Help Desk Manager (Thursday-Monday 8:00am-5:00pm EST)
Job Profile
Position Overview
At 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 Help Desk Manager within PNC's Technology organization, you will be based remote. This is a remote position. Work may be performed from a quiet, confidential space in a home location, approved by PNC. This position may not be available in all geographic locations.
Job Description
- Directs the day-to-day contact center operations and manages Help Desk supervisors and senior staff. Assists with service strategy, design, transition, operations, and continual service improvement. Drives operations effectiveness and key performance objectives.
- 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 Help Desk internal tools and technology, including phone system/IVR, IT service management systems, agent tools and access, and internal shared sites and resources.
- Directs, motivates, and develops Help Desk Supervisors and senior 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.
Competencies
Call Center Technologies – Knowledge of software, technologies and applications which allow people to interact with computers via a telephone, web or other electronic means.
Customer Support Operations – Knowledge of customer support techniques, tools, technologies, and best practices; ability to utilize all aspects of customer support operations to manage a call center.
ITIL Service Delivery – Knowledge of and ability to apply ITIL processes and standards for managing the provision of IT services in line with customer expectations.
IT Industry: Trends & Directions – Knowledge of and ability to analyze marketplace experiences, developments and trends related to the function of Information Technology (IT).
IT Service Management (ITSM) – Knowledge of and the ability to utilize a variety of management skill sets and technical tools to ensure quality and high standards in IT services.
Standard Operating Procedures – Knowledge of and ability to design, implement and evaluate standard operating procedures affecting daily and strategic business operations in order to increase operational efficiency.
Work Experience
Roles 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 and experience (including military service) may be considered.
Education
Bachelors
Additional Job Description
Benefits
PNC offers employees 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; maternity and parental leave; paid holidays, vacation days and occasional absence time; 401(k), pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption assistance; educational assistance and a robust wellness program with financial incentives. To learn more about these and other programs, including benefits for part-time employees, visit pncbenefits.com > New to PNC.
Disability Accommodations Statement:
The PNC workplace is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the PNC Careers website or submission process, please call 877-968-7762 and select Option 4: Recruiting or contact us via email at [email protected].
The Human Resources Service Center hours of operation are Monday - Friday 9:00 AM to 5:00 PM ET.
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 Residents
Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices.