Service Center Frontline Account Manager

CACI•Chantilly, VA

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 Technician and Mission IT Operator responsibilities, providing customer-facing support and direct operational monitoring to 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. The Frontline Account Manager triages incidents, creates tickets in a web-based CRM or ITSM platform, performs initial troubleshooting, and resolves or escalates issues to the appropriate technical teams. The role also supports system and network stability by monitoring enterprise IT infrastructure, restarting services and hardware as needed, and coordinating with Tier 2 and Tier 3 teams. As part of an Integrated Service Center, the role interfaces with government leadership, system operators, engineers, internal stakeholders, and international partners. It requires clear documentation, strong communication and multitasking skills, customer-service focus, and the ability to maintain operational awareness during live incidents. The position supports continuous service improvement, new infrastructure deployments, and mission-focused operations in a globally integrated service center.

Requirements

Must be able to obtain TS/SCI with Polygraph.
Current DoD 8570 IAT Level II certification, such as Security+, is required.
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, supporting 24x7 operations.
Customer-service experience supporting end users by 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 in 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 work under pressure and manage high request volumes while maintaining quality and professionalism.
Skill in multitasking and using web-based CRM/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, highly visible 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 system, application, network, and infrastructure issues, escalating complex or critical incidents to Tier 2 or other technical teams.
Create and manage support tickets in a web-based ITSM/CRM platform while troubleshooting and communicating with end users.
Analyze and 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 courteous, responsive 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 recording the environment state and resolution details.
Restart system services and hardware as required, and serve as a point of contact for troubleshooting, service restoration, and escalation.
Interface with internal stakeholders, government personnel, and international partners, including during high-visibility and urgent operations.
Ensure incidents and tickets are resolved 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 or 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, aligning work with mission requirements and system integrity.
Collaborate with global 24x7 support teams and maintain visibility into ongoing actions.

Benefits

Unique flexible time off benefit.
Robust learning resources and learning and development opportunities.
Healthcare benefits.
Wellness benefits.
Financial benefits.
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.