Jobs in the United States

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Added 1 min ago
MI
Intern, Business
Moog Inc
Blacksburg, VA
- $21.42 to $26.92 USD / hour
Moog is a performance culture that empowers people to achieve great things. Our people enjoy solving interesting technical challenges in a culture where everyone trusts each other to do the…
Added 1 min ago
IR
IT Business Relationship Director, Americas
International Rescue Committee
Remote, United States
- $132,000 USD / year
6-8 years in a relationship management, business partnering, or program/operations role bridging technical and non-technical stakeholders - direct experience with humanitarian, nonprofit,…
Added 1 min ago
Senior Biocompatibility Scientist II
Abbott Laboratories
Santa Clara, CA
Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
Added 1 min ago
W
(USA) Senior Manager, Material Handling Equipment Service
Walmart
BENTONVILLE, AR
- $80,000 to $155,000 USD / year
…delivery. Collaborating cross-functionally, the position applies technical expertise and data-driven insights to resolve complex challenges, enhance maintenance strategies, and support…
Added 1 min ago
Cash Management Analyst Intern | Cashless Payments
IGT, a Nevada Corporation
Providence, RI
…gaming experiences - powered by world‑class content, strong technical and commercial capabilities and nurtured by a culture of collaboration, accountability, and…
Added 2 mins ago
Take Off Technician
SAIIA
BIRMINGHAM, AL
Take Off Technician who will be responsible for, but not limited to evaluating the scope of work, reviewing technical documents, calculating earthwork quantities, and determining material…
Added 2 mins ago
Senior Project Manager - Data Center
MasTec Utility Services
Boling, TX
Provide regular updates to senior management on project performance and financials.
Added 2 mins ago
Cyber Systems Engineer – Vulnerability Management
Arcfield
Springfield, VA
The program provides Systems Engineering and Technical Assistance (SETA) support in the areas of Cyber Security and Management to improve the Information Assurance (IA) posture of a…
Added 2 mins ago
EU
Data Center Environmental Permitting Program Manager 5
Experis USA
Redmond, WA
- $83 to $88 USD / hour
Our client, a technology organization, is seeking a Data Center Environmental Permitting Program Manager to join their team. As a Data Center Environmental Permitting Program Manager, you…
Added 2 mins ago
W
(USA) Senior Technology Operations
Walmart
BENTONVILLE, AR
- $80,000 to $155,000 USD / year
Our team of Technical Program and Project Managers leads strategic security initiatives within Security Services, collaborating closely with engineering, platform, and business units.…
Added 2 mins ago
W
(USA) Principal, Platform Product Manager
Walmart
BENTONVILLE, AR
- $110,000 to $220,000 USD / year
…objectives. Collaborating closely with business, technology, project, and leadership teams, they develop secure, customer-focused products. The team prioritizes optimizing the…
Added 3 mins ago
IU
Field Training Manager - Dunkin'
IRB USA Inspire Resources
Remote, United States
- $77,412.38 to $151,957.63 USD / year
Utilize project management tools and disciplines to execute project processes, including risk management, issues resolution, change management, quality assurance, and document management.
Added 3 mins ago
Senior Project Manager
Zscaler
Remote, United States
Track record of formal project or program management experience delivering customer-facing technical solutions within a professional services, consulting, or enterprise SaaS deployment…
Added 3 mins ago
OH
Customer Service Supervisor (Housing Information Hub)
Opportunity Home San Antonio
San Antonio, TX
- $62,653.5 USD / year
…performance of client service duties. This is an entry-level management position that is responsible for assisting with the formulation, development, direction, and administration of client…
Added 3 mins ago
OH
Sr Customer Service Representative (Housing Information Hub)
Opportunity Home San Antonio
San Antonio, TX
- $44,928 USD / year
Provides accurate information regarding all program information to participants, co-workers, supervisors, and the general public.
Added 4 mins ago
Labs Project Manager
Thermo Fisher Scientific
KY
Provide oversight and coordination of study initiation. Review, interpret, translate and program study protocols into a complete and accurate database. Communicate with internal departments…
Added 4 mins ago
CO
Water Resources Engineer
City of Altamonte Springs
Altamonte Springs, FL
- $52,920 to $98,000 USD / year
Provide water resources engineering technical expertise, technical analysis, review, project management and regulatory coordination in support of the City’s water resources, stormwater, and…
Added 5 mins ago
Materials and Processes Test Engineer (Associate or Experienced)
The Boeing Company
Huntsville, AL
· Uses project management tools to meet cost, technical, and schedule requirements.
Added 5 mins ago
Production Engineering Manager
The Boeing Company
Hazelwood, MO
…role (team leader, temp manager, large scale cross functional project/program management, or formal manager experience) OR have completed the Boeing internal course “Exploring…
Added 5 mins ago
Dynamics Test Engineering Manager
The Boeing Company
Berkeley, MO
Technical project/program management experience
Added 5 mins ago
Loads & Dynamics Engineering Manager
The Boeing Company
Hazelwood, MO
…role (team leader, temp manager, large scale cross functional project/program management, or formal manager experience) OR have completed the Boeing internal course “Exploring…
Added 5 mins ago
Flight Engineering Manager (Guidance Navigation & Control))
The Boeing Company
Hazelwood, MO · St. Louis City, MO
…role (team leader, temp manager, large scale cross functional project/program management, or formal manager experience) OR have completed the Boeing internal course “Exploring…
Added 5 mins ago
GNC Engineering Manager
The Boeing Company
Hazelwood, MO
…role (team leader, temp manager, large scale cross functional project/program management, or formal manager experience) OR have completed the Boeing internal course “Exploring…
Added 5 mins ago
Senior Flight Engineering Manager
The Boeing Company
Hazelwood, MO
…role (team leader, temp manager, large scale cross functional project/program management, or formal manager experience) OR have completed the Boeing internal course “Exploring Leadership”…
Added 5 mins ago
Retrofit Project Manager (Logistics Integration) - Mid-Level
Boeing Aerospace Operations
San Antonio, TX
Responsible for project development, planning, implementation, management, and technical support activities related to maintenance, modifications, and repairs per established customer,…

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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