Tech Support Lead

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 chat 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 chat and ticketing platforms, while maintaining quality and responsiveness. This role may require phone support based on business needs. Incident & Ticket Management • Create, document, track, and resolve incidents using tools such as ServiceNow 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. Job Description Provides support and problem resolution for technology products and applications. Utilizes utilities and tools to provide remote/onsite technical support services on end user software and hardware. Manages and performs business process analysis projects and related assignments for the management team to include research, presentation and resolution of problems and recommendations for improvements. Resolves incidents and fulfills requests in accordance with knowledge documentation. Assist with overall performance analysis for all aspects of the Technology Solution Center operations including data analysis, trend analysis, graphing, presentation development and delivery. Participates in the creation of functional requirements for IT systems that will improve the effectiveness and efficiency of operations. Supports leadership with knowledge management, training, new product support, and other specialties/projects. Qualifications Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position. Preferred Skills: Collaboration, Communication, Customer Solutions, Data Architecture Development, End Users, Problem Resolution, Teamwork, Technical Support Competencies: Call Center Technologies, Customer Support Operations, Hardware Infrastructure, Help Desk, Problem Solving, Technical Troubleshooting Work Experience: Roles at this level typically require an Associates or equivalent degree as well as related experience or product knowledge to accomplish primary duties. Typically requires 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. Education: Associates