Mission-Critical Frontline IT Account Manager

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

Benefits offered by this job

Flexible time off

Learning resources

Job summary

CACI is seeking a Frontline Account Manager to serve as the first point of contact for a large government organization in a 24x7 environment. The role blends service desk duties with operational IT monitoring to ensure rapid issue resolution and service continuity.

You will handle Tier 1 incidents across Windows and Linux, log tickets in a web-based platform, and coordinate with Tier 2/3 teams while maintaining clear user communication and strong customer focus.

Qualifications

• Active TS/SCI with Polygraph is mandatory.
• Associates Degree in a related technical field or 3–5 years of equivalent hands-on experience.
• Minimum 3 years of experience in Help Desk support, IT service desk, or systems administration roles.

Responsibilities

• Provide Tier 1 support via phone, email, and walk-up channels in a 24x7 environment.
• Triage incidents, create tickets in a web-based CRM, and perform initial troubleshooting.
• Escalate complex issues to Tier 2/3 teams as needed and track resolutions.
• Monitor IT infrastructure and coordinate with engineering and operations teams.
• Document solutions and contribute to knowledge bases to enable self-help resources.

Skills

Customer service

IT support

Multitasking

Communication

Ticketing systems

Education

Associate's Degree in a related technical field

Tools

ServiceNow

VMware

HP OpenView

CA Concord

Job description

CACI is seeking a Frontline Account Manager to serve as the first point of contact for a large government organization in a 24x7 environment. The role blends service desk duties with operational IT monitoring to ensure rapid issue resolution and service continuity.

You will handle Tier 1 incidents across Windows and Linux, log tickets in a web-based platform, and coordinate with Tier 2/3 teams while maintaining clear user communication and strong customer focus.