Service Center Frontline Account Manager Jobs

Service Center Frontline Account Manager

We are seeking a highly motivated and technically 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 dynamic role blends customer-facing service desk responsibilities with hands-on IT operational support, ensuring continuity of service and rapid resolution of issues across enterprise systems. As a key member of our Integrated Service Center, you'll provide Tier 1 support for systems, applications, and infrastructure running on both Windows and Linux platforms. You will triage and resolve incidents, monitor critical systems, restore services, and coordinate escalations-all while delivering exceptional customer service to end users, government leadership, and technical teams. This is an excellent opportunity for professionals passionate about frontline IT operations, enterprise reliability, and mission success.

Key Responsibilities:

• Provide Tier 1 technical support in a 24x7 service center, responding to incidents and service requests via phone, email, and walk-up channels.
• Deliver frontline troubleshooting for systems, applications, network issues, and infrastructure components.
• Create, manage, and update tickets in a web-based ITSM/CRM platform while maintaining clear communication with end users.
• Perform initial triage and resolution for common incidents; escalate complex cases to Tier 2/3 teams as needed.
• Analyze, troubleshoot, and resolve issues related to end-user systems, servers, network connectivity, storage, and security controls.
• Conduct system administration activities and maintain configuration and operational documentation.
• Provide professional, courteous in-person assistance through walk-up support services.
• Monitor enterprise system and network performance, respond to alerts, and initiate corrective actions.
• Maintain situational awareness during live incidents and support after-action reviews by documenting timelines and resolution steps.
• Restart system services, applications, and hardware as required to restore operations.
• Serve as a single point of contact for service restoration and coordinated escalation.
• Collaborate daily with internal teams, government customers, and international partners in a high-visibility operational environment.
• Ensure all incidents and requests are resolved within established SLAs while keeping users informed throughout the process.
• Document troubleshooting steps, update knowledge bases, and contribute to continuous service improvement.
• Identify recurring issues or trends and recommend proactive mitigation strategies.
• Maintain privileged access to multiple systems in accordance with security and compliance standards.

What You Can Expect:

A culture of integrity. At CACI, we place character and innovation at the center of everything we do. As a valued team member, you'll be part of a high-performing group dedicated to our customer's missions and driven by a higher purpose - to ensure the safety of our nation.

An environment of trust. CACI values the unique contributions that every employee brings to our company and our customers - every day. You'll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth. Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground - in your career and in our legacy.

Pay Range: There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. The proposed salary range for this position is: $58,400 - 116,900 USD.

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.