Jobs in the United States

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Added 4 mins ago
OH
Customer Service Supervisor (Housing Information Hub)
Opportunity Home San Antonio
San Antonio, TX
- $62,653.5 USD / year
Assists program participants with notary services and reviews requests for authorization of voucher extensions.
Added 5 mins ago
Labs Project Manager
Thermo Fisher Scientific
KY
We are seeking a Project Manager, Labs to lead and coordinate central laboratory activities across clinical trial programs. This is a high-impact role requiring strong operational…
Added 5 mins ago
CO
Assistant Director of Water and Wastewater Utilities Department
City of Winter Park
Winter Park, FL
- $123,350.26 to $154,187.82 USD / year
…and Utility Maintenance) in conjunction with each Division manager or…
Added 6 mins ago
Dynamics Test Engineering Manager
The Boeing Company
Berkeley, MO
Candidates must have at least one year of experience in a leadership role (team leader, temp manager, large scale cross functional project/program management, or formal manager experience)…
Added 13 mins ago
Senior Supply Chain Manager II
Mortenson
Remote, United States
Mortenson is currently seeking a Senior Supply Chain Manager II that will support the vision, direction, and day to day operations of the Supply Chain organization. You will work closely…
Added 13 mins ago
Manufacturing Electrical Engineer
SEDAA
Plano, TX
Drive continuous improvement initiatives to enhance equipment performance, reliability, and productivity.
Added 14 mins ago
Business Development Manager OEM
Emerson
Montpelier, VT
If you are a sales professional or business development manager looking for an opportunity to grow your career, Emerson has an exciting opportunity for you. In this role, you will drive…
Added 14 mins ago
C
Facets Product Consultant - Manager
Cognizant
Montpelier, VT
- $113,000 to $130,000 USD / year
The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest…
Added 15 mins ago
Manager - Electrical Engineering (Utilities)
Atwell, LLC
Lakewood, CO
As a Manager in Utility Substations, you will lead engineers, designers, drafters, and technical professionals responsible for the accurate, timely, and quality completion of discipline…
Added 18 mins ago
Construction Superintendent (NW Region) - JKL Associates
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Added 24 mins ago
Manager, Supply Chain Management
RTX
United States
This position is for an Experienced Manager, Supply Chain Management, overseeing supplier performance for a Tier 1 supplier within the Interiors business. The function of this position is…
Added 26 mins ago
Manager Clinic Practice Operations - Pediatric Primary Care
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Two Rivers, WI · Marinette, WI
Oversees and ensures efficient clinic operations, ensuring a high level of productivity and providing operational and technical direction. Continually monitors the functioning of the…
Added 27 mins ago
Manager Behavioral Health Operations
Aurora Medical Group, Inc.
Sheboygan, WI
Oversees and ensures efficient Behavioral Health clinic operations, ensuring a high level of productivity and providing operational and technical direction. Continually monitors the…
Added 31 mins ago
T
Senior Project Manager
TEKsystems
Tulsa, OK
- $50 to $75 USD / hour
Experience in project management productivity tools and software.
Added 33 mins ago
Project Manager - Building Group
Royal Electric
Pleasanton, CA
We have a current opening for a Project Manager to support our Infrastructure projects. This position will sit out of the office in Pleasanton, CA.
Added 33 mins ago
Pharmacy Operations Manager
Guardian Pharmacy Services Management, LLC
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Leadership – ability to lead project teams to deadlines, while maintaining strong team orientation
Added 37 mins ago
Distribution Center Manager - Jurupa Valley Distribution Center
Main Salvation Army
Jurupa Valley, CA
The Salvation Army (TSA) Adult Rehabilitation Center (ARC) is a no-fee program to assist men & women in their journey to complete our rehabilitation program. We are grateful for the…
Added 45 mins ago
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Contracts Manager
RSI EnTech, LLC
Westminster, CO
- $100,000 to $120,000 USD / year
Advise program/project managers on scope of work and contract terms and conditions including resolving complex issues (e.g., government property, insurance, OCI) and resolution of contract…
Added 49 mins ago
Principal Information Systems Project Manager BOSS#20537
CORP-Corporate Office
United States
We are seeking a Principal Information Systems Project Manager, you will report functionally to the SDS Engineering Functional Homeroom. You will be expected to oversee large-scale, complex…
Added 49 mins ago
Principal Project Management
CORP-Corporate Office
United States
Serves as liaison between client program management leaders and their planning, logistics, technical leads, and functional management. Reviews status of projects and budgets; manages…
Added 53 mins ago
Dynamics Test Engineering Manager
The Boeing Company
Berkeley, MO
Candidates must have at least one year of experience in a leadership role (team leader, temp manager, large scale cross functional project/program management, or formal manager experience)…
Added 1 hour ago
FY27 Intern - Display IP FPGA Emulation Intern - Canada (4 months)
ON, CA
…world. You’ll be paired with a mentor with visibility to your project and team, receive support from your manager, and have access to the entire Qualcomm employee community to ensure your…
Added 1 hour ago
Construction Superintendent (NW Region) - JKL Associates
Push Inc
Billings, MT
The Superintendent is responsible for managing, overseeing projects, providing direction, and mentoring project Foreman and crews. The Superintendent assists in all aspects of projects…
Added 1 hour ago
Construction Superintendent (NW Region) - JKL Associates
Push Inc
Bridger, MT
The Superintendent is responsible for managing, overseeing projects, providing direction, and mentoring project Foreman and crews. The Superintendent assists in all aspects of projects…
Added 1 hour ago
Construction Superintendent (NW Region) - JKL Associates
Push Inc
Nashua, MT
The Superintendent is responsible for managing, overseeing projects, providing direction, and mentoring project Foreman and crews. The Superintendent assists in all aspects of projects…

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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