We are Silicon Labs. We are a leader in secure, intelligent wireless technology for a more connected world. Our integrated hardware and software platform, intuitive development tools, unmatched ecosystem and robust support make us the ideal long-term partner in building advanced industrial, commercial, home and life applications. We make it easy for developers to solve complex wireless challenges throughout the product lifecycle and get to market quickly with innovative solutions that transform industries, grow economies and improve lives.How the IT Team worksThe Silicon Labs IT team is a tight group of global IT professionals, many of them generalists, with a broad understanding of transformational technology initiatives and a passion for innovation and providing business value through technology. We care about the business we support and take pride in the technology services we deliver, and go the extra mile to “Do the Right Thing” for Silicon Labs.Why this position mattersOur IT Service Desk Team is the first line of defense for all IT matters. You’ll collaborate with your peers and leadership leveraging a range of technology solutions, but you’ll also be responsible for strategic problem solving and operational excellence for all IT issues and support questions for your local end users. The Service Delivery Lead provides end user support to customers across multiple sites by managing a service delivery team performing the highest level of multiple technology support activities.The Role & ResponsibilityThe position is also responsible for all aspects of staff management for their team. He/She will manage team of IT Support Engineers and provide cross functional technical expertise to support the daily activities of the Information Technology department. Also, he/she will establish and refine the processes, tools, techniques and methods used by technical staff to provide exceptional support to our internal employees. This professional has accountability for all aspects of end-user support interaction with leadership, supporting relationship management and ensuring that metrics and performance standards are achieved and maintained. This professional anticipates technology support issues and creates and provides solutions with appropriate consultation. Driving change, consolidation and service improvement is a key aspect of this role whilst keeping their team motivated in a highly changing, dynamic, diverse and cross-cultural environment Deliver a cost-efficient, stable on-site support operations for the supported customers.Other Key ResponsibilitiesBuild relationships with stakeholders to facilitate proactive decision making and seamless customer experiences.Analyze regional performance of Help Desk and document resolutions, identify problem areas and develop practices to prevent problem recurrence.Manage procedures related to identification, prioritization, and resolution of incidents and requests - including the monitoring, tracking and coordination of Help Desk functions.Analyze information from the team and provides recommendations for resolution through data driven decision makingAnalyze trends and develop action plans for improving service timeliness and reducing costs.Enforce policies and procedures to ensure consistent service levels and quick resolutions.Establish and manage procedures to ensure effective collaboration among teams in the IT department.Installing, configuring, and troubleshooting desktop PCs, laptops, servers, and networks in a heterogeneous technology environmentCommunicating highly technical information to both technical and non-technical personnel.Basic administration of a wide variety IT systems and tools.Recommending hardware and software solutions to the greater IT team and participating in pilots and proof-of-concepts for the development of IT projects.Triaging and diagnosing trouble tickets and requestsWorking on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors; exercising good judgement in selecting methods or techniques for problem resolution.Keeping the users’ overall IT experience top of mind during all aspects of troubleshooting and problem resolution.Collaborating over multiple time zones to support our global business partners & Colleagues across various cultures and countries and time zones.Understanding the ‘big picture’ of Silicon Labs’ deliverables to effectively prioritize work and follow through with all constituents, from individual contributor to senior leadership.SkillsDemonstrated ability to lead cross functional teams, vendor Staff. Lead & develop IT Support engineers/ IT Help desk teamsSolutions-oriented experience with operational applicationsExperience in an environment with 200+ end users locally and 2000+ global end users.Hands-on strong technical experience with: maintenance, repair, upgrades, and configuration of hardware, software and operating systems in a global environment.Experienced with desktop standards, desktop management, software deployment techniques and tools, systems administration, and data integrity and recovery.Demonstrated experience with the installation, configuration and use of a wide range of desktop and network software12 + years of work experience in enterprise infrastructure & Service delivery domains.5 + years experiences in a leadership or management positions with technical service desk environment required.Understanding of the day to day Operations and experience in delivering improvement initiatives and providing Key KPI’s.Deep knowledge of administration and service processes.Very good skills in using MS Office products.Educational QualificationsBachelor's Degree preferred (preferably in Computer Science, or Information Technology / Engineering, or Business administration with strong technical background)Preferred Technical SkillsTechnical Knowledge in operating systems, networks (WAN; LAN).ITIL Foundation Certificate recommended.Expert in ITSM & End user Asset Management tools such as Service NowProficient on multiple OS platforms like - Windows, Mac, LinuxWorking knowledge of the following IT platforms and concepts:Active DirectoryO365/ExchangeLinux/UnixMicrosoft OfficeServiceNow or related support platformsConfluence/JIRA , Atlassian Suite of ProductsSCCMRDPZoom and A/V components such as TV’s, projectors, conferencing systemsWindows 7, Windows 10, Mac OSOkta/MFABudapest Perks & BenefitsYou would be working from our office in Budapest, in Graphisoft Park, next to the riverbank of the Danube. We also offer:annual Budapest travel card or parking in the office garagegreat cafeteria systemopportunity to join Employment Stock Purchase Planprivate health care accesslife and accident insurance for every employeecontribution to a voluntary private pension fundpossibility to meet with the executive team regularlysupportive and multicultural office with enthusiastic, hard-working colleagueswe prioritize the time for social activities, competitions, after-work dinners and so much more!We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
