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PH
Sr. Program Director
Project Hospitality
Staten Island, NY
- $88,740 to $91,529 USD / year
Responsible that all reports are accurately completed and submitted in a timely manner in conjunction with the Office Manager. Understand and utilize the information about the program from…
Added just now
FT
Omnichannel Supervisor / Director
FVGUS TLP Inc.
Chicago, IL
- $36 to $48 USD / hour
…third-party vendor opportunities. They will manage the full program lifecycle - including planning, RFP development, vendor management, execution, optimization, reporting, and client…
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Program Manager
SNWUS Snow Companies
Williamsburg, VA
The Program Manager position represents the core of the Snow Companies business model. This position is ultimately responsible for planning and executing patient education programs in a…
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Program Manager
SNWUS Snow Companies
United States
The Program Manager position represents the core of the Snow Companies business model. This position is ultimately responsible for planning and executing patient education programs in a…
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General Manager
JETSET Pilates
San Francisco, CA
As the Founding General Manager, you’ll play a critical role in bringing a new studio to life. This is an entrepreneurial leadership opportunity for someone who thrives on building from the…
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Bakery Bench Hand
Festival Foods
Somers, WI
…including 3 weeks of paid parental leave, a fitness reimbursement program offering savings off of fitness membership fees; our EAP (Employee Assistance Program) and LEAPCare Care Coaches,…
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FF
Guest Service Representative (Part Time)
Festival Foods
Eau Claire, WI
- Part-time
Job Title: Guest Service Representative (GSR) Reports to: Guest Services Manager
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Inside Sales I - SemiTorr Group
Floworks International LLC
Pflugerville, TX
…supersedes any previous or undated descriptions for this role. Management retains the right to add or change the duties of the position at any time. Questions about the duties and…
Added just now
Inside Sales I - SemiTorr Group
Floworks International LLC
Hillsboro, OR · Boise, ID
…supersedes any previous or undated descriptions for this role. Management retains the right to add or change the duties of the position at any time. Questions about the duties and…
Added just now
Inside Sales I - SemiTorr Group
Floworks International LLC
Clifton Park, NY
…supersedes any previous or undated descriptions for this role. Management retains the right to add or change the duties of the position at any time. Questions about the duties and…
Added just now
Aquatics Specialist
Battery Park City Authority
New York, NY
Communicate pool rules, safety expectations, and program information clearly and positively.
Added 1 min ago
PMC: Manager, Global Partnership Management
Penske Media Corp.
CA · NY
…services company, is looking for a talented and results-oriented Manager to join our Global Partnership Management team in LA or…
Added 1 min 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 1 min ago
Intermediate Account Manager- TAG Retirement
Cedar Rapids, IA · Denver, CO
Coordinate with manager to research issues and negotiate problem resolution.
Added 1 min ago
Practice Manager
AEG Vision
Austin, TX
At AEG, we believe great patient experiences begin with great teams. As a Practice Manager, you'll inspire, develop and support the entire team, deliver exceptional patient care, and…
Added 1 min ago
Patient Care Coordinator
AEG Vision
Oakdale, MN
Perform other duties as needed and as assigned by the Practice Manager, Assistant Practice Manager and/or Optometrist.
Added 1 min ago
Optician
AEG Vision
Mars, PA
Takes and returns patient calls, updating patients on the status of their order and resolving order issues should they arise. Escalates any issues to management.
Added 1 min ago
Patient Care Coordinator
AEG Vision
Mars, PA
Perform other duties as needed and as assigned by the Practice Manager, Assistant Practice Manager and/or Optometrist.
Added 1 min ago
MRI Technologist
Envision Header
Flower Mound, TX
8. Interfaces with Lead Technologist & Center/Area Manager regarding any and all departmental concerns.
Added 1 min ago
Senior Director, Program Lead - Infectious Diseases
Merck Sharp & Dohme LLC
NJ · PA
This position provides expert strategic and operational leadership in the planning and execution of highly complex program(s) (e.g., spanning multiple disease areas/indications, involving…
Added 2 mins ago
PG
Manager, Commerce
Publicis Groupe Holdings B.V
Chicago, IL
- $75,050 to $107,835 USD / year
The Commerce Manager is responsible for building and maintaining an effective and productive relationship with assigned client(s). The Manager will supervise a dedicated team in the…
Added 2 mins ago
TS
Recruiter
Tricoci Salon | Spa
Schaumburg
- $55,000 USD / year
…teams, and you will report directly to the Talent Acquisition…
Added 2 mins ago
General Manager
Arby's
WESTERVILLE, OH
…also crafting incredible career opportunities. As a General Manager, you could be the one helping your restaurant management team and team members to success. You! And you’re in the right…
Added 2 mins ago
MC
Care Manager (CNA: Full-time 6am-2pm and 2pm-10pm available shifts)
Monarch Communities
Southbury, CT
- $19 to $22 USD / hour
- Full-time
…personal care, food service, housekeeping, laundry, behavior management, socialization, and…
Added 2 mins ago
CG
Facility Manager (Off-Shift/Cleared Only)
Chugach Government Solutions
ANNAPOLIS JUNCTION, MD
- $109,906 to $119,906 USD / year
The Facility Manager will plan, organize, schedule, and provide leadership for the daily operation and activities for all assigned facilities and teams. Provides day-to-day…

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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