Hybrid IT Support Team Lead - Incidents & Coaching

Nelnet, Inc.; Oklahoma; Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401K

Job summary

Nelnet, Inc. is seeking a Support Team Lead to supervise and develop a high-performing team, handling escalations and complex issues across education and payment platforms.

You will coordinate incidents, deployments, and policies, while collaborating with multiple technology teams. The role requires a strong background in technical leadership, experience with ServiceNow, Datadog, and AWS, and a commitment to security and client service excellence.

Qualifications

• Bachelor’s degree in computer science or commensurate experience.
• 3+ years as a technical or development lead successfully guiding a team.
• 3+ years of technical support for bespoke applications and related tools.

Responsibilities

• Lead, supervise, coach, and develop team members through performance management and objective setting.
• Collaborate with team members to meet client, organizational and team goals.
• Act as liaison among operations and technology teams to ensure clear communication.
• Manage software deployments across environments and oversee Change Control Board meetings.
• Oversee incident management, provide proactive updates to stakeholders, and monitor system status.

Skills

Team leadership

Communication

Problem solving

Security clearance ability

Education

B.S. in Computer Science

Tools

ServiceNow

Datadog

Rundeck

Postman

AWS

Databases

Job description

Nelnet, Inc. is seeking a Support Team Lead to supervise and develop a high-performing team, handling escalations and complex issues across education and payment platforms.

You will coordinate incidents, deployments, and policies, while collaborating with multiple technology teams. The role requires a strong background in technical leadership, experience with ServiceNow, Datadog, and AWS, and a commitment to security and client service excellence.