SERVICE DESK LEAD

About us

Smalley is the global manufacturing leader of precision metal formed products – known for  our Spirolox® retaining rings and Crest-to- Crest® wave springs. Our success is propelled by our inventive spirit, devoted team members, extensive engineering proficiency, and technical ability, cultivated by over 100 years of manufacturing excellence. We supply to industries including aerospace, automotive, medical, energy, robotics and industrial machinery – supporting over 70% of the Fortune 500 global manufacturers. 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.

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 demonstrated through activities such as Spirit Days, Cancer Awareness events, Health and Wellness activities, and fun sports opportunities to play in basketball, bags, and ping pong tournaments!

We Offer

• Competitive compensation and benefits package 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 — Co