Hybrid IT Support Team Lead | Incident Management & Coaching

Nelnet; Lincoln (AL); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, vision

HSA and FSA

401K and student loan repayment

Life and AD&D insurance

Employee assistance program

Employee stock purchase program

Tuition reimbursement

Disability insurance

Wellness program

Job summary

Nelnet Business Services (NBS), a division of Nelnet, Inc., seeks a Support Team Lead to supervise and develop a technical team, handle escalations, and improve processes. The role supports hybrid work within 30 miles of an office, while maintaining collaboration through in-office presence.

Responsibilities include incident management, workload planning, and cross-team coordination. Requires 3+ years in technical leadership, a CS degree or commensurate experience, and authorization to work in

Qualifications

• 3+ years leading a technical or development team.
• 3+ years in software development technical support of bespoke apps.
• 3+ years with technical support tools and platforms including ServiceNow, Datadog, Rundeck, Postman, AWS.
• Experience using AI tools like Claude for development and process improvement.
• Bachelor’s degree in computer science or commensurate experience.

Responsibilities

• Lead, supervise, coach, and develop team through performance management, training, and objective setting.
• Work closely with team members to establish and meet client, organizational and team goals.
• Serve as a liaison among operation teams and other technology teams.
• Present and discuss technical information to establish rapport, gain understanding, and persuade others when appropriate.
• Run incident management processes, including providing accurate and proactive communication to key stakeholders, including management and clients, ensuring awareness of system impacts/outages.
• Manage team schedules, workload allocation, and technical resource assignments, ensuring efficient coverage and prioritization of work.
• Analyze and understand client needs and requirements on work assignments, facilitating team member understanding.
• Share responsibility for the development, implementation, communication and maintenance of policies and procedures.
• Manage software deployments through various environments, overseeing scheduling and communication along with facilitation of the Change Control Board deployment meetings.
• Monitor system functionality, emails, alerts, applications, etc.ng in interviews.

Skills

Technical leadership

Software development support

Support tools & platforms

AI tools (Claude)

Education

Bachelor’s degree in computer science

Tools

ServiceNow

Datadog

Rundeck

Postman

AWS

Database technologies

Job description

Nelnet Business Services (NBS), a division of Nelnet, Inc., seeks a Support Team Lead to supervise and develop a technical team, handle escalations, and improve processes. The role supports hybrid work within 30 miles of an office, while maintaining collaboration through in-office presence.

Responsibilities include incident management, workload planning, and cross-team coordination. Requires 3+ years in technical leadership, a CS degree or commensurate experience, and authorization to work in