Jobs in the United States

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USMC Supply Chain Manager
Andromeda Systems Incorporated
Albany, GA
- $28 to $47.5 USD / hour
…assist Physical Asset Owners, Fleet Managers, and Military Program Managers in gaining critical insights into their equipment’s performance, identifying system improvements, optimizing…
Added 1 min ago
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IT Manager / Senior Manager, Technology & Innovation
CSL-Consulting
Boston, MA
- $100,000 to $160,000 USD / year
The IT Manager / Senior Manager, Technology & Innovation ensures CSL’s technology is ready for where the company is going. This leader keeps day-to-day technology running reliably while…
Added 2 mins ago
Customer Success Lead
RBW Logistics, LLC
United States
…through consistent performance. The role reports to the Site Operations Manager and partners closely with the Inventory Control team, the Customer Success (CS) Site Lead, and Augusta…
Added 2 mins ago
Mgr Supply Chain - Category Management
Williams WPC-I, LLC.
United States
As Manager, Supply Chain - Category Management, you lead a team of Category Managers supporting operational continuity and project execution. Your scope spans major equipment, construction,…
Added 4 mins ago
Provider Informatics Manager
CoxHealth
Springfield, MO
The manager partners closely with the Provider Workflow and Innovation Program Director, medical staff, operational leaders, education teams, and information technology teams to identify…
Added 5 mins ago
Senior Manager Customer Repair
Lumen
Jefferson City, MO
This Senior Manager leads the Strategic Engagement and Response Team (SERT), within Enterprise Repair. The role drives critical projects across the organization and leads the team, handles…
Added 5 mins ago
Senior Analyst - Adv Business Analytics
Ally Bank
Charlotte, NC
…partners with AML Investigations, Enhanced Due Diligence, AML Program Management, Enterprise Technology, and lines of business to improve operational processes while supporting compliance…
Added 5 mins ago
Sr. Product Marketing Manager
Farmers Insurance Careers
United States
The Sr. Manager, Product Marketing will lead the digital customer experience strategy for Farmers' product solutions. This role will partner with enterprise stakeholders to define product…
Added 6 mins ago
Corporate Manager - Environmental, Health & Safety (EHS)
Mactac North America
Stow, OH
The Corporate Environmental, Health & Safety (EHS) Manager is responsible for leading, implementing, and continuously improving Mactac North America's environmental, health, and safety…
Added 6 mins ago
Patient Care Coordinator
Hospital for Special Surgery
Paramus, NJ
Working with colleagues who love what they do and are deeply committed to our Mission, you too can be part of our transformation across the enterprise.
Added 11 mins ago
Sr. Manager - Operations
Varsity Spirit, LLC
Memphis, TN
The Sr. Manager – Operations is a senior operations leadership role responsible for the integrated performance of multiple functional areas within a high-volume, multi-shift distribution…
Added 12 mins ago
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Career Foundation Program Associate - Business Technology & Applications
Smithfield Support Services Corp
Smithfield, VA
- $21.63 to $31.25 USD / hour
As a Career Foundation Program Associate – IT Business Analyst, you will gain hands-on experience at the intersection of business and technology. This is your chance to collaborate with…
Added 14 mins ago
Platform Product Manager
Navitus Health Solutions, LLC
Remote, United States
The Platform Product Manager establishes clear business ownership and decision rights, prioritizes investments based on customer, market, and enterprise value, and ensures platform…
Added 14 mins ago
Human Resources Manager (HRM)
Select Specialty Hospital - Columbus Vic Village(Grant)
Columbus, OH
As the on-site HR Manager, you serve as the primary HR presence in the hospital, coordinating the full scope of HR operations in close collaboration with centralized HR partners. You are…
Added 15 mins ago
Senior Manager, Global Strategic Orchestration – Commercial IT
Mylan Inc.
Remote, United States
This leader is accountable for orchestrating overlapping, multi-year strategic technology initiatives as a cohesive enterprise roadmap rather than owning an individual platform or program.…
Added 17 mins ago
BD
Site IT Manager
BorgWarner Dixon LLC
Dixon, IL
- $107,600 to $147,950 USD / year
The Site IT Manager is fully accountable IT leader for all IT services at the assigned plant(s). The role ensures stable, secure, and standardized IT service delivery, aligned with…
Added 21 mins ago
04874 - Assistant Division Administrator IT FinOps and Business Manager
VDOT
Mechanicsville, VA
To direct Finance, Procurement, and Cloud Financial Operations (FinOps) within VDOT's Information Technology Division. To direct programs which are critical components of VDOT's Information…
Added 23 mins ago
Mill Manager
Asarco LLC
Sahuarita, AZ
The North Mill Manager - Mission Copper Mine -Sahuarita, AZ will lead the concentrator team to create a safe, motivated and productive environment which stimulates continuous improvement.…
Added 23 mins ago
Operational Readiness Manager
Asarco LLC
Mesa, AZ
…multi-billion-dollar capital investment in the future of our operations. Initiated in 2024 and continuing through 2030, this transformative program includes feasibility studies, detailed…
Added 28 mins ago
Regional Integration Manager L3
Cherokee Federal
Washington, DC
Job Title: Regional Integration Manager Level 3
Added 29 mins ago
Director of Information Technology, Kersten Institute
University of Chicago
Chicago, IL
The Director of Information Technology leads technology operations, information security, and research computing support for the Kersten Institute for Urban Education, a research institute…
Added 30 mins ago
Program Budget Analyst
SAIC
Chantilly, VA
…civilian markets includes secure high-end solutions in mission IT, enterprise IT, engineering services, and professional services. We integrate emerging technology, rapidly and securely,…
Added 31 mins ago
Systems Engineer Manager
SAIC
Springfield, VA
As a senior SETA Manager on this program, you will be responsible for providing expert technical guidance and project oversight for a portfolio of advanced maritime capabilities. You will…
Added 31 mins ago
Logistics Analyst
SAIC
Remote, United States
Science Applications International Corporation (SAIC) is seeking a Logistics Analyst to support the Air Operations Center Weapon System (AOC WS) Falconer Program. This remote position…
Added 31 mins ago
Manufacturing Program Manager
Dynetics Tech Sol, Inc
Huntsville, AL
Leidos’ Defense Manufacturing Sector is seeking a Manufacturing Program Manager to join our Indirect Fire Protection Capability (IFPC) Team at our Platform Integration Facility located in…

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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