Technology Solution Center Analyst Lead

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

PNC is an in‑office company that fosters a supportive culture where employees can thrive and achieve balance. We encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with…