Kforce has a client in Sierra Vista, AZ that is seeking a Cyber Help Desk Shift Lead. Responsibilities: * Lead shifts ranging from 1 to 12 analysts (to include coordinating breaks, lunches, etc.) * Monitor group mailboxes and prioritize emails by order of importance * Recognize and communicate issues/trends observed from emails and ticket creations * Monitor team ITSM queues for activity * Ensure accuracy of shift's high and critical priority tickets * Provide guidance and direction to help desk specialists on the team's processes and procedures * Maintain the shift log and ensure accurate, thorough and clear communication from shift to shift * Assist with training (as requested) * Provide reporting (as needed) * Perform quality assurance follow-up with customers/end users * Create, modify and escalate Incidents/tickets, translating user requests into logical format for use by analysts in troubleshooting * Resolve incidents/tickets in accordance with documented procedures * Maintain a professional demeanor with our military, civilian and contractor customers