Technology Solution Center Analyst Lead

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** Position Overview
** At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As a Technology Solution Center Analyst Lead within PNC's Service Desk organization, you will be based in a Remote location in either Strongsville OH or Pittsburgh, PA.
Position:
Technology Solution Center Analyst Lead

Location:

Remote

Schedule:

Saturday - Wednesday 7:30AM - 4: 30PM EST    As a Technology Solution Center (TSC) Analyst Lead within PNC’s Technology Service Desk organization, you will serve as a point of contact responsible for delivering high-quality technical support across the enterprise. This role combines hands-on troubleshooting with ensuring efficient resolution of technology issues while maintaining exceptional customer service standards.  You will operate within a fast-paced, multi-channel support environment, providing assistance via phone and ticketing systems.

The role requires strong technical aptitude, communication skills, and the ability to manage escalations.

Key Responsibilities  Service Desk Operations  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. This role may require chat support based on business needs.
Incident & Ticket Management  Create, document, track, and resolve incidents using tools such as Service Now or similar ITSM platforms. Ensure proper prioritization, categorization, and documentation of issues.
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.

Required Qualifications  Proven Service Desk / IT Support experience in a professional environment  Strong experience handling phone based technical support  Familiarity with ticketing systems (Service Now preferred)  Demonstrated ability to manage high-volume support  Solid IT background (hardware, software, networking fundamentals)  Excellent troubleshooting, communication, and customer service skills    Work Environment  Fully remote role requiring a quiet, secure, and distraction-free workspace  Must meet PNC’s standards for data privacy and confidentiality  Reliable internet connection and ability to work standard business hours    Key Success Factors  Ability to balance speed and quality in a high-volume support environment  Strong multitasking and prioritization skills  Leadership mindset with a focus on team collaboration and continuous improvement  Commitment to delivering a best-in-class user support experience

This position may be eligible for remote work in select geographic locations, subject to approval by PNC. If approved, work must be conducted from a quiet, secure, and confidential home-based…