Remote Service Desk Lead - Tech Support Expert

Fairygodboss; Pittsburgh (Allegheny County); Remote; USD 41,000 - 83,000; Full time

Job summary

PNC in Pittsburgh is seeking an experienced Technology Solution Center Analyst Lead for its remote service desk. You will act as the escalation point for complex issues, manage incidents, and guide a team of junior analysts while delivering high-quality IT support across the enterprise.

The role emphasizes multi-channel support, strong troubleshooting, and collaboration with IT teams. Candidates should have solid IT fundamentals, experience with ServiceNow or similar ITSM tools, and a commitment

Qualifications

• Proven Service Desk / IT Support experience in a professional environment.
• Strong experience handling phone-based technical support.
• Familiarity with ticketing systems (ServiceNow preferred).
• Demonstrated ability to manage high-volume support.
• Solid IT background (hardware, software, networking fundamentals).
• Excellent troubleshooting, communication, and customer service skills.

Responsibilities

• Act as an escalation point for complex technical issues.
• Provide multi-channel support via phone and ticketing platforms.
• Create, document, track, and resolve incidents using ITSM tools.
• Diagnose and resolve hardware, software, network, and access issues.
• Deliver high level of customer service to non-technical users.
• Mentor junior analysts and support team collaboration.
• Identify trends and suggest process improvements.
• Adhere to security and confidentiality in remote work.

Skills

Service Desk

IT Support

Phone Support

Ticketing Systems

High-volume Support

IT Fundamentals

Education

Associates

Tools

ServiceNow

Job description

PNC in Pittsburgh is seeking an experienced Technology Solution Center Analyst Lead for its remote service desk. You will act as the escalation point for complex issues, manage incidents, and guide a team of junior analysts while delivering high-quality IT support across the enterprise.

The role emphasizes multi-channel support, strong troubleshooting, and collaboration with IT teams. Candidates should have solid IT fundamentals, experience with ServiceNow or similar ITSM tools, and a commitment