Jobs in the United States

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Added 2 mins ago
CO
Floodplain Administrator (Promotional)
City of El Paso
El Paso, TX
- $83,062.72 to $112,047.26 USD / year
Gathering, analyzing, and interpreting National Flood Insurance Program (NFIP) requirements. Involves: Ensuring construction documents comply with NFIP requirements and proactive…
Added 4 mins ago
Senior Product Manager (AI Datacenter)
Keysight Technologies, Inc.
Santa Clara, CA · Calabasas, CA
Keysight is at the forefront of technology innovation, delivering breakthroughs and trusted insights in electronic design, simulation, prototyping, test, manufacturing, and optimization.…
Added 9 mins ago
Sr. Engineer, Software Engineer (Test Automation Developer)
AB3 Nationwide Life and Annuity Insurance Co
OH · AZ · IA
…automation, Hexawise AI test optimization, AI-assisted test design, Xray MTM, Postman, and CI/CD-integrated automation, as well as familiarity with Ruby/Jenkins-based automation.…
Added 9 mins ago
Consultant, Data Engineer - Reference Data Management
AB3 Nationwide Life and Annuity Insurance Co
OH · AZ
This role does not qualify for employer sponsored work authorization. Nationwide does not participate in the STEM OPT extension program.
Added 15 mins ago
Project Controller 4 (Program Cost Control Analyst 4) - 31035
Huntington Ingalls Industries
Pocasset, MA
…government and commercial programs. Reporting to the Project Control Manager, this role partners closely with Program Managers, CAMs, Finance, Contracts, Procurement, and Scheduling to…
Added 15 mins ago
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Digital Solutions Delivery Manager
Saint-Gobain
NORTHBORO, MA
- $102,000 to $158,000 USD / year
The Digital Solutions Delivery Manager will lead the delivery of digital applications and technical implementations within the R&D organization and CertainTeed Business Units turning…
Added 15 mins ago
Fire Sprinkler Assistant Project Manager
Impact Fire
MA · Southborough, MA
Full-time employees participate in our Shared Ownership Program which offers a monetary bonus aligned to the company's long-term success. This program fosters an ownership mindset and…
Added 15 mins ago
Senior Contract Procurement Specialist
Impact Fire
MA · Southborough, MA
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Added 15 mins ago
Clinical Regulatory Compliance Manager
Dana-Farber Cancer Institute
BROOKLINE, MA
The Regulatory Compliance Manager at Dana-Farber is responsible for coordinating and leading regulatory compliance activities across all sites. This role is crucial in managing…
Added 15 mins ago
Manager, Nursing Operations
Beth Israel Lahey Health
Charlestown, MA
The Manager, Nursing Operations is a member of BILH’s System Nursing Team that provides advisory and project management support to high-priority initiatives across both clinical and…
Added 16 mins ago
Sr. Global Category Manager - Sensors and Pneumatics, Electromechanical Strategic Sourcing Team
Amazon
North Reading, MA · N Reading, MA
The Strategic Sourcing team is seeking an experienced Sr. Global Category Manager for Sensors and Pneumatics (Robotics Applications) with a strong technical background in sensor…
Added 16 mins ago
Assistant Nurse Manager (Vascular Access & Transport Team)
Veterans Affairs, Veterans Health Administration
Brockton, MA
Added 16 mins ago
FM
Sr QMSR Manager
Fresenius Medical Care
Waltham, MA
- $122,000 to $205,000 USD / year
…to goals, mission, and objectives for applicable department/program. Develops and distributes metrics to support the…
Added 16 mins ago
FM
Clinical Implementation Specialist
Fresenius Medical Care
Waltham, MA
- $79,000 to $133,000 USD / year
The Clinical Services Initiatives Manager plays a critical role in coordinating and facilitating the successful implementation of enterprise clinical initiatives across Fresenius Kidney…
Added 16 mins ago
Senior Manager, Agile Delivery
Pegasystems
Waltham, MA
…collaboration, transparency, and continuous improvement. As Senior Manager, Agile Delivery, you will lead and develop a team of Agile Delivery professionals while helping evolve how work is…
Added 16 mins ago
Sr. Program Manager (Data Analytics and AI)
Dynatrace
Boston, MA
As a Senior Program Manager, you will be a part of our centralized Strategy & Operations Team. Your role will be critical and highly visible. You will lead enterprise-wide, cross-functional…
Added 16 mins ago
Program Manager, Integrated Planning, GEMS, NA Startup
Amazon
Boston, MA
Amazon is seeking a Program Manager to join the Startup Integrated Planning team within the Global Engineering, Materials, & Sustainability (GEMS) organization. This team owns the…
Added 16 mins ago
AR Operations Manager
Dynatrace
Boston, MA
At Dynatrace, we deliver answers and intelligent automation from data at scale. As an Analyst Relations Operations Manager, you will play a critical role in supporting and executing our…
Added 16 mins ago
Senior Manager, Executive Office Operations
Blue Cross Blue Shield of Massachusetts
Boston, MA
The Senior Manager will provide high-level strategic, administrative, and operational leadership to ensure the seamless functioning of the Executive Office. Reporting directly to the Vice…
Added 16 mins ago
Financial Services Technology WAM - Wealth Management Manager
EY
Boston, MA
…technology teams, and third-party platform providers, you will help design, implement, and optimize next-generation wealth management solutions that enhance advisor experiences, improve…
Added 16 mins ago
Senior Quality Engineer
Medtronic
Boxborough, MA · Boston, MA
Substantial experience leading and facilitating product risk management activities including Hazard Analysis, Design Failure Modes and Effects Analysis (DFMEA), use-related risk…
Added 16 mins ago
Lab Services Coordinator I
Dana-Farber Cancer Institute
BOSTON, MA
Reporting to the Practice Manager, this mission critical position is responsible for departmental administrative tasks and the review of complex patient appointment sets and associated lab…
Added 16 mins ago
Child Life Specialist
Tufts Medicine
Boston, MA
4 x 10 hour days a week, with a rotating weekend (Saturday and Sunday) shift. Open to discussion with manager on particular days.
Added 16 mins ago
Technical Program Manager - Child Safety (Legal)
Meta
Boston, MA
…Investigations organization is looking for an experienced Technical Program Manager who has experience applying technical expertise and organizational skills to drive execution of child…
Added 16 mins ago
Group Product Manager, Privacy
Ford Motor Company
Boston, MA
As a Group Product Manager, you will lead a small team solving core customer problems. The solutions you help to champion will create an elevated customer experience.

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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