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Customer Service Manager
Best Pump and Flow
Fort Worth, TX
A Customer Service Manager is responsible for always ensuring the satisfaction of customers. This position will report to the Director of Operations and keep them apprised of all goings on…
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Sr. Operational Key Account Manager
Toll Global Forwarding Nortam
United States
The Sr. Operational Key Account Manager is responsible for leading a group of pre-defined accounts to drive growth and retention of strategic freight forwarding accounts. This role ensures…
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Security Manager
Four Seasons
United States
Four Seasons Hotel Miami is seeking an experienced and dedicated Security Manager who shares our passion for excellence and commitment to creating a safe, secure, and welcoming environment.…
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SO
Mitigation Project Manager - Chantilly VA
SERVPRO of Chesterfield, Richmond, Chesapeake, and Hampton
Chantilly, VA
- $80,000 to $95,000 USD / year
Our Mitigation Department is growing, and we are seeking to add an experienced, results-driven Project Manager to help lead mitigation operations. The Mitigation Project Manager is…
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SO
RESTORATION LEAD TECHNICIAN
SERVPRO of The Saint Croix Valley
Hudson, WI
- $25 to $32 USD / hour
…someone who can lead from the front, take ownership of field operations, develop employees, and set the standard for quality and…
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Retail Associate Manager
T-Mobile USA, Inc.
Buffalo, NY
Manage store operations including visual merchandising, plan-o-gram compliance, and maintaining store environment standards
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Account Manager, Commercial
Grainger Businesses
ANAHEIM, CA
W.W. Grainger, Inc. is a leading broad line distributor with operations primarily in North America and Japan. At Grainger, We Keep the World Working® by serving more than 4.6 million…
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Warehouse Manager- Day Shift
Grainger Businesses
FOUNTAIN INN, SC
W.W. Grainger, Inc. is a leading broad line distributor with operations primarily in North America and Japan. At Grainger, We Keep the World Working® by serving more than 4.6 million…
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Registered Nurse
CHILDRENS CRISIS TREATMENT CENTER
PHILADELPHIA, PA · Philadelphia, PA
Added 1 min ago
DI Team Lead
Riskified
NY
…You will develop and guide the team, and work closely with Operations, Sales, Product, Development and Data Science as an advocate for our clients. Together with DI leadership across…
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RE
New Graduate Program Trainee (January 2027 Start Date)
Rush Enterprises
Chicago, IL
- $26 USD / hour
…way, each participant also receives training in leadership development, HR, marketing, sales and operations. Once the program is completed, the participant may be recommended for a…
Added 1 min ago
RE
New Graduate Program Trainee (January 2027 Start Date)
Rush Enterprises
Kansas City, MO
- $26 USD / hour
…way, each participant also receives training in leadership development, HR, marketing, sales and operations. Once the program is completed, the participant may be recommended for a…
Added 1 min ago
RE
New Graduate Program Trainee (January 2027 Start Date)
Rush Enterprises
Indianapolis, IN
- $26 USD / hour
…way, each participant also receives training in leadership development, HR, marketing, sales and operations. Once the program is completed, the participant may be recommended for a…
Added 1 min ago
Senior Manufacturing Engineer
Band-It-IDEX, Inc.
Denver, CO
With interesting opportunities in engineering, marketing, sales, supply chain, operations, HR, finance, and more across more than 40 diverse businesses around the globe, chances are, we…
Added 1 min ago
Hyatt Place Allentown General Manager
TKO EMPLOYMENT SERVICES DELAWARE LLC
Allentown, PA
We are seeking a dynamic and experienced General Manager (GM) to lead all aspects of hotel operations, ensuring outstanding guest experiences and operational excellence. This full-service…
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Associate Director of Business Process & Operations
Netradyne
San Francisco, CA
The Associate Director of Business Process & Operations leads enterprise-wide business process transformation and operational excellence across multiple value streams (Go-To-Market,…
Added 1 min ago
P
Manager, Engineering
Prosper
United States
- $200,000 to $220,000 USD / year
We are looking for an engineering leader dedicated to fostering people growth, platform advancement and organization development. You'll lead one of the teams that build Prosper's credit…
Added 1 min ago
CO
Program Coordinator I (Office of the Young Child - Mental Health Consultation Program)
City of Pasadena
Pasadena, CA
- $40.66 to $50.83 USD / hour
The current vacancy is in the Office of the Young Child under the City Manager's Office.
Added 1 min ago
OK
Research & Development Chef (Manager)
Orbital Kitchens
New York, NY
- $80,000 to $90,000 USD / year
The Research & Development Manager is a hands-on culinary developer and team lead who runs day-to-day development, testing, and commercialization across Orbital Kitchens' 20+ brands. The…
Added 1 min ago
Assistant Manager I
Family Dollar
Houston, TX
We’re seeking an Assistant Store Manager to join our team to help with store operations, customer service and team development. Duties include, but are not limited to, the following:
Added 1 min ago
Assistant Manager II
Family Dollar
Houston, TX
We’re seeking an Assistant Store Manager to join our team to help with store operations, customer service and team development. Duties include, but are not limited to, the following:
Added 1 min ago
Assistant Manager I
Family Dollar
Boothbay Harbor, ME
We’re seeking an Assistant Store Manager to join our team to help with store operations, customer service and team development. Duties include, but are not limited to, the following:
Added 1 min ago
Assistant Manager II
Family Dollar
Arcadia, FL
We’re seeking an Assistant Store Manager to join our team to help with store operations, customer service and team development. Duties include, but are not limited to, the following:
Added 1 min ago
WF
Senior Associate, Institutional Professional Services Representative
Webull Financial
Saint Petersburg, FL
- $90,000 to $115,000 USD / year
At least 4-6 years of experience at a financial institution, brokerage, or asset manager in a client service, operations, or similar role.
Added 1 min ago
Process Engineer
CONAGRA
Fayetteville, AR
Reporting to the Continuous Improvement Manager, you will drive operational excellence and continuous improvement within the Business Unit by leading Daily Management Systems, improving…

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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