Service Center Frontline Account Manager

We are seeking a highly motivated and skilled Frontline Account Manager to serve as the first point of contact for a large, mission-critical government organization operating in a 24x7 environment. This role combines the responsibilities of a Service Desk Technician and Mission IT Operator, delivering both customer-facing support and direct operational monitoring to ensure continuity of service and rapid issue resolution.

Requirements

• Active TS/SCI with Polygraph
• Current DoD 8570 IAT Level II Certification (e.g., Security+)
• Associate’s Degree in a related technical field or 3–5 years of equivalent hands-on experience supporting enterprise IT operations in lieu of formal education
• Minimum 3 years of experience in Help Desk support, IT service desk, or systems administration roles
• Proven ability to work shift-based schedules, including nights, weekends, holidays, and 12-hour shifts, to support 24x7 mission-critical operations
• Demonstrated customer service orientation, with experience supporting end users across phone, email, and walk-up service channels
• Experience with Microsoft Active Directory administration (user accounts, group policies, access permissions)
• Understanding of basic networking concepts such as DNS, DHCP, TCP/IP
• Proficient in file/folder/share security within Microsoft environments
• Familiarity with RSA token administration or similar authentication systems
• Strong written and verbal communication skills, including the ability to effectively document issue resolutions and communicate technical details to both users and leadership
• Cool under pressure, with the ability to manage high volumes of requests while maintaining quality and professionalism
• Skilled in multitasking and using web-based CRM/ticketing tools (e.g., ServiceNow) to log, track, and resolve incidents and service requests
• Motivated, proactive, and adaptable to dynamic mission and technology environments
• Ability to communicate and coordinate effectively across multi-location, highly visible government environments

Benefits

• Healthcare
• Wellness
• Financial
• Retirement
• Family support
• Continuing education
• Time off benefits