Senior Operations Support SME

Darkblade Systems, a CIS Secure company, is a trusted provider of specialized capabilities to priority programs within the defense and intelligence communities, delivering scientific, engineering, technical, operational support and training services. Darkblade strives to be a business that puts people first: clients, colleagues, employees, and teammates. Our cleared personnel are experts in the operationalization and deployment of new and emerging technologies.

We're seeking a Senior Operations Support SME to support a mission-critical customer environment in Annapolis Junction, Maryland.

• →Troubleshoot system issues and perform first-level corrective maintenance.
• →Address complex user questions and provide clear guidance and technical support.
• →Support other help desk technicians when advanced assistance is needed.
• →Deliver concise operational updates to customer teams and stakeholders.
• →Follow and maintain Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs).
• →Maintain and update ticket tracking systems and operational documentation.
• →Monitor system and network status and assist with issue resolution and escalation.
• →Support day-to-day operational activities within a fast-paced mission environment.
• →Document issues, resolutions, and operational activities to ensure continuity and accountability.

• This position operates 100% onsite unless otherwise discussed and approved by the Program Manager and customer; work is conducted on a standard eight (8) hour schedule Monday - Friday.

• This position requires no travel.

• Experience supporting users in a help desk, service desk, operations center, or technical support environment.
• Strong troubleshooting and problem-solving abilities.
• Experience working with ticket management systems.
• Ability to communicate technical issues and operational status to both technical and non-technical audiences.
• Experience following and maintaining SOPs and SLAs.
• Strong written and verbal communication skills.
• Ability to work independently and collaboratively within a team environment.

• Experience supporting Intelligence Community or Department of Defense environments.
• Experience monitoring system and network health.
• Prior experience serving as a senior technician, lead analyst, or subject matter expert in an operational support environment.
• Familiarity with enterprise IT operations and customer-facing support activities.

• Active Top Secret / SCI and Full Scope/Lifestyle Polygraph is required upon application for initial consideration.   *** This position is not open for any clearance upgrades, reactivation, or sponsorship.***

• BA/BS degree and applicable experience, or equivalent combination of education and experience supporting customer operations, help desk, or technical support environments.

• Relevant technical certifications are desirable but not required.