SERVICE DESK LEAD

Description

About us

Smalley Steel Ring Company stands at the forefront of the industrial retaining ring and wave/compression spring manufacturing industry. Our success is propelled by our inventive spirit, devoted team members, extensive engineering proficiency, and technical ability, cultivated by over 100 years of manufacturing expertise in aerospace, automotive, and many other industries. We are proud of our commitment to delivering innovative, high-quality products, relentless pursuit of improvement, and unwavering dedication to providing excellent service to our valued customers around the world.

Why Smalley?

At Smalley, we take pride in cultivating an inclusive work environment that values creativity, collaboration, and diversity. We believe in our associates' unique perspectives that they bring to every challenge, which is why we will empower you to push the boundaries of what is possible. We are committed to nurturing an enjoyable work atmosphere at our facility demonstrated through activities such as Spirit Days, Cancer Awareness events, Health and Wellness activities, and fun sports opportunities such as basketball and ping pong tournaments!

We Offer

• Competitive compensation and benefits packages as well as: Medical, Dental, Vision, 401k match, Life Insurance, Tuition Reimbursement, PTO, and more!
• Opportunities for career advancement and professional growth
• Ongoing learning and training and development opportunities
• Company and department led team-building activities and events

Why engineers love this team 

• Empathy first leadership—mindful 1 on 1s and blameless postmortems. 
• Time is sacred—15-minute meetings, automate or eliminate mantra. 
• Relentless follow through—every incident has a root cause and a celebratory closeout. 

What you’ll drive 

• Run the front door. Intake, triage, resolve incidents & requests in our Ticketing System; keep SLAs green. 
• Coach & mentor. Daily standups, real-time feedback, playbooks that push first contact resolution > 85 %. 
• Service excellence. Evolve the catalog, knowledge base, CSAT surveys; showcase wins. 
• Problem management. Spot patterns, kick off RCAs, partner with Infra/Dev to kill root causes. 
• Security touchpoints. Phishing sim debriefs, access verifications, compliance evidence logging. 
• Global rhythm. Handoffs with EU onsite staff; 24 x 7 coverage without heroics. 
• Project management. Lead continuous improvement projects end-to-end. 

You’ll thrive here if you bring: 

Service-Desk Mastery 

• Proven Service Desk Leadership — 5  years solving frontline IT issues, with at least 1 year guiding a team’s daily rhythm, escalations, and morale. 

• ITIL v4 Fluency — Incident, Request, and Problem management roll off your tongue (and straight into tidy SLA dashboards). 

• Microsoft Stack Mastery — Windows 11, M365, Teams, and SharePoint admin skills that keep users productive, patched, and friction-free. 

Human Skills 

• Empathy Driven Communication: Ticket notes read like friendly how to’s; tense users leave as fans. 

• Mentor Mentality — Coach juniors, share scripts, celebrate team wins, and raise the collective bus factor every sprint. 

• Goal Oriented Ownership — You set clear targets, measure relentlessly, and close every loop—no request vanishes into the void. 

Operational Excellence 

• Security Awareness — CompTIA Security (or equivalent threat spotting chops) ensures phishing clues and log anomalies never slip by. 

• Project Management Discipline — Roadmap improvements with charters, checkpoints, and “no surprise” retros. 

Qualifications

Requirements:

• Bachelor’s degree in Computer Science, Computer Engineering or other related degree preferred
• 5 years experience solving frontline IT issues
• 1 year minimum leading a team, handling escalations and morale support
• Microsoft stack support of Windows 11, M365, Teams, and SharePoint administration skills
• CompTIA Security (or equivalent threat-spotting experience)

Apply today and discover the opportunities that await you!

A reasonable estimate of the base salary range for this role is $83,000 - $105,000 USD. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location. This role is bonus/and or incentive eligible.

EEO/Affirmative Action Smalley is an equal opportunity employer and believes in equal opportunity for all employees and applicants. Accordingly, all employment decisions are based on the principles of equal opportunity. These decisions include recruitment, selection, promotion, transfer, discipline, compensation, benefits, training, and other personnel actions involving persons in all job titles and shall occur without regard to race, color, religion, sex, pregnancy (including childbirth and related conditions), age, national origin, disability, genetic information, veteran or military status, sexual orientation, gender identity, creed, ancestry, marital status, or any other legally protected class as recognized by applicable law.

• You may be eligible for the following competitive benefits: medical, dental vision, life, accident & disability, parental leave, tuition reimbursement, employee assistance program, paid holidays, paid time off and 401(k).
• Should you need further assistance to apply to any of our job postings or have any general questions, please contact us at 847-719-5900.

Salary : $83,000 - $105,000