Remote Technology Service Desk Lead

PNC Financial Services Group, Inc.

Strongsville (OH)

Remote

USD 41,000 - 83,000

Full time

2 days ago

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Benefits offered by this job

Medical coverage

401(k) with match

Paid leave & holidays

Job summary

PNC Financial Services Group, Inc. is seeking a Technology Solution Center Analyst Lead to join the remote Service Desk.

The role focuses on hands-on technical support, incident resolution, and guiding junior analysts in a fast-paced, multi-channel environment. Based in a remote US location (Strongsville, OH or Pittsburgh, PA), you will manage escalations, track incidents in ServiceNow, and drive process improvements while maintaining exceptional customer service standards.

Qualifications

4+ years of service desk/IT support experience in a professional environment.
Experience handling high-volume phone-based IT support and familiarity with ServiceNow or similar ITSM tools.

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, with potential chat support as needed.
Create, document, track, and resolve incidents using ServiceNow or similar ITSM platforms.
Diagnose and resolve hardware, software, networking, and access-related issues across systems and applications.
Deliver high levels of customer service by communicating technical solutions clearly to non-technical users.
Provide guidance and support to junior analysts as needed.
Identify trends and recommend process improvements, knowledge base enhancements, and automation opportunities.
Adhere to security policies and confidentiality requirements, especially in a remote environment.