Service Center Frontline Account Manager

CACI • Denver, CO

1d

About The Position

We are seeking a highly motivated and technically skilled Frontline Account Manager to serve as the first point of contact for a large, mission‑critical government organization operating in a 24x7 environment. This dynamic role blends customer-facing service desk responsibilities with hands-on IT operational support, ensuring continuity of service and rapid resolution of issues across enterprise systems. As a key member of our Integrated Service Center, you’ll provide Tier 1 support for systems, applications, and infrastructure running on both Windows and Linux platforms. You will triage and resolve incidents, monitor critical systems, restore services, and coordinate escalations—all while delivering exceptional customer service to end users, government leadership, and technical teams. This is an excellent opportunity for professionals passionate about frontline IT operations, enterprise reliability, and mission success.

Responsibilities

• Provide Tier 1 technical support in a 24x7 service center, responding to incidents and service requests via phone, email, and walk-up channels.
• Deliver frontline troubleshooting for systems, applications, network issues, and infrastructure components.
• Create, manage, and update tickets in a web-based ITSM/CRM platform while maintaining clear communication with end users.
• Perform initial triage and resolution for common incidents; escalate complex cases to Tier 2/3 teams as needed.
• Analyze, troubleshoot, and resolve issues related to end-user systems, servers, network connectivity, storage, and security controls.
• Conduct system administration activities and maintain configuration and operational documentation.
• Provide professional, courteous in‑person assistance through walk-up support services.
• Monitor enterprise system and network performance, respond to alerts, and initiate corrective actions.
• Maintain situational awareness during live incidents and support after‑action reviews by documenting timelines and resolution steps.
• Restart system services, applications, and hardware as required to restore operations.
• Serve as a single point of contact for service restoration and coordinated escalation.
• Collaborate daily with internal teams, government customers, and international partners in a high‑visibility operational environment.
• Ensure all incidents and requests are resolved within established SLAs while keeping users informed throughout the process.
• Document troubleshooting steps, update knowledge bases, and contribute to continuous service improvement.
• Identify recurring issues or trends and recommend proactive mitigation strategies.
• Maintain privileged access to multiple systems in accordance with security and compliance standards.

Benefits

• Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees