Jobs in the United States

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Added 16 mins ago
Accounting Manager
nVent
St Louis, MN
The Accounting Manager leads critical accounting and financial reporting activities across multiple corporate entities, ensuring accurate, timely, and compliant financial results. This role…
Added 16 mins ago
Medical Assistant/LPN - St Anthony
North Memorial Health Care
St Anthony, MN
The Medical Assistant will manage the patient flow throughout the clinic and assist providers in the management and treatment of their patients. Patients come from a variety of backgrounds…
Added 16 mins ago
MANAGER, ENTERPRISE APPLICATIONS
Infinite Campus
Blaine, MN
The Manager, Enterprise Applications will provide strategic and operational leadership for Infinite Campus' enterprise business application portfolio, ensuring technology solutions…
Added 16 mins ago
Medical Assistant/LPN - Urgent Care - Blaine
North Memorial Health Care
Blaine, MN
The Medical Assistant will manage the patient flow throughout the clinic and assist providers in the management and treatment of their patients. Patients come from a variety of backgrounds…
Added 16 mins ago
GA
Principal Technical Product Manager, Data & Platform
GE Aerospace
Minnetonka, MN
- $152,000 to $222,000 USD / year
…supporting the Defense & Systems (D&S) business, the Principal Technical Product Manager, Data & Platform owns the D&S Palantir Foundry environment and leads delivery across the technical…
Added 16 mins ago
SO
Early Childhood Special Projects Manager / State Prog Admin Manager Sr
State of Minnesota
St. Paul, MN
- $44.8 to $64.46 USD / hour
Job Class: State Program Administrator, Manager Senior
Added 16 mins ago
Lead DevSecOps Engineer
Leidos
Eagan, MN
…data mesh architecture, enabling next-generation air traffic management capabilities. We are building with an AI-first engineering mindset, embracing emerging AI capabilities and modern…
Added 16 mins ago
HA
Program Manager
Honeywell Aerospace
Plymouth, MN
- $140,000 to $180,000 USD / year
As a Program Manager at Honeywell Aerospace, you will play a critical role in driving innovation, shaping the company's technical strategy, and being responsible for program execution. You…
Added 16 mins ago
Manager - Digital Technology Org
Mayo Clinic
Rochester, MN
…experience in digital operations, IT service delivery, analytics, or program management. Demonstrated ability to lead cross-functional teams, manage concurrent initiatives, and partner…
Added 16 mins ago
Technical Program Manager, Knowledge Systems
Coinbase
Saint Paul, MN
…customer self-service, internal tools, and AI-assisted support. As Technical Program Manager, you will translate knowledge strategy into technical execution. This is a systems-focused role…
Added 17 mins ago
M
Senior ALC Developer PART TIME
Maximus
Saint Paul, MN
- Part-time
Consult with managerial, engineering, and technical personnel to clarify program intent, identify problems, and suggest changes.
Added 17 mins ago
Data Science Specialist
Stride, Inc.
Saint Paul, MN
…applying data analytics to audit, testing, monitoring, and risk management activities. This role combines audit and internal control knowledge with technical data skills to improve the…
Added 17 mins ago
C
Program Manager, RES (Risk Engineering Solutions)
CBRE
Saint Paul, MN
- $105,000 to $125,000 USD / year
CBRE is seeking a detail-oriented Program Manager to supportproject planning, management, and execution activities for Amazon's GlobalBuilding Design Risk & Recovery (GBDR) organization,…
Added 17 mins ago
Manager, Enterprise Communications & Channels
Amentum
Saint Paul, MN
The Manager, Enterprise Communications & Channels is responsible for developing and delivering employee communication programs that inform, engage, and connect employees to Amentum's…
Added 17 mins ago
AI Operations Administrator - Gravitee - Remote US
SitusAMC
Saint Paul, MN
…day-to-day operation of SitusAMC’s enterprise AI tools and the API management layer that connects and governs them. The role centers on Gravitee, the API management and gateway platform…
Added 17 mins ago
C
Program Manager, RES (Risk Engineering Solutions)
CBRE
Saint Paul, MN
- $105,000 to $125,000 USD / year
CBRE is seeking a detail-oriented Program Manager to supportproject planning, management, and execution activities for Amazon's GlobalBuilding Design Risk & Recovery (GBDR) organization,…
Added 17 mins ago
Senior ALC Developer
Maximus
Saint Paul, MN
Consult with managerial, engineering, and technical personnel to clarify program intent, identify problems, and suggest changes.
Added 17 mins ago
Senior ALC Developer
Maximus
Saint Paul, MN
Consult with managerial, engineering, and technical personnel to clarify program intent, identify problems, and suggest changes.
Added 17 mins ago
DC
Project Manager, Global Operations (Reagent Assay/Hardware Development, NPI)
Danaher Corporation
Minneapolis, MN · Chaska, MN
- $135,000 to $145,000 USD / year
The Technical Project Manager, Global Operations for Beckman Coulter Diagnostics is responsible for the continuous improvement, global standardization and embedding of our project and…
Added 17 mins ago
DevOps Engineer III
Deloitte
Minneapolis, MN
…engineering solutions across complex environments. This role blends technical delivery, client collaboration, and operational improvement to help organizations strengthen software delivery…
Added 17 mins ago
XE
Mgr, Strategic Supply Chain Sourcing
Xcel Energy
Minneapolis, MN
- $156,101 to $183,200 USD / year
The Manager of Strategic Supply Chain Sourcing will provide sourcing leadership and direction for a group of categories and category management team members, championing collaboration with…
Added 17 mins ago
Manager, Third Party Risk Management
KPMG LLP
Minneapolis, MN
Manage the day-to-day business operations with leadership oversight of the technology systems utilized by the Third-Party Risk Management program
Added 17 mins ago
Cyber SAP Internal Controls Manager/ Engineering Manager II
Deloitte
Minneapolis, MN
Join Deloitte's Cyber Enterprise Security team and help clients strengthen SAP risk management, internal controls, governance, and compliance across enterprise transformation, ERP and cloud…
Added 17 mins ago
SAP Technology Architecture Senior Manager – S/4HANA Migration
PwC
Minneapolis, MN
As a SAP Technology Architecture Senior Manager - S/4HANA Migration you will lead SAP architecture work that helps clients shape migration strategies, design future-state landscapes, and…
Added 17 mins ago
Area Sales Manager - Northern Plains- Ottava Surgical Robotics
J&J Family of Companies
Minneapolis, MN
As an Area Sales Manager (ASM), this individual will serve as the point person for end to end commercialization, including sales, support and capital program management for Ottava. The ASM…

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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