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 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. As a key member of the Integrated Service Center, the Frontline Account Manager will: • 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 s…