Service Center Frontline Account Manager
Listed on 2026-07-25
-
IT/Tech
IT Support, Systems Administrator, HelpDesk/Support
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
Anticipated Posting End: 8/31/2026
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; elevate 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…
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