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Workforce Development Coordinator
North Tahoe Community Alliance
Truckee, CA
- $30 to $35 USD / hour
Increase participation in existing workforce programs.
Added 1 min ago
Project Manager Senior
Associated Bank, NA
Remote, United States
The Project Manager Senior is responsible for leading and delivering strategic business initiatives that support organizational goals and drive successful outcomes. This role serves as a…
Added 2 mins ago
Chief People Officer
Atlanta Track Club Inc
Atlanta
Program Expansion & Impact Tracking: Partner with the Leadership team to expand access to Club events and programs across diverse geographics and demographics track, measure and report on…
Added 2 mins ago
EP
Registration Clerk (Part-time)
Elmhurst Park District
Elmhurst, IL
- $16 USD / hour
- Part-time
WHAT YOU’LL DO: Current and new program participants will look to you for assistance in registering for recreational programs and activities! Responsibilities include but are not limited to:
Added 2 mins ago
Team Lead, Operations
DSV
Lancaster, TX
Reports inconsistencies and/or problems to the Operations Supervisor or Operations Manager.
Added 3 mins ago
ME
Technical Program Manager
Manpower Engineering
Foster City, CA
- $85 to $90 USD / hour
Our client is seeking a Technical Program Manager to join their team. As a Technical Program Manager, you will be part of the New Product Development (Hardware) organization supporting…
Added 9 mins ago
Operations Manager
University of New Mexico
Albuquerque, NM
The UNM School of Medicine Office for Continuous Professional Learning (CPL) seeks a service-oriented Operations Manager with proven ability to effectively manage in a collaborative…
Added 12 mins ago
Plasma Center - EMT-B
USA - 3387 BioLife Plasma Services, LP
Tallahassee, FL
…and quality is expected. You will report to the Plasma Center Manager and will perform as a Medical Support Specialist to support plasma center…
Added 12 mins ago
Plasma Center Nurse EMT-P
USA - 3387 BioLife Plasma Services, LP
Tallahassee, FL
…and quality is expected. You will report to the Plasma Center Manager and will perform as a Medical Support Specialist (Plasma Center Nurse) to support plasma center…
Added 12 mins ago
Phlebotomist
USA - 3387 BioLife Plasma Services, LP
Maple Grove, MN
…and quality is expected. You will report to the Plasma Center Manager and will perform as a plasma donor screener and perform phlebotomy to support plasma center…
Added 13 mins ago
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Compensation and Benefits HR Manager
BHI
Vernal, UT
- $76,000 to $112,000 USD / year
Job Title: Compensation and Benefits HR Manager
Added 14 mins ago
Customer Service Manager, Airport Customer Operations (Ramp)
United States
American is looking for a goal-oriented Customer Service Manager (CSM) who wants to elevate their experience, knowledge, and network within the company. With our leadership program, you…
Added 15 mins ago
Director of Compensation & Benefits
GA Telesis, LLC
Fort Lauderdale, FL
…ideal candidate will combine strategic expertise with hands-on program management to ensure compensation and benefit programs are competitive, financially sustainable, compliant, scalable,…
Added 16 mins ago
Manager Production Operations 3
CORP-Corporate Office
United States
Northrop Grumman Mission Systems is looking for you to join our team as an Operations Program Manager 3 (OPM) based out of Sunnyvale, CA, supporting the Operations Program Management…
Added 16 mins ago
Manager Production Operations 2
CORP-Corporate Office
United States
Northrop Grumman Mission Systems is looking for you to join our team as an Operations Program Manager (OPM) based out of Sunnyvale, CA, supporting the Operations Program Management…
Added 16 mins ago
LJ
Human Resources Manager (CONFIDENTIAL)
Lucas James Talent Partners
Downers Grove, IL
- $120,000 to $126,000 USD / year
The Human Resources Manager serves as a strategic trusted advisor to site leadership, providing expert guidance on employee relations, workforce effectiveness, and talent strategies that…
Added 17 mins ago
Manager Manufacturing, Purification - Nights
Immunex Rhode Island Corporation
RI
…partners in Quality, EHSS, F&E, and Process Development. The manager will be an active player in our OnePlant operating model, building reliability, agility, and efficiency through our…
Added 18 mins ago
Learning Program Manager
Symbotic LLC
USA Wilmington, MA
Symbotic is seeking for a Learning Program Manager to join our Field Learning team within our Human Resources organization. As the Program Manager, you will be responsible for coordinating…
Added 18 mins ago
Manager, New Verticals - Pharmacy Strategy & Operations
DoorDash USA
NY · San Francisco, CA
As a Manager on the Pharmacy Strategy & Operations team, you will own the growth and merchant engine for DoorDash's Pharma business. You will build and execute the go-to-market plan that…
Added 18 mins ago
Career Navigator (Urban League Twin Cities), ACC Member
Lead For America
Minneapolis, MN
The Workforce Job Coach reports to the Workforce Director and provides direct service and program support under the guidance, supervision, and direction of the Workforce Director and…
Added 20 mins ago
OPERATIONS DIRECTOR - The George Washington University- Washington, DC
Compass Group
WASHINGTON, DC
…operations across George Washington University's campus dining program. This role provides strategic and operational leadership for multiple residential dining facilities, ensuring…
Added 19 mins ago
Senior Manager, Propulsion Test, Launch and Recovery
The Boeing Company
Kennedy Space Center, FL
The Senior Manager, Propulsion Test, Launch and Recovery aligns within the SI&WS Production, Test and Launch Engineering Capability and deployed within the ESG program at KSC. This position…
Added 20 mins ago
Product Marketing Manager (Threat Intel)
SpyCloud
Remote, United States
…security team does on Monday morning. As our Product Marketing Manager for the solution area, that explanation is yours to build: why companies should care about SpyCloud, and how we are…
Added 20 mins ago
Director Family & Community Health Services
PHMC
Philadelphia, PA
The Director is responsible for developing and retaining a talented workforce and providing programmatic direction and fiscal oversight of grants and contracts within the department. The…
Added 22 mins ago
Outreach Care Specialist
The Elevance Health Companies, Inc.
United States
Elevance Health operates in a Hybrid Workforce Strategy. Unless specified as primarily virtual by the hiring manager, associates are required to work at an Elevance Health location at least…

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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