Senior Help Desk Manager

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 Service Now 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…