IT Support Team Lead

Nelnet•Lincoln, NE

1d•$70,000 - $90,000•Hybrid

About The Position

Nelnet Business Services (NBS), a division of Nelnet, Inc., provides payment technology and education services to higher education institutions, K-12 schools, and individual students, families, and supporters. The IT Support Team Lead supervises, instructs, assists, directs, and reviews team members’ work. The role develops associates through coaching, objective setting, training, and performance monitoring, and handles ticket and call escalations requiring supervisor involvement. It also conducts in-depth research into complex problems to identify potential threats to NBS systems and customer operations beyond the immediate issue. The role offers a hybrid work option for associates within 30 miles of an office, with remote work part of the week and in-office collaboration. The annual compensation range is $70,000–$90,000, depending on experience. Nelnet cannot provide visa sponsorship; applicants must already be authorized to work in the United States without current or future sponsorship.

Requirements

Bachelor’s degree in computer science or commensurate experience.
At least 3 years of experience as a technical or development lead, with a demonstrated ability to lead a team successfully.
At least 3 years of experience providing technical support for software development of bespoke applications.
At least 3 years of experience with technical support tools and platforms, including ServiceNow, Datadog or other logging and monitoring platforms, Rundeck, Postman, AWS, and database technologies.
Experience using AI tools such as Claude for software development and process improvement.
Ability to work effectively with others in high-priority situations.
Ability to establish priorities and effective problem-resolution strategies to deliver results.
Strong team-oriented interpersonal skills.
Excellent verbal and written communication skills.
Excellent judgment, analytical skills, and organizational skills.
Competency in developing effective solutions to resolve diverse and complex business problems.
Ability to obtain a security clearance if required for the role.

Responsibilities

Lead, supervise, coach, and develop team members through performance management, training, and objective setting in regular and ad hoc meetings.
Work with team members to establish and meet client, organizational, and team goals.
Serve as a liaison between operations teams and other technology teams.
Present and discuss technical information to establish rapport, build understanding, and persuade others when appropriate.
Run incident management processes and provide accurate, proactive communications to stakeholders, management, and clients about system impacts and outages.
Manage team schedules, workload allocation, and technical resource assignments to ensure effective coverage and work prioritization.
Analyze client needs and assignment requirements and help team members understand them.
Share responsibility for developing, implementing, communicating, and maintaining policies and procedures.
Manage software deployments across environments, including scheduling, communications, and facilitating Change Control Board deployment meetings.
Monitor system functionality, emails, alerts, and applications.