Service Center Frontline Account Manager

Service Center Frontline Account Manager

We are seeking a highly motivated and skilled Frontline Account Manager to serve as the first point of contact for a large, mission-critical government organization operating in a 24x7 environment. This role combines the responsibilities of a Service Desk Technician and Mission IT Operator, delivering both customer-facing support and direct operational monitoring to ensure continuity of service and rapid issue resolution. As a Frontline Account Manager, you will provide Tier 1 support via phone, email, and walk-up channels, handling inbound incidents, service requests, and technical issues across a range of systems, applications, and platforms (including Windows and Linux). You will be responsible for incident triage, ticket creation in a web-based CRM, initial troubleshooting, and escalation where appropriate-ensuring issues are resolved promptly or directed to the correct technical teams. This role requires a high level of technical aptitude, communication skills, and multitasking ability, along with a strong commitment to customer satisfaction and operational excellence. You will support system and network stability, monitor enterprise IT infrastructure, restart services and hardware when needed, and coordinate with Tier 2/3 teams to address complex problems. As part of a globally integrated service center, you'll be expected to interface with government leadership, system operators, and engineers, while maintaining clear documentation and contributing to continuous service improvement. This is a dynamic, fast-paced role ideal for professionals with a passion for IT operations, frontline support, and delivering mission-focused results.

Key Responsibilities

• Provide first-level technical support in a 24x7 world-class service center, responding to inbound incidents and service requests via phone, email, and walk-up channels.
• Deliver frontline support for system, application, network, and infrastructure issues, ensuring fast, accurate triage and resolution.
• Create and manage support tickets in a web-based ITSM/CRM platform while actively troubleshooting and communicating with end users.
• Perform initial assessment, triage, and resolution for 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, ensuring responsive, courteous customer service.
• Monitor system performance and alerts, identifying and correlating potential issues, and initiating corrective actions as needed.
• Maintain high situational awareness during live incidents and contribute to after-action reviews by capturing the state of the environment and resolution details.
• Restart system services and hardware as required; act as a single point of contact for troubleshooting, service restoration, and escalation.
• Interface daily with internal stakeholders, government personnel, and international partners, often under high visibility and operational urgency.
• Ensure resolution of all tickets and incidents in line with Service Level Agreements (SLAs) while providing timely and transparent communication to users.
• Document solutions, update knowledge bases, and contribute to user self-help resources to enable continuous service improvement.
• Alert management to recurring issues or trends, recommending proactive mitigation strategies.
• Maintain privileged access across multiple systems, adhering to strict compliance and security standards.
• Support new infrastructure deployments and projects as assigned, ensuring alignment with mission requirements and system integrity.
• Work collaboratively with global 24x7 support teams, maintaining high operational standards and visibility into ongoing actions.

Required Qualifications

• Active TS/SCI with Polygraph is mandatory.
• Current DoD 8570 IAT Level II Certification (e.g., Security+) 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.
• Minimum 3 years of experience in Help Desk support, IT service desk, or systems administration roles.
• Proven ability to work shift-based schedules, including nights, weekends, holidays, and 12-hour shifts, to support 24x7 mission-critical operations.
• Demonstrated customer service orientation, with experience supporting end users across phone, email, and walk-up service channels.
• Experience with Microsoft Active Directory administration (user accounts, group policies, access permissions).
• Understanding of basic networking concepts such as DNS, DHCP, TCP/IP.
• Proficient in file/folder/share security within Microsoft environments.
• Familiarity with RSA token administration or similar authentication systems.
• Strong written and verbal communication skills, including the ability to effectively document issue resolutions and communicate technical details to both users and leadership.
• Cool under pressure, with the ability to manage high volumes of requests while maintaining quality and professionalism.
• Skilled in multitasking and using web-based CRM/ticketing tools (e.g., 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.

Desired Qualifications

• 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 Office suite.
• Experience supporting or interacting with Enterprise Management Systems.

The proposed salary range for this position is: $61,100 - $122,200