IT Support Team Lead

Nelnet Servicing•Lincoln, NE

9d•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 individuals around the world. 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 escalated tickets and calls when supervisor involvement is needed. It also conducts advanced research into complex problems to identify potential threats to NBS systems and customer operations beyond surface-level solutions. This role is offered with a hybrid work option. Associates located within 30 miles of an office may work remotely for part of the week, with in-office presence supporting collaboration and team connection. Nelnet cannot provide visa sponsorship; candidates must already be authorized to work in the United States without current or future sponsorship. The stated annual compensation range is $70,000–$90,000, depending on experience.

Requirements

Bachelor’s degree in computer science or commensurate experience.
At least 3 years of experience as a technical or development lead, with demonstrated ability to lead a team successfully.
At least 3 years of experience providing technical support for bespoke software applications.
At least 3 years of experience with technical support tools and platforms, including ServiceNow, Datadog or other logging/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 sound problem-resolution strategies to deliver results.
Strong team-oriented interpersonal skills.
Excellent verbal and written communication skills.
Excellent judgment, analytical skills, and organizational skills.
Ability to develop effective solutions to resolve diverse and complex business problems.
Ability to obtain a security clearance if required for the role.
Must already be authorized to work in the United States without current or future visa sponsorship.

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 among operations teams and other technology teams.
Present and discuss technical information to build rapport, establish understanding, and persuade others when appropriate.
Run incident management processes and proactively communicate system impacts and outages to management, clients, and other key stakeholders.
Manage team schedules, workload allocation, and technical resource assignments to provide efficient coverage and prioritize work.
Analyze client needs and assignment requirements, helping team members understand them.
Share responsibility for developing, implementing, communicating, and maintaining policies and procedures.
Manage software deployments across environments, including scheduling and communication, and facilitate Change Control Board deployment meetings.
Monitor system functionality, emails, alerts, and applications.
Accept escalated tickets and calls when supervisor involvement is needed.
Research complex problems beyond surface-level solutions to identify additional threats to NBS systems and customer operations.