Technology Solution Center Supervisor Senior - Technology Solution Center (CDS) - ServiceNow

Position OverviewAt 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 Supervisor Senior within PNC's Technology Solution Center (CDS, you can sit in Baltimore-Md or Washington-D.C.The best candidate will be responsible for all the technology service duties within the Greater Maryland and Baltimore markets. This person will lead a team of 12 staff across those areas. Daily this candidate will manage all projects, incidents and requests in those areas and ensure staff is meeting customer expectations and delivering the best customer experience. This candidate will be responsible for visiting its team members several times a year as well as visit and get a pulse from key leaders throughout the markets.Responsibilities include:Monitor incidents and tasks assigned to the team.Ensure all high priority service issues are responded to in a timely manner.Ensure team is keeping up with their project and other work assignments.Ensuring local leadership and partners are getting their technology service needs met and work on improvements where they are not.Previous management experience with a background in desktop support a plus.Will work after hours and weekends when needed to support projects and or service issues.Job Description

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.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

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.

PNC also has fundamental expectations of our people managers. As a manager of talent in PNC, you will be expected to:

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.

QualificationsSuccessful 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 SkillsCloud Architectures, Customer Solutions, Data Architecture, Database Administration, End Users, Information Architectures, Problem Resolution, Technical SupportCompetenciesCustomer Support Policies, Standards and Procedures, Customer Support Service Agreements, Hardware Infrastructure, IT Environment, IT Service Management (ITSM), IT Systems Management, Systems Software InfrastructureWork ExperienceRoles at this level typically require a university / college degree, with 3+ years of industry-relevant experience. An operations or production environment position typically requires 2 years of previous managerial experience. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.EducationBachelorsCertificationsNo Required Certification(s)LicensesNo Required License(s)Pay TransparencyBase Salary: $60,500.00 – $113,850.00Salaries may vary based on geographic location, market data and on individual skills, experience, and education. This role is incentive eligible with the payment based upon company, business and/or individual performance.Application WindowGenerally, this opening is expected to be posted for two business days from 10/07/2024, although it may be longer with business discretion.BenefitsPNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include: 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.In addition, PNC generally provides the following paid time off, depending on your eligibility: maternity and/or parental leave; up to 11 paid holidays each year; 8 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.To learn more about these and other programs, including benefits for full time and part-time employees, visit pncbenefits.com > New to PNC.For more information, please click on the following links: Time Away from Work (https://www.pncbenefits.com/timeaway.html) PNC Full-Time Benefits Summary PNC Part-Time Benefits Summary (https://www.pncbenefits.com/pt-benefits-overview.html) Disability Accommodations StatementIf an accommodation is required to participate in the application process, please contact us via email at AccommodationRequest@pnc.com . Please include “accommodation request” in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses. Applicants may also call 877-968-7762 and say "Workday" for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. At PNC we foster an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.Equal Employment Opportunity (EEO)PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.California ResidentsRefer to the California Consumer Privacy Act Privacy Notice (https://content.pncmc.com/live/pnc/aboutus/HR/Onboarding/PNCCCPAPrivacyDisclosureEmployee.pdf) to gain understanding of how PNC may use or disclose your personal information in our hiring practices.