Head of IT Help Desk & Service Delivery

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

Job summary

mPower, Inc. is seeking an experienced Help Desk Engineering Manager to lead IT support delivery, desktop and systems support, asset management, and information security services.

You will serve as the primary liaison with Government stakeholders to ensure contract performance and customer satisfaction. The role requires a proactive, hands-on leader with deep IT operations, federal contract management, and ITSM expertise.

Qualifications

• Bachelor's degree or equivalent in CS/IS/Engineering/Business.
• 10+ years IT program experience with complex contracts.
• Experience managing personnel and budgets across large environments.
• Knowledge of ITIL and ITSM practices.

Responsibilities

• Serve as primary liaison between mPower and Government stakeholders.
• Lead contract operations and ensure performance standards.
• Oversee resources, schedules, budgets, and priorities.
• Develop PM plans, SOPs, and performance reports.
• Monitor KPIs, SLAs, and customer satisfaction.
• Supervise contractor personnel and ensure accountability.
• Support recruitment and staff development.

Skills

IT operations leadership

Contract management

IT service management

Incident management

SLA management

Staff management

Government contracting

PMP certification

Education

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

Tools

ServiceNow

Job description

mPower, Inc. is seeking an experienced Help Desk Engineering Manager to lead IT support delivery, desktop and systems support, asset management, and information security services.

You will serve as the primary liaison with Government stakeholders to ensure contract performance and customer satisfaction. The role requires a proactive, hands-on leader with deep IT operations, federal contract management, and ITSM expertise.