Remote Technology Solution Center Lead

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

Job summary

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

You will lead escalations, coordinate multi‑channel support, and partner with teams to resolve complex technical issues while delivering excellent customer service. Based in a remote location, you will mentor junior analysts, drive process improvements, and ensure security and data privacy standards are followed.

Qualifications

• Proven service desk 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 across hardware, software, and networking.

Responsibilities

• Act as escalation point for complex technical issues and ensure timely resolution.
• Provide multi-channel support via phone, ticketing, and possibly chat.
• Create, document, track, and resolve incidents using ITSM tools (ServiceNow or similar).
• Diagnose and resolve hardware, software, network, and access issues across systems.
• Deliver outstanding customer service by translating technical solutions for non-technical users.
• Coach and support junior analysts as needed.
• Identify trends and propose process improvements and automation opportunities.

Skills

ITIL

ITSM

Technical Troubleshooting

Customer Service

Communication

Problem Solving

Knowledge Management

Data Analysis

Business Process Analysis

Trend Analysis

System Administration

Education

Associates degree

Tools

ServiceNow

Job description

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

You will lead escalations, coordinate multi‑channel support, and partner with teams to resolve complex technical issues while delivering excellent customer service. Based in a remote location, you will mentor junior analysts, drive process improvements, and ensure security and data privacy standards are followed.