Remote Tech Service Desk Lead: ITSM & Troubleshooting

PNC

United States

Remote

USD 41,000 - 83,000

Full time

14 days+

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Job summary

PNC is seeking a Technology Solution Center Analyst Lead to deliver high-quality IT support in a remote setting, based in Strongsville, OH or Pittsburgh, PA. You will lead multi‑channel desk operations, manage incidents, and coach junior analysts while prioritizing customer experience and security.

The role requires 4+ years of service desk experience, strong troubleshooting, and experience with ServiceNow.

Qualifications

Experience in service desk or IT support in a professional environment.
Experience handling phone-based technical support.
Familiarity with ticketing systems (ServiceNow preferred).
Ability to manage high-volume support.
Solid IT background (hardware, software, networking fundamentals).
Excellent troubleshooting and communication skills.

Responsibilities

Act as an escalation point for complex technical issues, ensuring timely and accurate resolution while minimizing business impact.
Provide support through phone and ticketing platforms, while maintaining quality and responsiveness.
Create, document, track, and resolve incidents using tools such as ServiceNow or similar ITSM platforms.
Diagnose and resolve hardware, software, network, and access-related issues across a variety of systems and applications.
Deliver a high level of customer service by clearly communicating technical solutions to non-technical users and maintaining professionalism in all interactions.
Provide guidance, coaching, and support to junior analysts, as needed.
Identify trends in incidents and recommend process improvements, knowledge base enhancements, and automation opportunities to increase efficiency.
Adhere to organizational policies, security standards, and confidentiality requirements, especially while working in a remote environment.