Jobs in the United States

25+ jobs

Save this search

Added just now
Quality Assurance Supervisor
DPDHL
Litchfield Park, AZ
Supervisor supporting a specific quality assurance program and quality control activities in support of site compliance of the DHL Quality Management System and customer and regulatory…
Added just now
C
Customer Advocate Vending Machine
Carvana
Bridgeville, PA
- $18 to $20 USD / hour
In your first year, you can progress from $18/hr to $20/hr through our performance-based Careers Not Jobs program, which provides four merit opportunities annually. As part of this program,…
Added just now
E
Chemist
Emerson
Shakopee, MN
- $74,000 USD / year
…Shakopee, MN location, you will join a global leader in the development and manufacturing of process analytical equipment for liquid analysis as a Chemist. This is a laboratory-based role…
Added 1 min ago
FH
FRONT DESK SUPERVISOR
Fine Hospitality Group LLC
Burbank, CA
- $21 to $24 USD / hour
Join Fine Hospitality Group’s 6-month General Manager in Training program and gain hands-on experience preparing to lead a hotel.
Added 1 min ago
Enterprise PMO Portfolio Manager
Regions
Hoover, AL · Charlotte, NC · Atlanta, GA
…of experience in portfolio management, strategic planning, program management, business transformation or related…
Added 1 min ago
Technology Services Help Desk Technician
Regions
Hoover, AL
May interact with other support, engineering and application development teams to restore service and/or identify and correct core problems
Added 1 min ago
T
Strategic Analytics Lead
TEKsystems
Cincinnati, OH
- $65 to $70 USD / hour
subject to specific elections, plan, or program terms. If eligible, the benefits
Added 1 min ago
T
Data Operations Analyst
TEKsystems
Miamisburg, OH
- $50 to $60 USD / hour
DescriptionRole SummaryWe are seeking an experienced Data Platform Operations Analyst to support production operations across the EntityDatabase (EDB) platform: Vault, KEL, large-scale data…
Added 1 min ago
Assistant Branch Manager
AIRGAS Airgas USA, LLC
Houston, TX
…safety management, advancing sales activity at the branch, staff development and retention, facility maintenance, and the overall sound stewardship of branch…
Added 1 min ago
Account Manager
AIRGAS Airgas USA, LLC
Jackson, MI
…our full range of solutions to add significant value to their…
Added 1 min ago
Account Manager
AIRGAS Airgas USA, LLC
Bay City, MI
…our full range of solutions to add significant value to their…
Added 1 min ago
HA
2nd Shift Machining Tech I
Howmet Aerospace
Torrance, CA
- $21 to $24 USD / hour
Tuition Assistance Program and ongoing professional development opportunities
Added 1 min ago
T
Data Engineer
TEKsystems
Cincinnati, OH
- $58 to $62 USD / hour
…OFSAA/FTPCS. The engineer is expected to use approved AI-assisted development tools, such as GitHub Copilot, to improve delivery speed, accuracy, testing, documentation, and maintainability…
Added 1 min ago
T
Systems Engineer
TEKsystems
El Segundo, CA
- $70 to $120 USD / hour
…space acquisition experience.Experience with Agile software development programs.Experience with Confluence and/or Jira.Experience working with software factories or DevSecOps pipelines.Top…
Added 1 min ago
T
Infrastructure Engineer
TEKsystems
Reston, VA
- $70 to $127 USD / hour
…across mission, cybersecurity, infrastructure, and application development stakeholders. Experience deploying localized Policy Enforcement Points (PEPs) and lightweight Policy Decision…
Added 1 min ago
T
RF Automation QA Engineer
TEKsystems
Cupertino, CA
- $45 to $60 USD / hour
…engineering stakeholders to ensure product quality throughout the development lifecycle. You will play a key part in test automation, defect management, process improvement, CI/CD support,…
Added 1 min ago
HR Operations Specialist
Winter Garden, FL
Join ABC Companies as an HR Operations Specialist and play a vital role in supporting our employees, strengthening compliance, and ensuring the smooth execution of essential HR processes.…
Added 1 min ago
Sales Account Manager – Southwest
Grand Prairie, TX
…manages the full sales cycle, including prospecting, relationship development, customer needs assessments, vehicle presentations, pricing negotiations, sales documentation, and delivery…
Added 2 mins ago
People Partner (HRBP)
Summit Line Construction, Inc.
Phoenix, AZ
…continues to experience significant growth. As our national operations expand, we seek motivated individuals to join the…
Added 2 mins ago
People Partner (HRBP)
Summit Line Construction, Inc.
Provo, UT
…continues to experience significant growth. As our national operations expand, we seek motivated individuals to join the…
Added 2 mins ago
Rental Demand Planner
Agiliti
Eden Prairie, MN
…and operational decisions. The position partners with Sales, Operations, Logistics, Service Centers, and leadership to align customer demand with fleet availability, improve utilization,…
Added 2 mins ago
Area Medical Director
Chewy Vet Care Florida, LLC
Atlanta, GA
You will lead medical excellence and veterinary team development across Chewy Vet Care practices in the Atlanta, Georgia area, helping our veterinarians deliver high-quality, evidence-based…
Added 2 mins ago
OG
Proposal Writer
Oak Grove Technologies LLC
Raleigh, NC
- $80,000 to $100,000 USD / year
…ability to collaborate with technical subject matter experts, program leadership, and business development teams in a fast-paced, deadline-driven…
Added 2 mins ago
Research Associate, Survey Administration - Corporate Team
The Hanover Research Council LLC
Remote, United States
This is an entry-level position and will report directly to the Manager of Research Operations, Survey.
Added 2 mins ago
Test Manager
Systems Application & Technologies Inc
Dugway, UT
…Department of Defense (DoD) contractor specializing in Range operations and maintenance (O&M); weapons testing; facilities management; aerial, ground and seaborne targets O&M; technical,…

mPower, Inc.

Senior Help Desk Manager

Bethesda, MD, United States

$125,000 to $145,000 USD / year

Apply About employer

Applications open in a new tab.

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.

Apply About employer

Report this job