Technology Solution Center Lead

PNC

Technology service desk lead resolving enterprise hardware, software, network, and access issues for PNC, a financial services company. Escalating incidents and improving support operations.

Posted 9/4/2026full-timeOhio • 🇺🇸 United StatesSenior💰 $41,250 - $82,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing technical support for hardware, software, and networking issues, with a strong focus on customer service and effective communication. Capable of managing high-volume support and leading process improvements through data analysis and incident management.

Highest-signal resume keywords

Service Desk ExperienceTechnical SupportServiceNowTroubleshooting SkillsCustomer Service

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportIncident ManagementData AnalysisProblem ResolutionNetwork TroubleshootingSoftware TroubleshootingHardware TroubleshootingBusiness Process AnalysisDocumentationPresentation Development

Soft Skills

Communication SkillsCoachingCustomer Service

Tools & Technologies

ServiceNowITSM PlatformsTicketing Systems

Certifications & Qualifications

Job-Specific Certifications

Industry Keywords

Data PrivacyConfidentialityTechnical SolutionsEnd-User SupportRemote Support

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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
Excellent troubleshooting, communication, and customer service skills
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

Benefits

Comp & perks

Medical/prescription drug coverage with a Health Savings Account feature
Dental and vision options
Employee and spouse/child life insurance
Short- and long-term disability protection
401(k) with PNC match
Pension
Stock purchase plans
Dependent care reimbursement account
Back-up child/elder care
Adoption, surrogacy, and doula reimbursement
Educational assistance, including select programs fully paid
Robust wellness program with financial incentives
Maternity and/or parental leave
Up to 11 paid holidays each year
9 occasional absence days each year
15 to 25 vacation days each year, depending on career level
Remote work arrangement, subject to approval and geographic eligibility