Tech Support Center Lead — Remote ITSM & ServiceNow

Jobtailor; Kentucky; On-site; USD 45,000 - 65,000; Full time

Job summary

Jobtailor is seeking an experienced IT Support Specialist to provide high-volume Service Desk support for technology products and services. You will handle phone-based, remote, and on-site support, document incidents in ServiceNow, and act as escalation for complex issues.

The role requires strong communication, IT fundamentals, and the ability to work with minimal supervision in a remote setup; you will coach junior analysts and contribute to knowledge base improvements.

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, including hardware, software, and networking fundamentals.
• Associate degree or equivalent degree, as well as related experience or product knowledge.
• Typically 4+ years of related business or functional experience.
• In lieu of a degree, a comparable combination of education, job-specific certification(s), and experience, including military service, may be considered.
• Quiet, secure, distraction-free workspace for fully remote work
• Must meet PNC’s standards for data privacy and confidentiality
• Reliable internet connection and ability to work standard business hours
• Must be legally authorized to work without employment visa sponsorship; PNC will not provide sponsorship or participate in STEM OPT

Responsibilities

• Provide support and problem resolution for technology products and applications
• Deliver remote/onsite technical support for end-user software and hardware using utilities and tools
• Act as an escalation point for complex technical issues
• Provide support through phone and ticketing platforms, with possible chat support based on business needs
• Create, document, track, prioritize, categorize, and resolve incidents using ServiceNow or similar ITSM platforms
• Diagnose and resolve hardware, software, network, and access-related issues
• Communicate technical solutions clearly to non-technical users
• Provide guidance, coaching, and support to junior analysts
• Identify incident trends and recommend process improvements, knowledge base enhancements, and automation opportunities
• Manage and perform business process analysis projects, including research, presentations, problem resolution, and improvement recommendations
• Analyze Technology Solution Center performance through data analysis, trend analysis, graphing, and presentation development and delivery
• Participate in creating functional requirements for IT systems
• Support leadership with knowledge management, training, new product support, and other specialty projects
• Adhere to organizational policies, security standards, and confidentiality requirements

Skills

Service Desk Experience

Technical Support

Troubleshooting Skills

Customer Service

Communication Skills

Coaching

Education

Associate degree

Tools

ServiceNow

ITSM Platforms

Ticketing Systems

Job description

Jobtailor is seeking an experienced IT Support Specialist to provide high-volume Service Desk support for technology products and services. You will handle phone-based, remote, and on-site support, document incidents in ServiceNow, and act as escalation for complex issues.

The role requires strong communication, IT fundamentals, and the ability to work with minimal supervision in a remote setup; you will coach junior analysts and contribute to knowledge base improvements.