Okay, I've searched for Service Desk Manager roles in Tysons Corner, VA, that require full-time availability, a minimum of 5 years of IT service desk experience, a Bachelor's degree in Computer Science, and strong leadership skills. I found 27 positions matching your criteria.

Sure. Here's the analysis:

Job Analysis:

The Service Desk Manager role at LMI is pivotal in shaping the efficiency and effectiveness of IT support within the organization. This person is fundamentally hired to lead a technical support team that ensures users receive high-quality IT service, fostering a commitment to customer satisfaction and technical excellence. The job encompasses team leadership, operational oversight, and strategic management, requiring the candidate to refine processes, mentor staff, and analyze performance metrics through an ITIL-aligned framework to continuously enhance service delivery. The complexity of this role means that the candidate will face challenges such as resolving high-severity incidents, balancing team workloads, and implementing continuous improvement initiatives. Success will be marked by improved service response times, high team morale, and the seamless adoption of new technologies and processes that align with LMI’s mission to deliver insights that drive outcomes.

Company Analysis:

LMI positions itself as a leader in the federal space, leveraging over 60 years of expertise to innovate in military and government service areas. The company's mantra of 'The New Speed of Possible™' reflects a culture that prioritizes agility, adaptability, and proactive problem-solving—essential qualities for someone in the Service Desk Manager role. The emphasis on an innovation ecosystem suggests that the company is not just transactional but seeks to inspire creativity and forward-thinking, which could encourage the Service Desk team to adopt novel solutions. The organization appears to value collaboration and a strategic approach to handling challenges, as evidenced by the responsibility to refine service desk processes and manage cross-team dynamics. Given the hybrid work environment, the role’s visibility will be critical, potentially offering the Service Desk Manager opportunities to influence key decisions at higher levels.

Absolutely. Here are some mock interview questions that could come up:

• Tell me about a time when you led a team through a challenging IT issue. How did you ensure effective communication and collaboration among team members?
• Can you provide an example of how you've implemented ITIL processes in a previous role? What impact did it have on service delivery?
• Describe a situation where you had to handle a conflict within your team. What approach did you take, and what was the outcome?
• How have you approached mentoring and developing staff in your previous positions? Can you share a success story?
• What strategies would you use to prioritize incoming service requests and incidents? How would you communicate this to your team?
• How do you ensure that your service desk operations align with company-wide goals and objectives? Can you provide an example?
• Imagine you receive a high-severity incident that escalates quickly. How would you handle the situation to ensure timely resolution?
• You notice a trend in escalated tickets that points to a recurring issue. What steps would you take to analyze and resolve this?
• Why are you interested in working at LMI specifically, and how do you see your background enhancing our mission?
• How do you keep up with the rapidly evolving technology landscape, and how could that knowledge benefit our service desk operations?
• What do you believe is the most critical factor for a successful IT Service Desk? Why?
• How would you approach establishing KPIs for your service desk? What metrics do you feel are most important, and how would you track them?
• If selected for this role, what immediate contributions would you aim to make within the first three months?
• How do you envision fostering a culture of continuous improvement within your team?
• What questions do you have for us regarding the team dynamics and leadership style here at LMI?