Jobs in the United States

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Added 7 mins ago
G
R&D Metrology Technician
GPAC
Charlotte, NC
- $30 to $45 USD / hour
…components is hiring an R&D Metrology Technician to support R&D, Engineering, and Quality with precision dimensional inspection throughout product development and manufacturing transfer.…
Added 18 mins ago
R&D Engineer 2/3
Los Alamos National Laboratory
Los Alamos, NM
Report to the Program Director for the Associate Laboratory Directorate for the Weapons Engineering Office of Design Agency Quality (ALDW-DAQ) and be a contributing member to a dynamic team…
Added 18 mins ago
R&D Engineer 3/4
Los Alamos National Laboratory
Los Alamos, NM
Report to the Program Director for the Associate Laboratory Directorate for the Weapons Engineering Office of Design Agency Quality (ALDW-DAQ) and be a contributing member to a dynamic team…
Added 18 mins ago
Postdoctoral Research Associate in Computational Acoustics and Materials Characterization
Los Alamos National Laboratory
Los Alamos, NM
…surfaces. This research supports nondestructive characterization of engineering materials and components relevant to the Laboratory's national security…
Added 19 mins ago
Cloud Engineer
Maximus
Santa Fe, NM
Research, design, develop, run tests, and evaluate systems supporting cloud implementation and integration with cloud service providers, applying principles and techniques of computer…
Added 19 mins ago
Associate Software Engineer
Highmark Health
Santa Fe, NM
…process from idea generation, business analysis, technical design and software development using the latest technologies and design…
Added 19 mins ago
C
BIM Modeler
CBRE
Santa Fe, NM
- $90,000 to $120,000 USD / year
…coordination efforts, perform clash detection, and collaborate with engineering, VDC, and construction teams to ensure design intent is accurately translated into construction-ready models.…
Added 19 mins ago
GA
Sr Staff Applications Operations Engineer – Engineering Tools Automation & AI Ops
GE Aerospace
Santa Fe, NM
- $131,000 to $174,000 USD / year
Serve as the senior technical operations authority across engineering application pods (software, hardware and electronic design, and project and portfolio management tools) for US and UK…
Added 19 mins ago
GA
Principal Technical Product Manager, Data & Platform
GE Aerospace
Santa Fe, NM
- $152,000 to $222,000 USD / year
Own the access model. Own the Foundry security posture: design and maintain role-based access controls (RBAC), fine-grained security roles and markings, and scalable access provisioning, so…
Added 21 mins ago
GE
Principal Technical Product Manager, Data & Platform
General Electric Company
United States
- $152,000 to $222,000 USD / year
Own the access model. Own the Foundry security posture: design and maintain role-based access controls (RBAC), fine-grained security roles and markings, and scalable access provisioning, so…
Added 21 mins ago
Deputy Program Manager (5903)
Honeywell
Kansas City, MO
Defines and establishes production/project definitions, maintenance of schedules, and engineering releases associated with assigned program elements for a weapon or reimbursable program
Added 24 mins ago
Cloud Engineer
Maximus
Providence, RI
Research, design, develop, run tests, and evaluate systems supporting cloud implementation and integration with cloud service providers, applying principles and techniques of computer…
Added 24 mins ago
Lead Field Service Engineer – Drives
GE Vernova
Unspecified, RI
…system failures, bridging the gap between field operations and design engineering to lead high-stakes troubleshooting, establish global commissioning standards, and drive systemic…
Added 24 mins ago
GA
Principal Technical Product Manager, Data & Platform
GE Aerospace
Providence, RI
- $152,000 to $222,000 USD / year
Own the access model. Own the Foundry security posture: design and maintain role-based access controls (RBAC), fine-grained security roles and markings, and scalable access provisioning, so…
Added 25 mins ago
GA
Sr Staff Applications Operations Engineer – Engineering Tools Automation & AI Ops
GE Aerospace
Providence, RI
- $131,000 to $174,000 USD / year
Serve as the senior technical operations authority across engineering application pods (software, hardware and electronic design, and project and portfolio management tools) for US and UK…
Added 28 mins ago
Sr Clinical Project Manager
BD (Becton, Dickinson and Company)
Sparks, MD
…feat. It takes the imagination and passion of all of us - from design and engineering to the manufacturing and marketing of our billions of MedTech products per year - to look at the…
Added 29 mins ago
B(
Machine Operator III
BD (Becton, Dickinson and Company)
Hunt Valley, MD
- $22.8 to $36.4 USD / hour
…feat. It takes the imagination and passion of all of us - from design and engineering to the manufacturing and marketing of our billions of MedTech products per year - to look at the…
Added 29 mins ago
B(
Bulking/Formulation Operator 3
BD (Becton, Dickinson and Company)
Hunt Valley, MD
- $22.8 to $36.4 USD / hour
…feat. It takes the imagination and passion of all of us - from design and engineering to the manufacturing and marketing of our billions of MedTech products per year - to look at the…
Added 29 mins ago
B(
Team Lead
BD (Becton, Dickinson and Company)
Hunt Valley, MD
- $27.1 to $43.4 USD / hour
…feat. It takes the imagination and passion of all of us - from design and engineering to the manufacturing and marketing of our billions of MedTech products per year - to look at the…
Added 29 mins ago
Full Stack Application Engineer
CACI International
Laurel, MD
Develop and support software using industry-standard engineering practices, design methodologies, and development tools.
Added 29 mins ago
Program Support Specialist 4 - Annapolis Junction, MD
M. C. Dean
Annapolis Junction, MD
M.C. Dean is Building Intelligence®. We design, build, operate, and maintain cyber-physical solutions for the nation’s most mission-critical facilities, secure environments, complex…
Added 29 mins ago
M
Senior Manager, Workplace Management
Marriott
Bethesda, MD
- $110,400 to $168,600 USD / year
…leverage operational solutions and efficiencies to enhance the associate experience, while working with design and brand teams to ensure the Marriott brand is pulled through the entire…
Added 29 mins ago
Director, Network Observability & Compliance
Marriott
Bethesda, MD
8+ years’ experience in a technical role within a Network/Security Engineering or Operations oranization designing and implementing complex and integrated networking solutions with…
Added 29 mins ago
SO
BUSINESS INTELLIGENCE SPECIALIST-ADVANCED- 11072026-82650
State of Tennessee
TN
- $5,703 to $7,399 USD / month
…experience in business intelligence or data warehousing. An associate degree in a related field may substitute for the bachelor's. Certifications and additional experience may substitute…
Added 33 mins ago
G
CAD Technician
GPAC
Cleveland, OH
- $50,000 to $75,000 USD / year
Interpret survey data, engineering sketches, construction documents, and design specifications.

mPower, Inc.

Senior Help Desk 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 Senior Help Desk Manager to lead and oversee the delivery of comprehensive IT support services for its customer.

The Senior Help Desk 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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