trusted source for health care solutions
Added 2 mins ago
J
Senior Manager, Advanced Grid and Controls Solutions
Louisville, CO
- $173,000 to $216,750 USD / year
The Senior Manager of Advanced Grid and Controls Solutions leads an engineering team responsible for defining, evaluating, validating, and deploying advanced grid-integration and control…
Added 3 mins ago
PG
Manager, Commerce
Publicis Groupe Holdings B.V
Chicago, IL
- $75,050 to $107,835 USD / year
Starcom is the world's first standalone media agency, a storied innovator that continues to lead the way for many of the world's best brands.
Added 4 mins ago
Director of Marketing Operations
Aidoc
United States
…The right person will make our technology work as a connected system for enterprise demand generation and account-based marketing. Our ecosystem includes Salesforce, HubSpot, LeanData, GA4,…
Added 6 mins ago
UO
Operations Supervisor
University of California, Irvine
Irvine, CA
- $32.42 to $38.18 USD / hour
…interested in holding a meeting, seminar, summer conference program or other event at UC…
Added 7 mins ago
Accounts Payable Coordinator (Immediate Opening)
KIPP
St. Louis, MO
…and children in St. Louis City. As the largest charter school system in the city, we are driven and committed to our mission, vision, and equity…
Added 7 mins ago
MR
Case Manager
Mainspring Recovery
Dumfries, VA
- $50,000 to $65,000 USD / year
The Case Manager plays a critical role in supporting client continuity of care by coordinating discharge planning, facilitating Medicaid enrollment, scheduling follow-up appointments, and…
Added 8 mins ago
Server
ClubCorp
Avondale, PA
…in maintaining member satisfaction and retention. As a non-lead role, Server 1 also supports the overall operations of the dining area and assists in service duties as…
Added 9 mins ago
Lead Engineer, IT Compliance, Data Integrity
JuN - Seattle Dexter
Bothell, WA
The Lead Engineer, IT Compliance, Data Integrity is an individual contributor within the Cell Therapy Information Technology organization supporting Bristol Myers Squibb's Bothell, WA…
Added 10 mins ago
Program Director - New York
Cubic Transportation Systems, Inc.
United States
JOB SUMMARY: Leadership of Cubic Transportation (CTS) assigned program(s), reporting directly to the Assistant General Manager. The Program Director is responsible for leading assigned…
Added 10 mins ago
Technical Project Manager
Bosch Group
Farmington Hills, MI
The Technical Project Manager is responsible for the successful execution of customer programs involving embedded automotive and stationary control units. This role serves as the primary…
Added 11 mins ago
Senior Customer Service Representative
Biotage
Charlotte
Biotage offers a comprehensive benefits package including health, dental, and vision insurance as well as a 401k program w/ company match and more!
Added 11 mins ago
Regional VP, Strategic Accounts (Payer)
NeuroFlow
Remote, United States
…he experienced firsthand the gaps in the behavioral health system and how veterans and civilians alike face too many barriers when it comes to receiving appropriate, timely…
Added 12 mins ago
AC
Production Planner
Aston Carter
Placentia, CA
- $25 to $30 USD / hour
Update and maintain production schedules in the ERP/MRP system and communicate schedule changes, priority shifts, and recovery plans to appropriate stakeholders.
Added 12 mins ago
Manager, Student Wellness Coaching and Flourishing Initiative
University of Georgia Staff
GA
The University System of Georgia is comprised of our 25 institutions of higher education and learning, as well the System Office. Our USG Statement of Core Values are Integrity, Excellence,…
Added 12 mins ago
Program Manager
Leonardo DRS, Inc.
Dallas, TX
Exposure to the program lifecycle or components of development through sustainment to include: proposal development, requirements decomposition, generation of system and subsystem…
Added 13 mins ago
Medical Assistant
Dedicated Physicians Group of Texas, PLLC
United States
…acts. The Care Promoter 1 is an integral member of a Physician-lead Care Team that is focused on providing excellent and comprehensive primary care for a specific population of…
Added 13 mins ago
Production Supervisor
Hayward Industries, Inc.
North Kingstown, RI
…limited to work assignments, training, cross training, payroll system/timecards – track absenteeism and timekeeping, vacation planning, salary, and performance reviews and disciplinary…
Added 13 mins ago
911 Emergency Communications Director
Bernalillo County
Albuquerque, NM
…of a department’s organizational structure. They manage and lead lower-level managers and supervisors, serve as mentors, and ensure that county policies, procedures, and initiatives are…
Added 13 mins ago
Manager, Student Success Navigator
Lindenwood University LLC
United States
Serves as the unit’s lead user of the case-management system; works with Information Technology on configuration, alert routing, reporting, and data integrity
Added 13 mins ago
Lead, Healthcare Services
Molina Talent Acquisition
WA
Collaborates with and keeps healthcare service leadership apprised of operational issues, staffing issues, system and program needs.
Added 14 mins ago
CO
Neighborhood Services Specialist
City of Jefferson
Jefferson City, MO
- $20.62 to $30.92 USD / hour
Assists higher-level staff with program coordination and assumes lead responsibilities in their absence when necessary.
Added 15 mins ago
CO
Administrative Services Specialist, Senior
City of Oxnard
Oxnard, CA
- $28.32 to $43.32 USD / hour
…expert in providing specialized paraprofessional functional/program support and may serve as a lead worker or directly supervise the work of…
Added 15 mins ago
Fleet Asset Strategy Program Manager
Oncor
Fort Worth, TX
The Fleet Asset Strategy Program Manager serves as the enterprise subject matter expert and program lead for three strategic fleet programs: off-highway asset management, fuel operations…

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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