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. Handle 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 CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.