Mission IT Frontline Account Manager 24/7 Support

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

Job summary

CACI International Inc is seeking a Frontline Account Manager to be the first contact for a large government organization in a 24x7 environment, blending service desk duties with mission IT operations.

You will provide Tier 1 support via phone, email, and walk-up, perform incident triage, log tickets in a web-based CRM, and coordinate with Tier 2/3 teams to ensure timely resolutions and SLA compliance while documenting actions for knowledge bases and user self-help resources.

Qualifications

• Active TS/SCI with Polygraph
• DoD 8570 IAT Level II Certification (Security+)
• Associate’s Degree or 3–5 years of equivalent experience in IT operations

Responsibilities

• Provide Tier 1 support in a 24x7 environment via phone, email, and walk-up channels.
• Triage incidents, create and manage tickets in a web-based CRM/ITSM platform, troubleshoot, and escalate as needed.
• Coordinate with Tier 2/3 teams to resolve complex issues and maintain SLA adherence.
• Monitor system stability and document solutions for knowledge bases and self-help resources.

Skills

Active TS/SCI with Polygraph

Strong customer service

Excellent communication

Multitasking

ServiceNow experience

RSA token administration

Education

Associate’s Degree or 3–5 years of equivalent experience

Tools

ServiceNow

Active Directory

RSA SecurID

Job description

CACI International Inc is seeking a Frontline Account Manager to be the first contact for a large government organization in a 24x7 environment, blending service desk duties with mission IT operations.

You will provide Tier 1 support via phone, email, and walk-up, perform incident triage, log tickets in a web-based CRM, and coordinate with Tier 2/3 teams to ensure timely resolutions and SLA compliance while documenting actions for knowledge bases and user self-help resources.