Service Center Frontline Account Manager

About this role

Job Title: Service Center Frontline Account Manager

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: TS/SCI with Polygraph

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

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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.

As a key member of the Integrated Service Center, the Frontline Account Manager will:

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. • Current DoD 8570 IAT Level II Certification (e.g., Security+) required. • Proven ability to work shift-based schedules, including nights, weekends, holidays, and 12-hour shifts, to support 24x7 mission-critical operations. • Associate’s Degree in a related technical field or 1 - 3 years of equivalent hands-on experience supporting enterprise IT operations in lieu of formal education. • 3 years of experience in Help Desk support, IT service desk, or systems administration roles. • 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 dyn

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