Service Center Frontline Account Manager

CACI • Chantilly, VA

2d

About The Position

The Frontline Account Manager is the first point of contact for a large, mission-critical government organization operating in a 24x7 environment. The role combines service desk support and mission IT operations, providing customer-facing assistance and operational monitoring to help maintain service continuity and resolve issues rapidly.

The position delivers Tier 1 support through phone, email, and walk-up channels for incidents, service requests, and technical issues across systems, applications, and platforms, including Windows and Linux. Duties include incident triage, ticket creation and management in a web-based CRM or ITSM platform, initial troubleshooting, escalation, infrastructure monitoring, and coordination with Tier 2 and Tier 3 teams. The role also supports system and network stability, performs system administration tasks, restarts services and hardware when required, and maintains configuration documentation.

As part of an integrated service center, the Frontline Account Manager interfaces with government leadership, system operators, engineers, internal stakeholders, and international partners. The position requires clear documentation, strong customer service, effective communication, and the ability to multitask in a high-visibility, fast-paced operational environment. The role supports new infrastructure deployments and contributes to continuous service improvement.

The job requires an active TS/SCI clearance with Polygraph and a current DoD 8570 IAT Level II certification. An associate’s degree in a related technical field or 3–5 years of equivalent hands-on enterprise IT operations experience is required, along with at least three years of relevant help desk, IT service desk, or systems administration experience. The employee must be able to work shift-based schedules, including nights, weekends, holidays, and 12-hour shifts, in support of 24x7 operations.

The proposed salary range is $61,100–$122,200. CACI describes its culture as emphasizing integrity, trust, and continuous growth, and offers flexible time off, learning resources, competitive compensation, and benefits including healthcare, wellness, financial and retirement support, family support, continuing education, and time off.

Requirements

• Active TS/SCI clearance with Polygraph.
• 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 enterprise IT operations experience 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 administering Microsoft Active Directory, 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 resolutions and communicating technical details to users and leadership.
• Ability to handle pressure and manage high volumes of requests while maintaining quality and professionalism.
• Multitasking skills and proficiency using web-based CRM or ticketing tools, such as ServiceNow, to log, track, and resolve incidents and service requests.
• Motivation, proactivity, and adaptability in dynamic mission and technology environments.
• Ability to communicate and coordinate effectively across multi-location, high-visibility government environments.

Nice To Haves

• Experience administering or supporting UNIX, Linux, and Windows server/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 and resolve frontline system, application, network, and infrastructure issues.
• Create and manage support tickets in a web-based ITSM/CRM platform while troubleshooting and communicating with users.
• Perform initial assessment and resolution of common incidents and escalate complex or critical issues to Tier 2 or other technical teams.
• Troubleshoot issues involving end-user systems, servers, storage, network connectivity, and security controls.
• Conduct system administration tasks and maintain configuration documentation for assigned infrastructure.
• Provide responsive, courteous face-to-face support where applicable.
• Monitor system performance and alerts, identify and correlate potential issues, and initiate corrective actions.
• Maintain situational awareness during live incidents and contribute to after-action reviews by recording environment state and resolution details.
• Restart system services and hardware as required, and act as a point of contact for troubleshooting, service restoration, and escalation.
• Interface with internal stakeholders, government personnel, and international partners.
• Resolve tickets and incidents in line with Service Level Agreements and provide timely, transparent communication to users.
• Document solutions, update knowledge bases, and contribute to user self-help resources.
• Alert management to recurring issues or trends and recommend proactive mitigation strategies.
• Maintain privileged access across multiple systems while adhering to compliance and security standards.
• Support infrastructure deployments and projects as assigned, aligning work 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.
• Healthcare benefits.
• Wellness benefits.
• Financial and retirement benefits.
• Family support benefits.
• Continuing education benefits.
• Time off benefits.
• Competitive compensation and benefits options designed to support and protect employees and their families.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree