Jobs in the United States

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Added 11 mins ago
CNC Service Technician
HR Collaboration Group LLC
Niles, MI
Challenging and progressive "every day" career development
Added 16 mins ago
Supply Chain Optimization Manager
Dollar General
Goodlettsville, TN
…that improve operational efficiency and reduce costs. Executes project management activities to support the successful delivery of process improvement…
Added 16 mins ago
Program Manager - Hybrid
NTT Data Americas, Inc.
Franklin, TN
We are currently seeking an IT Program Manager - Hybrid, to join our team in Franklin, TN, United states.
Added 16 mins ago
Territory Retail Lead - Knoxville, TN
Anderson Merchandisers
Knoxville, TN
The majority of responsibility for the Territory Sales Lead is the supervision and development of the assigned associates to drive sales and meet retailer and client expectations. The…
Added 16 mins ago
Operations Manager-New Accounts
Stifel
Saint Louis, MO
The Operations Manager leads the team and is accountable for the accuracy, integrity, and timely completion of department processes. The Manager provides day-to-day management of workloads,…
Added 18 mins ago
Project Engineer - Orlando, FL
Military Spouse Jobs & VetJobs
United States
Assist the project manager and superintendents as follows: Accumulate all necessary data and prepare the monthly owner pay applications
Added 23 mins ago
MM
Management Associate - Project Manager
Martin Marietta Materials, Inc
Lakewood, CO
- $65,000 USD / year
…Management Associate participates in a structured 18-to-24-month development program that provides exposure to Martin Marietta's Asphalt andamp; Paving division. This position provides…
Added 23 mins ago
TC
Project Mechanical Engineer IV
The Cannon Corporation
Denver, CO
- $40,123 USD / year
Conduct staff development activities including work planning, budget development, scheduling in conjunction with the Project Manager.
Added 26 mins ago
J
Senior Performance Marketing Manager
Jobgether
Remote, United States
- $148,000 to $200,000 USD / year
…steps. Our partner is looking for a Senior Performance Marketing Manager based in the United…
Added 26 mins ago
J
Senior Manager, Revenue Enablement
Jobgether
Remote, United States
- $185,000 to $210,000 USD / year
…applications and next steps. Our partner is looking for a Senior Manager, Revenue Enablement based in the United States…
Added 28 mins ago
Manager, Talent & Culture
Universal Parks & Resorts
Universal City, CA
The Manager, Talent & Culture is a strategic partner supporting Universal Studios Hollywood who helps shape the employee experience and drive business success through people. This role goes…
Added 29 mins ago
Lead Commissioning Manager - Semiconductor Facility
FST Technical Services
Austin, TX
FST Technical Services is seeking an experienced Lead Commissioning Manager to oversee commissioning activities for a large-scale semiconductor manufacturing facility build. This leadership…
Added 29 mins ago
Lead Commissioning Manager - Semiconductor Facility
FST Technical Services
Malta, NY
FST Technical Services is seeking an experienced Lead Commissioning Manager to oversee commissioning activities for a large-scale semiconductor manufacturing facility build. This leadership…
Added 29 mins ago
Lead Commissioning Manager - Semiconductor Facility
FST Technical Services
Hillsboro, OR
FST Technical Services is seeking an experienced Lead Commissioning Manager to oversee commissioning activities for a large-scale semiconductor manufacturing facility build. This leadership…
Added 29 mins ago
Lead Commissioning Manager - Semiconductor Facility
FST Technical Services
Dallas, TX
FST Technical Services is seeking an experienced Lead Commissioning Manager to oversee commissioning activities for a large-scale semiconductor manufacturing facility build. This leadership…
Added 29 mins ago
Lead Commissioning Manager - Semiconductor Facility
FST Technical Services
Chandler, AZ
FST Technical Services is seeking an experienced Lead Commissioning Manager to oversee commissioning activities for a large-scale semiconductor manufacturing facility build. This leadership…
Added 29 mins ago
Lead Commissioning Manager - Semiconductor Facility
FST Technical Services
Buffalo, NY
FST Technical Services is seeking an experienced Lead Commissioning Manager to oversee commissioning activities for a large-scale semiconductor manufacturing facility build. This leadership…
Added 29 mins ago
Lead Commissioning Manager - Semiconductor Facility
FST Technical Services
Portland, OR
FST Technical Services is seeking an experienced Lead Commissioning Manager to oversee commissioning activities for a large-scale semiconductor manufacturing facility build. This leadership…
Added 30 mins ago
Senior Project Manager
Concentrix
Omaha, NE
We are seeking an experienced Project Manager to lead complex initiatives across multiple teams, stakeholders, and delivery workstreams. In this role, you will guide agile teams, manage…
Added 30 mins ago
Procurement Specialist
Conagra Brands
Omaha, NE
Reporting to the Procurement Manager, you will focus on Label Packaging Procurement. You will lead research and strategy implementation, resolve complex supply challenges, and build…
Added 39 mins ago
Sr. Technical Program Manager, Networking Operational Excellence
Amazon Data Services, Inc.
Seattle, WA
…Center environments. We are looking for a Technical Program Manager to help transition this organization into a software-first mindset and reality as we develop new tools to replace old…
Added 43 mins ago
Senior Program Manager
Infosys
United States
In the assigned Job Role of Program Management Project Lead 3, your Area Of Responsibility will be as below:
Added 44 mins ago
Senior Project Manager
State of Indiana
Vincennes, IN
Lead a strong project management culture by growing project delivery resources through coaching at all levels of the agency and participating in the development and delivery of project…
Added 51 mins ago
Program Manager, Contracting Innovation
City of New York
New York City, NY
2. Driving the development of new contract vehicles for energy project delivery and other energy services required by the City: Identify business needs for new contracts for energy project…
Added 51 mins ago
Program Executive (Engineering-Structural)
City of New York
New York City, NY
Only candidates who are permanent in the Administrative Construction Project Manager title or those who are reachable on the DDC promotional list (exam #3523), or the open-competitive list…

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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