Service Center Frontline Account Manager

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

We are seeking a highly motivated and skilled Frontline Account Manager to serve as the first point of contact for a large, mission-intensive government organization operating in a 24x7 environment. This role combines the responsibilities of a Service Desk Technician and Mission IT Operator, delivering 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.

• 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; escalation of 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.

• Active TS/SCI with Polygraph.
• Current DoD 8570 IAT Level II Certification (e.g., Security+) required.
• Proven ability to work…