24/7 Frontline IT Account Manager (Service Desk)

CACI International Inc; Chantilly (VA); On-site; USD 61,000 - 122,000; Full time

Job summary

CACI International Inc. in Chantilly, VA is seeking a Service Center Frontline Account Manager to provide first-line technical support in a 24x7 government environment.

You will handle incidents, service requests, and walk-up inquiries, performing initial triage and coordinating with Tier 2/3 teams to resolve issues. This role requires TS/SCI with Polygraph eligibility, strong customer service, and multitasking skills.

Qualifications

• Associate degree or 3–5 years of enterprise IT ops experience.
• Experience in Help Desk or IT service desk roles.
• Ability to work 12-hour shifts, nights, weekends.
• Experience with Microsoft AD and ticketing systems.

Responsibilities

• Provide first-level technical support 24x7 via phone, email, and walk-up channels.
• Perform incident triage and initial troubleshooting.
• Log and manage tickets in ServiceNow.
• Coordinate escalation to Tier 2/3 teams.
• Document resolutions and update knowledge bases.

Skills

Customer service

Incident management

Communication

Multitasking

IT operations

Education

Associate degree or 3-5 years experience

Tools

ServiceNow

Active Directory

DNS/DHCP

ITSM/CRM

Job description

CACI International Inc. in Chantilly, VA is seeking a Service Center Frontline Account Manager to provide first-line technical support in a 24x7 government environment.

You will handle incidents, service requests, and walk-up inquiries, performing initial triage and coordinating with Tier 2/3 teams to resolve issues. This role requires TS/SCI with Polygraph eligibility, strong customer service, and multitasking skills.