Mission IT Frontline Account Manager

Fortescue-2; Denver (CO); On-site; USD 58,000 - 117,000; Full time

Job summary

CACI International Inc. seeks a Service Center Frontline Account Manager to be the first contact for a large government organization operating in a 24x7 environment.

The role combines Service Desk duties and Mission IT Operator responsibilities to deliver rapid issue resolution and ongoing availability. You will provide Tier-1 support via phone, email, and walk-in channels, perform triage, create and manage tickets in ITSM/CRM (ServiceNow), and escalate to Tier 2/3 as needed.

Qualifications

• Active TS/SCI with Polygraph clearance required.
• Current DoD 8570 IAT Level II Certification (Security+ or equivalent).
• Associates Degree in a related technical field or 3–5 years of equivalent hands-on enterprise IT experience.

Responsibilities

• Provide Tier 1 support via phone, email, and walk-up channels in a 24x7 environment.
• Perform incident triage, log tickets in ITSM/CRM, and escalate to Tier 2/3 as needed.
• Maintain system and network stability, monitor enterprise IT infrastructure, and restart services as required.
• Coordinate with government personnel, engineers, and multi-location teams; document resolutions.
• Ensure SLAs are met and contribute to knowledge bases and after-action reviews.

Skills

TS/SCI with Polygraph

Customer service

multitasking

Communication

ServiceNow

Active Directory

DNS/DHCP/TCP-IP

RSA tokens

Troubleshooting

Education

Associates Degree in a related technical field

Tools

ServiceNow

Active Directory

Job description

CACI International Inc. seeks a Service Center Frontline Account Manager to be the first contact for a large government organization operating in a 24x7 environment.

The role combines Service Desk duties and Mission IT Operator responsibilities to deliver rapid issue resolution and ongoing availability. You will provide Tier-1 support via phone, email, and walk-in channels, perform triage, create and manage tickets in ITSM/CRM (ServiceNow), and escalate to Tier 2/3 as needed.