IT Manager - Infrastructure HelpDesk- Tier II

nelnet; United States; Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid work option

Medical, dental, vision

HSA and FSA

401K and student loan repayment

Life insurance & AD&D

Job summary

Nelnet is seeking a Tier 2 Manager to lead a Help Desk team delivering escalated support across US and international populations. The role focuses on performance, escalation quality, and service levels, with coaching and process improvement responsibilities.

The position requires a Bachelor’s in Computer Science or commensurate experience, 3+ years in IT support with leadership experience, and hands-on ServiceNow, AD, and remote access knowledge. Hybrid work is offered.

Qualifications

• Bachelor’s Degree in Computer Science or commensurate experience.
• Three or more years in an enterprise service desk or IT support role, including at least one year leading or mentoring a team.
• Hands-on experience with ServiceNow incident and request workflows.
• Working knowledge of Active Directory, SSO/MFA administration, and remote access technologies (VPN).
• Demonstrated ability to coach support staff to measurable improvements in quality and resolution time.

Responsibilities

• Lead a team of Help Desk Tier 2 associates delivering escalated support across US, NULSC, International, and NDS Canada/Finastra dual-device populations.
• Own team performance, escalation quality, and service levels for the full Tier 2 scope.
• Coach associates, resolve escalations they cannot, and drive process improvement across Help Desk operations.
• Set daily priorities across phone, chat, and ServiceNow queues and monitor metrics such as response and resolution time.

Skills

Coaching & mentoring

Executive communication

Team leadership

Education

Bachelor’s Degree in Computer Science

Tools

ServiceNow

Active Directory

SSO/MFA

VPN

Job description

Nelnet is a diversified and innovative company committed to enriching lives through the power of service as a student loan servicer, professional services company, consumer loan originator and servicer, payments processor, renewable energy solutions, and K-12 and higher education expert. For over 40 years, Nelnet has been serving its customers, associates, and communities.

The perks of working at Nelnet go beyond our benefits package. When you join the Nelnet team, you're part of a community invested in the success of each individual. That support comes through in our work, as we are united by our mission of creating opportunities for people where they live, learn, and work.

Responsibilities

The Tier 2 Manager leads a team of Help Desk Tier 2 associates delivering escalated support across US, NULSC, International, and NDS Canada/Finastra dual-device populations. The role owns team performance, escalation quality, and service levels for the full Tier 2 scope - ticket ownership, identity and access, remote connectivity, contact center and voice, business applications, onboarding/offboarding, knowledge management, and front-line security response. The supervisor is accountable for the outcomes of that work, not for performing it: coaching associates, resolving the escalations they cannot, and driving process improvement across Help Desk operations. Have a passion for using AI in their daily work and pushing to use AI to help make the end user experience better. Set daily priorities and coverage across phone, chat, and ServiceNow queues (INC/REQ/RITM/SCTASK/IMS). Monitor individual and team metrics - response and resolution time, first-contact resolution, backlog age, quality scores - and coach to them. Conduct regular one-on-ones, QA reviews of associate tickets, and skills development plans; identify and close capability gaps across the Tier 2 tool set. Own onboarding and ramp-up of new associates, including shadowing plans and certification on core platforms.

Education

Bachelor’s Degree in Computer Science or commensurate experience.

Required Qualifications

• Three or more years in an enterprise service desk or IT support role, including at least one year leading, mentoring, or acting as escalation point for a support team.
• Hands‑on experience with ServiceNow (or comparable ITSM) incident and request workflows, including reporting on queue and agent performance.
• Working knowledge of Active Directory, SSO/MFA administration, and remote access technologies (VPN, remote control tooling).
• Demonstrated ability to coach support staff to measurable improvement in quality and resolution time.
• Clear written and verbal communication with both end users and technical partner teams, including during active incidents.

Preferred Qualifications

• Experience supporting contact center platforms (CXOne, LiveVox, Jabber/Finesse) and IVR/call routing.
• Exposure to iSeries/AS-400 environments and regulated or FedRAMP-scoped systems.
• Familiarity with front‑line security response workflows and SOC escalation.
• Experience supporting multi-country user populations and multi-site Welcome Room or onboarding programs.
• ITIL Foundation certification or equivalent process training.

Compensation range for this role is 90,000-$130,000 annually, depending on experience.

This position offers a hybrid work option. Nelnet values flexibility and understands the importance of work-life integration. Our hybrid work environment allows associates Living within 30 miles our Lincon Nebraska office location to work remotely for part of the week, while also fostering collaboration and team connection through in-office presence three days per week.

Please note that we are unable to provide visa sponsorship for this position. To be considered, candidates must already be authorized to work in the United States without the need for current or future sponsorship.

Our benefits package includes medical, dental, vision, HSA and FSA, generous earned time off, 401K/student loan repayment, life insurance & AD&D insurance, employee