Federal ITSM Program Manager - Service Delivery Leader

MPower, Inc.; Bethesda (MD); On-site; USD 125,000 - 145,000; Full time

Job summary

mPower, Inc. seeks an experienced ITSM Program Manager to lead comprehensive IT support services for government stakeholders. You will oversee Help Desk operations, asset management, and information security support, ensuring contract performance and high customer satisfaction.

The ideal candidate has extensive IT operations and federal contract management experience, PMP certification, and a proven ability to drive operational improvements across complex programs and teams.

Qualifications

• Bachelor’s degree or equivalent in a related field.
• Minimum of 10 years of relevant IT/program management experience.
• Demonstrated success delivering complex IT programs or projects.
• Experience managing personnel, budgets, and multi-contract environments.
• Experience with ITSM, Help Desk operations, incident management, and SLA adherence.
• PMP certification and ability to obtain Public Trust.

Responsibilities

• Serve as primary liaison between mPower and Government stakeholders (CO, COR, and others).
• Provide leadership and oversight of contract operations and performance standards.
• Manage program resources, schedules, budgets, and priorities.
• Develop and maintain project management documents and reports.
• Conduct regular performance reviews and coordinate program progress with stakeholders.
• Identify risks and drive corrective actions to improve service quality.
• Support workforce planning and transitions as required.
• Oversee IT service delivery including Help Desk, incidents, and escalation processes.
• Monitor KPIs, SLA compliance, and customer satisfaction; drive continuous improvement.

Skills

Leadership

Program management

Stakeholder management

IT operations

Customer service

Education

Bachelor's degree in Computer Science, Information Systems, Engineering, Business, or related discipline

Tools

ServiceNow

Job description

mPower, Inc. seeks an experienced ITSM Program Manager to lead comprehensive IT support services for government stakeholders. You will oversee Help Desk operations, asset management, and information security support, ensuring contract performance and high customer satisfaction.

The ideal candidate has extensive IT operations and federal contract management experience, PMP certification, and a proven ability to drive operational improvements across complex programs and teams.