Mission Director Jobs (NOW HIRING)

The Mission IT Operator is responsible for supporting a critical government mission operating around the clock, serving as the primary contact for all site issues during their assigned shifts. The role involves oversight of both mission-specific ground systems and business infrastructure platforms, requiring comprehensive knowledge of Windows and Linux environments within a global enterprise. Operators are expected to function effectively within a classified environment and follow established standing orders and standard operating procedures (SOPs). They must be able to identify and address anomalies—including those without a predefined playbook—while maintaining accuracy and composure under operational pressure. Shift Details · Shift Length: 12 hours per day · Shift Hours: Days (06:00 AM–06:00 PM) | Nights (06:00 PM–06:00 AM) Responsibilities Shift Operations & Turnover · Conduct formal shift handoff and turnover briefings with the outgoing crew, reviewing open incidents, high-interest items, and current system status using HelpNow enterprise dashboards. · Contribute site status and high-interest items to the daily internal program standup, ensuring cross-team situational awareness with ISC, Integrated Operations (IO), and other program teams. Systems & Infrastructure · Analyze, troubleshoot, and resolve issues involving IT infrastructure, including user systems, servers, storage, network connectivity, and security controls across mission and business platforms. · Perform system administration for assigned infrastructure, establish and maintain user security and configuration documentation. · Ensure technical baseline infrastructure is maintained at optimal performance to meet customer mission requirements. · Support new infrastructure projects in alignment with mission objectives and system integrity. · Restart system services as required (remote/software only). Incident Management & Customer Support · Act as the single point of contact for all incoming incidents and service requests via phone, email, chat, and walk-up channels. · Perform initial triage, troubleshooting, and resolution for common incidents across mission and business infrastructure; escalate complex or critical issues to Tier 2 or designated technical teams. · Notify the mission director if incident priority or severity requires escalation. · Ensure all support interactions are completed according to service level agreements (SLAs) and maintain a high level of customer satisfaction. User Account & Access Management · Create and disable user accounts, manage access permissions, and administer group policies in compliance with access control and security standards. · Issue, reset, and administer RSA/MFA tokens and perform password resets while adhering to security protocols. · Maintain privileged user access for high-priority systems in accordance with strict security and compliance requirements. Documentation & Reporting · Track and document all actions, incidents, and resolutions within HelpNow during the shift; use enterprise dashboards for shift changeover, program meetings, and customer requests. · Monitor and report on SLA compliance and metrics trends; flag anomalies and recurring issues to leadership. · Maintain and enhance the knowledge base with accurate, repeatable solutions. · Support after-action activities by capturing data that describes the environment at the time of system failures. Collaboration & Coordination · Coordinate with ISC, Integrated Operations (IO), and Tier 2/3 engineering teams to resolve operational issues, ensuring timely escalation and clear communication. · Interface with government leadership and mission directors as needed, maintaining high visibility into crew actions and responses. · Monitor designated program chat groups and collaboration channels to maintain cross-team situational awareness. · Work with 24x7 ground segments across multiple locations to provide enterprise-level support. Qualifications Required · Active TS/SCI with Polygraph (mandatory). · Current DoD 8570.01-M IAT Level II Certification (such as Security+). · Excellent communication skills, ensuring the effective and accurate exchange of information across a multi-location enterprise. · Ability to work non-standard weeks, weekends, and holidays; willingness to perform 12-hour shift work supporting 24x7 operations. · System administration experience with UNIX, Linux, and Windows platforms. Desired · Experience with virtualization technologies and software such as VMware.