Senior IT Service Delivery & Government Contracts Lead

MPower, Inc.; Bethesda (MD); Presencial; USD 125.000 - 145.000; Jornada completa

Descripción de la vacante

mPower, Inc. is seeking an experienced Senior Help Desk Manager to lead IT support services for its government contracts.

The role oversees IT service management, Help Desk operations, desktop support, asset management, and information security support, acting as the primary liaison with Government stakeholders. The ideal candidate has a strong background in IT operations, federal contract management, and ITSM.

Formación

• Bachelor's degree or equivalent experience in CS/IS/Engineering/Business or related field.
• 10+ years of relevant IT experience, including at least 5 years in a specialized IT-related role.
• Experience managing complex IT programs or projects from inception through deployment.
• Experience managing personnel, budgets, and multiple contracts of varying size and complexity.
• Experience with ITSM platforms (ServiceNow or similar).
• PMP certification or ability to obtain within 90 days.

Responsabilidades

• Serve as primary liaison between mPower and Government stakeholders (CO/COR) and designated personnel.
• Provide leadership and oversight of contract operations and performance.
• Manage resources, personnel, schedules, budgets, and priorities for efficient service delivery.
• Develop project management plans, SOPs, and performance reports; review with stakeholders.
• Lead IT service delivery, incident management, service requests, and escalation processes.
• Coordinate IT projects, hardware refreshes, upgrades, and service improvements.
• Oversee IT asset management, inventory, lifecycle, and compliance reporting.

Conocimientos

IT service management

Leadership

Contract management

PMP certification

Government stakeholder liaison

Communication

Educación

Bachelor's degree or equivalent experience

Herramientas

ServiceNow

Descripción del empleo

mPower, Inc. is seeking an experienced Senior Help Desk Manager to lead IT support services for its government contracts.

The role oversees IT service management, Help Desk operations, desktop support, asset management, and information security support, acting as the primary liaison with Government stakeholders. The ideal candidate has a strong background in IT operations, federal contract management, and ITSM.