Remote Service Desk Lead - Tech Support & Solutions

PNC Financial Services Group, Inc.; Strongsville (OH); Remote; USD 41,000 - 83,000; Full time

Benefits offered by this job

Medical/dental/vision coverage

401(k) with PNC match

Paid time off and holidays

Job summary

PNC Financial Services Group, Inc. is seeking a Technology Solution Center Analyst Lead for a fully remote role based in Strongsville, OH or Pittsburgh, PA.

You will serve as a primary contact for high-quality technical support across the enterprise, handling multi-channel inquiries and guiding junior analysts. In this role, you will diagnose hardware, software, and network issues, manage incidents in ServiceNow, and drive continuous improvements while maintaining strong customer service

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, ensuring timely and accurate resolution while minimizing business impact.
• Multi-Channel Support Delivery: Provide support through phone and ticketing platforms, while maintaining quality and responsiveness.
• Incident & Ticket Management: Create, document, track, and resolve incidents using tools such as ServiceNow or similar ITSM platforms.
• Technical Troubleshooting: Diagnose and resolve hardware, software, network, and access-related issues across a variety of systems and applications.
• Customer Experience Excellence: Deliver a high level of customer service by clearly communicating technical solutions to non-technical users and maintaining professionalism in all interactions.
• Team Leadership & Support: Provide guidance, coaching, and support to junior analysts, as needed.
• Process Improvement: Identify trends in incidents and recommend process improvements, knowledge base enhancements, and automation opportunities to increase efficiency.
• Compliance & Security: Adhere to organizational policies, security standards, and confidentiality requirements, especially while working in a remote environment.

Skills

Service Desk

Phone support

IT fundamentals

Customer service

Troubleshooting

Education

Associates

Tools

ServiceNow

Job description

PNC Financial Services Group, Inc. is seeking a Technology Solution Center Analyst Lead for a fully remote role based in Strongsville, OH or Pittsburgh, PA.

You will serve as a primary contact for high-quality technical support across the enterprise, handling multi-channel inquiries and guiding junior analysts. In this role, you will diagnose hardware, software, and network issues, manage incidents in ServiceNow, and drive continuous improvements while maintaining strong customer service