ITSM Program Manger

mPower•Bethesda, MD

About The Position

mPower, Inc. is seeking an experienced, results-driven IT Service Management (ITSM) Program Manager to lead and oversee comprehensive IT support services for its customer. The role provides 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. The Program Manager is the primary liaison between mPower and Government stakeholders, ensuring contract performance, service quality, customer satisfaction, and compliance with established requirements. This hands-on leadership position manages personnel, drives operational improvements, resolves complex challenges, and maintains strong customer and stakeholder relationships. It oversees contract execution and daily IT service operations, manages program resources and performance, coordinates IT projects, and leads continuous improvement across service delivery.

Requirements

Bachelor's degree in Computer Science, Information Systems, Engineering, Business, or another related discipline, or a substitute combination of verifiable experience.
At least 10 years of relevant experience, including at least 5 years in a specialized IT-related role.
Demonstrated experience developing and managing 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.
Ability to manage competing priorities, resolve operational challenges, and deliver results in a customer-focused environment.
Excellent leadership, interpersonal, organizational, problem-solving, written communication, and verbal communication skills.
Ability to work effectively with Government stakeholders, technical personnel, and organizational leadership.
Project Management Professional (PMP) certification.
Ability to obtain a Public Trust.

Nice To Haves

ITIL Version 3 Foundation certification or current equivalent.
HDI certification, such as HDI Help Desk Manager, HDI Desktop Support Manager, or HDI Support Center Manager.
One or more technical certifications: Microsoft Technology Associate (MTA), Microsoft Certified Solutions Associate (MCSA), Microsoft Certified Solutions Expert (MCSE), or 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.

Responsibilities

Serve as the primary point of contact between mPower and Government stakeholders, including the Contracting Officer, Contracting Officer's Representative, and other designated personnel.
Lead and oversee contract operations, ensuring execution of contractual requirements, deliverables, and performance standards.
Manage program resources, personnel assignments, schedules, budgets, and operational priorities.
Develop and maintain project management plans, operational procedures, performance reports, and contract documentation.
Conduct regular Government stakeholder meetings covering program performance, staffing, project progress, and operational challenges.
Identify and address performance concerns, operational risks, resource constraints, and improvement opportunities.
Support contract transitions, workforce planning, and continuity of operations.
Oversee daily IT service delivery, including Help Desk support, incident management, service requests, desktop support, and technical escalations.
Ensure adherence to Service Level Agreements, performance metrics, and customer service standards.
Monitor ITSM performance using ticketing systems, reporting dashboards, customer feedback, and operational metrics.
Oversee ITSM platforms such as 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.
Work 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.
Supervise contractor personnel supporting IT operations and technical services; set performance expectations, assign responsibilities, monitor productivity, and ensure accountability.
Identify staffing needs, support recruitment and onboarding, and ensure personnel coverage across supported locations.
Promote professional development, technical training, knowledge sharing, and continuous improvement within the team.
Foster a collaborative, customer-focused environment emphasizing responsiveness, professionalism, and high-quality service; address personnel and performance concerns promptly.
Develop, monitor, and report KPIs, including ticket volume, response and resolution times, SLA compliance, customer satisfaction, and service trends.
Prepare timely weekly and monthly status reports, management briefings, and other program deliverables.
Analyze service delivery metrics to identify trends, recurring challenges, and opportunities to improve efficiency and customer experience.
Develop, maintain, and improve 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.