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Senior MEP Estimator I - Process Mechanical
Mortenson
Minneapolis, MN
…efforts of gathering, calculating, and compiling data to produce project estimates for large projects, and may also manage multiple projects. is mechanical…
Added just now
PG
Director, Program Management
Publicis Groupe Holdings B.V
Plano, TX
- $135,375 to $185,200 USD / year
We are seeking a Director, Program Management - Partnerships to serve as the senior integrated delivery lead for a complex, cross-channel partnerships portfolio. The role sits at the…
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Open Rank-Senior Statistical Data Analyst
University of South Florida
Tampa, FL
…statistical research support rather than independently develop or lead a program of research. This position provides advanced biostatistical and methodological expertise to faculty,…
Added 1 min ago
Change Manager, Customer Experience
S&P Global Inc.
Houston, TX
Partner closely with the Program Management team to align change management plans with project timelines, milestones, and business objectives.
Added 1 min ago
ZS
Wholesale Events + Marketing Manager
Z Supply Inc.
Costa Mesa, CA
- $160,000 to $175,000 USD / year
Oversee the project management and own the execution of all wholesale and retail marketing assets via Asana and Figma
Added 1 min ago
SR
Hypersonic Wind Tunnel Lead Engineer - REMOTE
Scientific Research Corporation
Alexandria, VA
- $228,100 USD / year
The Department of War (DoW) Test Resource Management Center (TRMC) plays a critical role in ensuring our warfighters maintain a decisive edge. TRMC ensures that the DoW components possess…
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Director, Social Care & Health Impact
Amerihealth Caritas
Southfield, MI
Strong leadership and people-management skills, with the ability to lead, coach, and develop teams within a complex, matrixed organization.
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Space Enterprise Evolution Senior Project Lead
The Aerospace Corporation
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12 or more years of progressively increasing responsibility with direct hands-on experience in program and project management roles within civil agencies, preferably with experience with…
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Onsite Design co-ordinator
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Phoenix, AZ
Review Design Specifics and Deliverables required at each project stage with Mechanical, Instrumentation, Civil, and other key Engineering Disciplines as relevant to each program
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Technical Program Manager – Cluster Build and Operations
Advanced Micro Devices, Inc
Austin, TX
You will serve as the technical program leader for large-scale compute clusters across their full lifecycle. That spans bring-up and delivery through sustained operation and administration.…
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Senior Technical Program Manager
Advanced Micro Devices, Inc
Secaucus, NJ
Project Scheduling & Readiness: Develop and maintain project schedules and implementation of readiness timelines to support on-time new product introductions. Communicate project status and…
Added 2 mins ago
Senior Technical Program Manager
Advanced Micro Devices, Inc
Secaucus, NJ
Project Scheduling & Readiness: Develop and maintain project schedules and implementation of readiness timelines to support on-time new product introductions. Communicate project status and…
Added 2 mins ago
Director of Marketing Operations
Aidoc
United States
Strong background in lead and account lifecycle management, scoring, routing, funnel metrics, campaign operations, and attribution.
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Specialist, Automation Engineering - 2nd Shift (Onsite)
Merck
Rahway, NJ
…in the clinical supply area, including automation lifecycle management, data and analytics, and site representation on capital projects. Off-shift (second shift and weekend) or extended…
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Senior Director, Program Lead - Infectious Diseases
Merck
Rahway, NJ · Upper Gwynedd, PA
This position provides expert strategic and operational leadership in the planning and execution of highly complex program(s) (e.g., spanning multiple disease areas/indications, involving…
Added 3 mins ago
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Environmental Coordinator II
Michels Corporation
Shelton, WA
- $91,000 to $127,000 USD / year
Prefer Certified Erosion and Sediment Control Lead (CESCL), Erosion and Sediment Control Manager (ESCM) or certification program equivalent to the professional courses.
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Program Clinical Data Manager
Worldwide Clinical Trials Holdings, Inc.
Remote, United States
Bring your clinical data management expertise to complex global projects and programs where strong leadership, technical excellence, and reliable delivery matter. As a Program Clinical Data…
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UO
Operations Supervisor
University of California, Irvine
Irvine, CA
- $32.42 to $38.18 USD / hour
Project management and organizational skills.
Added 4 mins ago
EHR Business Analyst
PHMC
Philadelphia, PA
…Business Analyst to serve as the operational and technical lead for our Qualifacts Credible Electronic Health Record platform. This role is ideal for someone who understands both the…
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0000006651.BUSINESS SYSTEM ANALYST IV.INFO TECH - APPLICATIONS
Dallas County
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1. Lead and manage small sized projects. Create and monitor project plan schedules. Ensure the delivery of project document deliverables. Coordinate tasks among project team members.…
Added 4 mins ago
Operational Support Administrator
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Tulsa, OK
Project Management – Ability to lead and contribute to team and adhere to deadlines.
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Proposal Strategist
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Project management – Manage responses to RFPs in partnership with team members and leadership across the business. Use Microsoft Planner and Teams to track task progress, deadlines, and…
Added 4 mins ago
Building & Code Compliance Inspector
ECS Ltd
San Antonio, TX
ECS is seeking a Code Compliance Project Manager to join our Southwest Building Science + Infrastructure team in San Antonio, TX. In this role, you’ll lead a wide range of inspection and…
Added 5 mins ago
Manager, Lifecycle Sales
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Market Development Manager - West
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Lead Therapy Access Program (TAP) activities and drive peer-to-peer dinners in the Region with the RD and CAMs, in compliance with Insightec policies and healthcare compliance requirements.

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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