Help Desk Supervisor

ALSTOM Gruppe; Wilmington (DE); On-site; USD 60,000 - 90,000; Full time

Job summary

Alstom, a global leader in rail transportation, seeks a Help Desk Supervisor in Wilmington to lead the design and development of robust support solutions, ensuring seamless operations across IT services. You will guide a professional team, champion customer service excellence, and drive ownership using ITIL-aligned practices to improve service delivery and system reliability.

Collaborating with cross-functional teams, you will promote knowledge sharing and continuous improvement to meet delivery

Qualifications

• Associate degree in Information Technology, Computer Science, or related field.
• Over 2 years IT support experience, with at least 2 years in a supervisory role.
• Proficiency with help desk software, ITIL frameworks, and troubleshooting methodologies.
• Strong customer service principles and technical support best practices.
• Leadership, communication, and problem-solving skills to motivate teams.

Responsibilities

• Oversee scalable help desk operations to support growing business needs.
• Collaborate with cross-functional teams to resolve technical issues efficiently.
• Ensure reliability and uptime of critical support systems.
• Champion innovative approaches to improve service delivery and user experience.
• Promote knowledge sharing and continuous improvement within the support team.

Skills

Leadership

Customer service

Problem solving

Communication

Education

Associate degree in IT/CS

Tools

Help desk software

ITIL frameworks

Job description

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Help Desk Supervisor

Date: 14 Sept 2026

Company: Alstom

At Alstom, we build what millions depend on daily - rail transportation systems that can't afford to fail. We're more than 85,000 people worldwide creating the industry's most diverse portfolio: high-speed trains, metros, trams, maintenance services and integrated systems.

More Than a Job: A Mission

We seek a passionate Help Desk Supervisor to lead the design and development of robust support solutions, working alongside dedicated teams to ensure seamless operations. As a professional and team manager, you will drive ownership and foster a culture of excellence, making a lasting impact on the reliability of our systems.

Your Role, Your Impact

• Oversee scalable help desk operations to support growing business needs
• Collaborate with cross-functional teams to resolve technical issues efficiently
• Ensure reliability and uptime of critical support systems
• Champion innovative approaches to improve service delivery and user experience
• Promote knowledge sharing and continuous improvement within the support team

You'll work with sharp, committed teams solving complex challenges that shape the future of mobility, ensuring seamless integration of business and technology.

What You Bring

• Minimum of an associate’s degree in Information Technology, Computer Science, or related field
• Over 2 years of experience in IT support, with at least 2 years in a supervisory role
• Proficiency in help desk software, ITIL frameworks, and troubleshooting methodologies
• Strong understanding of customer service principles and technical support best practices
• Leadership, communication, and problem-solving skills to motivate and guide teams

How Success Is Measured

• Meeting delivery timelines and achieving strategic support goals
• Fostering collaboration and effective team leadership
• Reducing defects, resolving issues quickly, and driving operational efficiency

Alstom, A Great Place to Grow

• Leverage advanced technology and align with Alstom’s strategic vision
• Make a global impact from the New Castle office
• Advance your career through continuous learning and development opportunities

Here, progress isn't always easy but the impact is real. Because the scale is massive, the tasks are complex when the system runs, the train moves, and the city connects that feeling stays with you. And the legacy lasts.