24x7 Frontline IT Account Manager

CACI International Inc; Denver (CO); On-site; USD 58,000 - 117,000; Full time

Job summary

CACI International Inc in Denver, CO seeks a Service Center Frontline Account Manager to serve as a single point of contact for a large government organization. You will provide Tier 1 support, triage incidents, log tickets, and coordinate with Tier 2/3 teams in a 24x7 environment.

The role requires TS/SCI with Polygraph, DoD 8570 IAT II, and 3+ years of IT operations support. Expect shift work, strong communication, and proactive service delivery.

Qualifications

• Active TS/SCI with Polygraph is mandatory.
• Current DoD 8570 IAT Level II Certification (e.g., Security+) required.
• Associates Degree in a related technical field or 3–5 years of equivalent hands-on experience.
• Minimum 3 years of Help Desk/IT Service Desk experience.
• Ability to work shift-based schedules to support 24x7 operations.
• Strong customer service orientation with end-user support across channels.
• Experience with Active Directory administration and basic networking concepts.
• Familiarity with RSA token administration and authentication systems.
• Effective written and verbal communication; ability to document resolutions.
• Proficient with web-based CRM/ticketing tools (e.g., ServiceNow).

Responsibilities

• Provide first-level technical support in a 24x7 service center via phone, email, and walk-up channels.
• Deliver frontline support for system, application, network, and infrastructure issues with fast triage.
• Create and manage tickets in a web-based ITSM/CRM platform; troubleshoot and escalate as needed.
• Perform initial assessment, triage, and resolution for common incidents; escalate complex issues.
• Interface with Tier 2/3 teams to address complex problems and ensure timely resolution.
• Monitor system performance, restart services, and maintain documentation for infrastructure.
• Provide face-to-face support where applicable and maintain high customer service standards.

Skills

TS/SCI clearance

Help desk experience

Strong communication

Customer service

Multitasking

Networking basics

Active Directory

Education

Associate Degree or 3–5 years hands-on IT ops

Tools

ServiceNow

RSA token administration

Windows/Linux admin

Job description

CACI International Inc in Denver, CO seeks a Service Center Frontline Account Manager to serve as a single point of contact for a large government organization. You will provide Tier 1 support, triage incidents, log tickets, and coordinate with Tier 2/3 teams in a 24x7 environment.

The role requires TS/SCI with Polygraph, DoD 8570 IAT II, and 3+ years of IT operations support. Expect shift work, strong communication, and proactive service delivery.