CACI International Inc · 5 hours ago
Service Center Frontline Account Manager
Chantilly, VA
Full-time
Onsite
Mid Level
$61K/yr - $122K/yr
3+ years expCACI International Inc is seeking a highly motivated Frontline Account Manager to serve as the first point of contact for a large, mission-critical government organization in a 24x7 environment. This role involves delivering customer-facing support and operational monitoring, ensuring continuity of service and rapid issue resolution.
Information TechnologyService IndustrySoftware
No H1B
Security Clearance RequiredU.S. Citizen Only
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
Qualification
Required
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
Preferred
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
Benefits
Healthcare
Wellness
Financial
Retirement
Family support
Continuing education
Time off benefits
Company
CACI International Inc
At CACI International Inc (NYSE: CACI), our 25,000 talented and dynamic employees are ever vigilant in delivering distinctive expertise and technology to meet our customers’ greatest challenges in national security.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$1B2025-05-21Post Ipo Debt· $1B
2003-01-10IPO
Leadership Team
John Mengucci
President & CEO
Darryl W Burke
Senior Vice President / Air Force Client Executive
Recent News
Washington Technology
2026-01-25
2026-01-22
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