Service Center Frontline Account Manager

CACI International•Chantilly, VA

3d•$61,100 - $122,200

About The Position

The Service Center 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, delivering customer-facing support and operational monitoring to help maintain service continuity and resolve issues rapidly. The position provides 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, performs initial troubleshooting, resolves common issues, and escalates issues to appropriate technical teams. The role also supports system and network stability by monitoring enterprise IT infrastructure, restarting services and hardware as needed, coordinating with Tier 2/3 teams, and maintaining clear documentation. As part of a globally integrated service center, the role interfaces with government leadership, system operators, engineers, internal stakeholders, and international partners. The position requires strong technical aptitude, communication, multitasking, customer service, and operational awareness. It also supports new infrastructure deployments and projects as assigned, while adhering to mission requirements and security standards.

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 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, supporting 24x7 mission-critical operations.
Customer service orientation and 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 such as 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 handle pressure and high volumes of requests 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.
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/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.
Deliver frontline support for system, application, network, and infrastructure issues, including triage and resolution.
Create and manage support tickets in a web-based ITSM/CRM platform while troubleshooting and communicating with end users.
Assess, triage, and resolve common incidents; escalate complex or critical issues to Tier 2 or appropriate technical teams.
Analyze, troubleshoot, and resolve issues involving end-user systems, servers, storage, network connectivity, and security controls.
Conduct system administration tasks and maintain configuration documentation for assigned infrastructure.
Provide face-to-face walk-up 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 capturing environmental state and resolution details.
Restart system services and hardware as required; act 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.
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 and continuous service improvement.
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, ensuring alignment with mission requirements and system integrity.
Collaborate with global 24x7 support teams and maintain visibility into ongoing actions.