Service Center Frontline Account Manager
About The Position
The Frontline Account Manager serves as the first point of contact for a large, mission-critical government organization operating in a 24x7 environment. The position combines Service Desk Technician and Mission IT Operator duties, providing customer-facing Tier 1 support and operational monitoring to maintain service continuity and resolve issues quickly. The role provides support through phone, email, and walk-up channels for incidents, service requests, and technical issues across systems, applications, and platforms, including Windows and Linux. The manager triages incidents, creates and manages tickets in a web-based ITSM/CRM platform, troubleshoots common problems, and escalates complex or critical issues to Tier 2 or other technical teams. The position also monitors enterprise infrastructure and alerts, performs system administration tasks, restarts services and hardware when needed, and coordinates service restoration. The Frontline Account Manager works with government leadership, system operators, engineers, internal stakeholders, international partners, and global 24x7 support teams. The role requires clear documentation, timely user communication, compliance with service-level agreements and security standards, and contributions to knowledge resources and continuous service improvement. Shift-based schedules may include nights, weekends, holidays, and 12-hour shifts.
Requirements
- Active TS/SCI with Polygraph clearance.
- Current DoD 8570 IAT Level II certification, such as Security+.
- Associate’s degree in a related technical field, or 3–5 years of equivalent hands-on experience supporting enterprise IT operations in lieu of formal education.
- At least 3 years of experience in Help Desk support, IT service desk, or systems administration roles.
- Ability to work shift-based schedules, including nights, weekends, holidays, and 12-hour shifts.
- Customer service experience supporting end users through phone, email, and walk-up channels.
- Experience with Microsoft Active Directory administration, including user accounts, group policies, and access permissions.
- Understanding of basic networking concepts, including DNS, DHCP, and TCP/IP.
- Proficiency in file, folder, and share security within Microsoft environments.
- Familiarity with RSA token administration or similar authentication systems.
- Strong written and verbal communication skills, including documenting issue resolutions and communicating technical details to users and leadership.
- Ability to work under pressure and manage high volumes of requests while maintaining quality and professionalism.
- Skill in multitasking and using web-based CRM or ticketing tools, such as ServiceNow, to log, track, and resolve incidents and service requests.
- Motivated, proactive, and adaptable to dynamic mission and technology environments.
- Ability to communicate and coordinate effectively across multi-location, highly visible government environments.
Nice To Haves
- Experience administering or supporting UNIX, Linux, and Windows server or client environments.
- Knowledge of or hands-on experience with virtualization platforms, especially VMware.
- Familiarity with enterprise monitoring tools such as HP OpenView or CA Concord.
- HDI Customer Help Desk Analyst certification or equivalent.
- Microsoft Office Specialist certification or demonstrable proficiency with the Office suite.
- Experience supporting or interacting with Enterprise Management Systems.
Responsibilities
- Provide first-level technical support in a 24x7 service center through phone, email, and walk-up channels.
- Triage, troubleshoot, and resolve system, application, network, infrastructure, and end-user issues; escalate complex or critical issues to Tier 2 or appropriate technical teams.
- Create and manage incident and service-request tickets in a web-based ITSM/CRM platform and communicate with end users.
- Analyze issues involving end-user systems, servers, storage, network connectivity, and security controls.
- Perform system administration tasks and maintain configuration documentation for assigned infrastructure.
- Provide responsive, courteous face-to-face support where applicable.
- Monitor system performance and alerts, correlate potential issues, and initiate corrective actions.
- Maintain situational awareness during live incidents and contribute to after-action reviews by documenting the environment state and resolution details.
- Restart system services and hardware as required and coordinate troubleshooting, service restoration, and escalation.
- Interface with internal stakeholders, government personnel, and international partners.
- Resolve tickets and incidents in line with SLAs and provide timely, transparent communication to users.
- Document solutions, update knowledge bases, and contribute to user self-help resources.
- Alert management to recurring issues and trends and recommend proactive mitigation strategies.
- Maintain privileged access across multiple systems in accordance with compliance and security standards.
- Support infrastructure deployments and projects as assigned, ensuring alignment with mission requirements and system integrity.
- Collaborate with global 24x7 support teams and maintain visibility into ongoing actions.
Benefits
- Flexible time off benefit.
- Learning resources and learning and development opportunities.
- Competitive compensation and benefits.
- Healthcare and wellness benefits.
- Financial and retirement benefits.
- Family support benefits.
- Continuing education benefits.
- Time off benefits.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
