[Remote] Tech Solution Center Analyst Lead

Note: The job is a remote job and is open to candidates in USA. PNC is a leading financial services company, and they are seeking a Technology Solution Center Analyst Lead to join their Service Desk organization. In this role, you will provide high-quality technical support, lead service desk operations, and ensure efficient resolution of technology issues while maintaining exceptional customer service standards.ResponsibilitiesAct as a escalation point for complex technical issues, ensuring timely and accurate resolution while minimizing business impactProvide support through chat and ticketing platforms, managing up to 20–40 chat interactions per day while maintaining quality and responsivenessCreate, document, track, and resolve incidents using tools such as ServiceNow or similar ITSM platforms. Ensure proper prioritization, categorization, and documentation of issuesDiagnose and resolve hardware, software, network, and access-related issues across a variety of systems and applicationsDeliver a high level of customer service by clearly communicating technical solutions to non-technical users and maintaining professionalism in all interactionsProvide guidance, coaching, and support to junior analysts. Assist with onboarding and training initiatives as neededIdentify trends in incidents and recommend process improvements, knowledge base enhancements, and automation opportunities to increase efficiencyAdhere to organizational policies, security standards, and confidentiality requirements, especially while working in a remote environmentSkillsProven Service Desk / IT Support experience in a professional environmentStrong experience handling chat-based technical supportFamiliarity with ticketing systems (ServiceNow preferred)Demonstrated ability to manage high-volume chat support (20–40 chats/day)Solid IT background (hardware, software, networking fundamentals)Excellent troubleshooting, communication, and customer service skillsAbility to balance speed and quality in a high-volume support environmentStrong multitasking and prioritization skillsLeadership mindset with a focus on team collaboration and continuous improvementCommitment to delivering a best-in-class user support experienceFully remote role requiring a quiet, secure, and distraction-free workspaceMust meet PNC's standards for data privacy and confidentialityReliable internet connection and ability to work standard business hoursRoles at this level typically require an Associates or equivalent degree as well as related experience or product knowledge to accomplish primary dutiesTypically requires 4+ years of related business or functional experienceIn lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be consideredCustomer SolutionsData Architecture DevelopmentEnd UsersIT Help DeskIT Service DeskOnline Chat SupportProblem ResolutionServiceNow PlatformTechnical SupportCall Center TechnologiesCustomer Support OperationsHardware InfrastructureHelp DeskProblem SolvingTechnical TroubleshootingBenefitsMedical/prescription drug coverage (with a Health Savings Account feature)Dental and vision optionsEmployee and spouse/child life insuranceShort and long-term disability protection401(k) with PNC matchPension and stock purchase plansDependent care reimbursement accountBack-up child/elder careAdoption, surrogacy, and doula reimbursementEducational assistance, including select programs fully paidA robust wellness program with financial incentivesMaternity and/or parental leaveUp to 11 paid holidays each year9 occasional absence days each year, unless otherwise required by lawBetween 15 to 25 vacation days each year, depending on career level; and years of serviceCompany OverviewWe’ll help keep your money boring so your life doesn’t have to be. pnc.co/guidelines It was founded in 1863, and is headquartered in Lancaster, Pennsylvania, USA, with a workforce of 10001+ employees. Its website is http://www.sterlingfi.com/.