Jobs in the United States

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Financial Service Professional
LPL Financial Corp
United States
- $23.18 to $38.63 USD / hour
As part of your career development, opportunities to acquire financial industry licensing may be available
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Maintenance Technician Night Shift
Cornerstone Building Brands
Stuarts Draft, VA
Safe work performance is always required from each Associate including utilizing hearing protection, safety glasses, and steel toed shoes
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CB
Production Associate 4- 2nd shift
Cornerstone Building Brands
North Brunswick Township, NJ
- $20 USD / hour
Scan and process materials accurately and timely to ensure customer satisfaction
Added just now
SO
Medical Assisting Instructor (Part-Time Faculty - SC)
South Orange County Community College District
Mission Viejo, CA
- Part-time
May participate in curriculum review and program development.
Added 1 min ago
Warehouse Associate/Branch Driver
REXEL
Portland, OR
We are looking for a Warehouse Associate/Branch Driver to join our Platt team in Parkrose, OR!
Added 1 min ago
Therapist
COPE Community Services, Inc.
Tucson, AZ
…nurturing your professional growth through continuous learning and development…
Added 1 min ago
Retail Sales Associate
Skechers
Queens Center, NY
…innovation is at the core of everything we do, driving the development of stylish, high-quality products at a great value. From our diverse footwear collections to our expanding range of…
Added 1 min ago
Associate Director, Planning and Production Control
RTX
United States
…businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we push the boundaries of known science and…
Added 1 min ago
J
Retail Associate, SEAS - Nike Woodbury Service Center
Newburgh, NY
- $19.25 USD / hour
As a Nike Retail Associate - known as Athletes - you bring the “Just Do It” mindset to life. You serve like a pro to help our consumers discover the product that inspires them - from living…
Added 2 mins ago
Manufacturing Engineering Manager
GKN Driveline Bowling Green Inc. (Ohio)
Bowling Green, OH
Ensure all quality standards are met as it relates to process development and risk mitigation
Added 3 mins ago
FE
DC General Warehouse Associate-Equipment Operator
Ferguson Enterprises, LLC
Grand Prairie, TX
- $23 USD / hour
With our easy application process and fast hiring you can quickly become part of the Ferguson team.
Added 3 mins ago
Systems and Digital Engineer, Mid
Booz Allen Hamilton_United States
Arlington, VA
2+ years of experience with engineering on a DoD, national security, or aerospace program, including applying MBSE as a part of the engineering process
Added 3 mins ago
Systems and Digital Engineer, Mid
Booz Allen Hamilton_United States
Arlington, VA
2+ years of experience with engineering on a DoD, national security, or aerospace program, including applying MBSE as a part of the engineering process
Added 5 mins ago
New Business Development Bulk Sales Specialist
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Raleigh, NC
R10104646 New Business Development Bulk Sales Specialist (Open)
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HR Operations Specialist
Winter Garden, FL
Training and Professional Development Opportunities
Added 6 mins ago
MA
Infrastructure Engineer
Midtown Athletic Clubs
Chicago, IL
- $105,000 to $125,000 USD / year
· Complimentary individual Midtown club membership, associate discounts, recognition programs, and professional development support
Added 6 mins ago
Research Associate, Survey Administration - Corporate Team
The Hanover Research Council LLC
Remote, United States
The Research Associate, Survey Administration, will test, administer, and prepare for analysis the online surveys that Hanover launches each year. This position will work directly with…
Added 7 mins ago
AH
Behavioral Technication- Paraprofessional
Atlas Home Health
Vacaville, CA
- $24 to $28 USD / hour
High school diploma or equivalent. We provide the 30-hour competency training. An associate degree in a human services field or a behavior-related certification also qualifies.
Added 8 mins ago
B&
Financial Aid Customer Service Representative
Bryant & Stratton College
Orchard Park, NY
- $22.12 USD / hour
…package for this position will be provided during the interview…
Added 8 mins ago
LS
LPN Traditions of Dedham
LCB Senior Living
Dedham, MA
- $40 to $42 USD / hour
The essential duties and responsibilities described below are representative of those an associate encounters while performing the basic functions of this position. While every effort has…
Added 10 mins ago
CC
Registered Nurse / Emergency Room
Cross Country Nurses
GOLDSBORO, NC
- $1,901.03 USD / week
Registered Nurse, Emergency Room. The Clinical Nurse provides competent nursing care using the nursing process and professional standards in an acute care setting. Responsibilities include…
Added 11 mins ago
Sr Data Scientist
Health Care Service Corp.
Chicago, IL
…foundation to our success. We empower employees with curated development plans that foster growth and promote rewarding, fulfilling…
Added 12 mins ago
Registered Nurse - ED (PRN)
SCR St. Claire Medical Center, Inc.
Remote, United States
Collaborates with interdisciplinary teams to achieve quality, safety, and patient-centered care goals, participating in process improvement initiatives.
Added 13 mins ago
CO
Board Assistant-26290010
County of San Diego
San Diego, CA
- $59,592 to $72,425.6 USD / year
…rules and procedures pertaining to the unit and hearing boards; process and maintain Board records and files; provide County government related information to the Board of Supervisors,…
Added 13 mins ago
AI Business Partner, Mid
Acentra Health, LLC
Cary, NC
Experience supporting business case development, initiative prioritization, process improvement, or technology-enabled transformation efforts.

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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