Service Center Frontline Account Manager

CACI International•Denver, CO

5d•$58,400 - $116,900

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, delivering customer-facing support and operational monitoring to 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. Duties include ticket creation and management in a web-based ITSM/CRM platform, initial troubleshooting and escalation, infrastructure monitoring, system administration, service and hardware restarts, and coordination with Tier 2/3 teams. The role also interfaces with government leadership, system operators, engineers, and international partners; maintains documentation; and contributes to service improvement. This position supports a 24x7 operation and requires shift-based work, including 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 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 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 with 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 volumes of requests while maintaining quality and professionalism.
Multitasking skills and experience using web-based CRM or ticketing tools, such as ServiceNow, to log, track, and resolve incidents and service requests.
Motivation, initiative, 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.
Support system, application, network, and infrastructure issues, performing accurate triage and resolution.
Create and manage 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 and troubleshoot issues involving end-user systems, servers, storage, network connectivity, and security controls.
Perform system administration tasks and maintain configuration documentation for assigned infrastructure.
Provide face-to-face walk-up support and courteous customer service.
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 documenting the 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 accordance 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 while adhering to security and compliance 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.