Help Desk Supervisor

Alstom; Wilmington (DE); On-site; USD 65,000 - 90,000; Full time

Job summary

Alstom is seeking a Help Desk Supervisor to lead the design and development of robust support solutions and oversee the help desk team in ensuring reliable, high-quality service. You will collaborate with cross-functional teams to address technical issues and drive continuous improvement in service delivery from the New Castle, Delaware office.

Ideal candidates have an associate's degree in IT or related field, 2+ years in IT support with supervisory experience, and strong leadership and

Qualifications

• Associate's degree in Information Technology or related field.
• 2+ years of IT support experience, including 2+ years in a supervisory role.
• Proficiency with 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.

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

ITIL frameworks

Help desk software

Troubleshooting methodologies

Customer service

Leadership

Communication

Problem-solving

Education

Associate's degree in Information Technology or related field

Job description

Req ID:528610

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.