Technology Solution Center Supervisor Sr

PNC • Philadelphia, PA

1d • Onsite

About The Position

Directs the day-to-day Technology Solution Center operations to ensure an appropriate level of support. Assists with service strategy, design, transition, operations, and continual service improvement. Drives operations effectiveness and key performance objectives. Takes ownership of customer issues and requirements and ensures they are resolved in a timely manner. Collaborates with other technology teams to provide service and support for new and existing technologies. Determines and schedules appropriate support requirements for a region or area and participates in negotiating service level agreements. Works closely with strategic partners, lines of business, product owners, and project management teams to develop and implement support models and resources development and implementation of support services, systems/tools, and technology. Supports all Technology Solution Center internal tools and technology including confluence and SharePoint sites, knowledge articles and process documentation. Directs, motivates, and develops the organizations staff to maximize their individual contribution, professional growth, and efficacy on a team.

Requirements

• University / college degree, with 3+ years of industry-relevant experience.
• 2 years of previous managerial experience.
• Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
• Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.
• Include Intentionally - Cultivates diverse teams and inclusive workplaces to expand thinking.
• Live the Values - Role models our values with transparency and courage.
• Enable Change - Takes action to drive change and innovation that will transform our business.
• Achieve Results - Takes personal ownership to deliver results. Empowers and trusts others in decision making.
• Develop the Best - Raises the bar with every talent decision and guides the achievement of all employees and customers.

Nice To Haves

• Customer Solutions
• Data Architecture
• End Users
• Problem Resolution
• Technical Support
• Customer Support Policies, Standards and Procedures
• Customer Support Service Agreements
• Hardware Infrastructure
• IT Environment
• IT Service Management (ITSM)
• IT Systems Management
• Systems Software Infrastructure

Responsibilities

• Directs the day-to-day Technology Solution Center operations to ensure an appropriate level of support.
• Assists with service strategy, design, transition, operations, and continual service improvement.
• Drives operations effectiveness and key performance objectives.
• Takes ownership of customer issues and requirements and ensures they are resolved in a timely manner.
• Collaborates with other technology teams to provide service and support for new and existing technologies.
• Determines and schedules appropriate support requirements for a region or area and participates in negotiating service level agreements.
• Works closely with strategic partners, lines of business, product owners, and project management teams to develop and implement support models and resources development and implementation of support services, systems/tools, and technology.
• Supports all Technology Solution Center internal tools and technology including confluence and SharePoint sites, knowledge articles and process documentation.
• Directs, motivates, and develops the organizations staff to maximize their individual contribution, professional growth, and efficacy on a team.

Benefits

• 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 and stock purchase plans
• dependent care reimbursement account
• back-up child/elder care
• adoption, surrogacy, and doula reimbursement
• educational assistance, including select programs fully paid
• a robust wellness program with financial incentives
• maternity and/or parental leave
• up to 11 paid holidays each year
• 9 occasional absence days each year, unless otherwise required by law
• between 15 to 25 vacation days each year, depending on career level; and years of service

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 5,001-10,000 employees