IT Support Team Lead

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 Business Services (NBS), a division of Nelnet, Inc., provides payment technology and education services to more than 1,200 higher education institutions, nearly 12,000 K-12 schools, and millions of individual students, families, and supporters across the globe.

Our culture of service enables us to form long-lasting and trusted partnerships, while our focus on creativity and innovative solutions empowers our customer communities to thrive.

The Support Team Lead supervises, instructs, assists, directs and checks the work product of team members. This position is involved in the development of associates through coaching, objective setting, training and performance monitoring. In addition, the Support Team Lead accepts ticket and call escalations when supervisor involvement is needed. This position also performs advance research in complex problems, going beyond the surface-level solution to discover additional threats to NBS systems and customer operations.

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

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.

Compensation range for this role is $70,000-$90,000 annually, depending on experience.

JOB RESPONSIBILITIES:

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

EDUCATION:

Bachelor’s degree in computer science or commensurate experience.

EXPERIENCE:

• 3+ years of experience as a technical or development lead with a demonstrated ability to successfully lead a team.
• 3+ years of experience with software development technical support of bespoke applications.
• 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.

COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES:

• Proven ability to work effectively with others in high-priority situations.
• Ability to establish priorities and solid problem resolution strategies to deliver needed results.
• Strong team-oriented interpersonal skills.
• Excellent verbal and written communication skills.
• Demonstrated excellent judgment with strong analytical and organizational skills.
• Demonstrated competency in developing effective solutions to successfully resolve diverse and complex business problems.
• Ability to obtain a security clearance if required for role.

#LI-CW1 #LI-Hybrid

Benefits

Our benefits package includes medical, dental, vision, HSA and FSA, generous earned time off, 401K/student loan repayment, life insurance & AD&D insurance, employee assistance program, employee stock purchase program, tuition reimbursement, performance-based incentive pay, short- and long-term disability, and a robust wellness program.

• medical
• dental
• vision
• HSA and FSA
• generous earned time off
• 401K/student loan repayment
• life insurance & AD&D insurance
• employee assistance program
• employee stock purchase program
• tuition reimbursement
• performance-based incentive pay
• short- and long-term disability
• a robust wellness program

Nelnet is committed to providing a welcoming and respectful workplace where all associates have the opportunity to succeed.

As an Equal Opportunity Employer, we ensure that all qualified applicants are considered for employment. Employment decisions are made without regard to race, color, religion/creed, national origin, gender, sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by federal, state, or local law.

We value the unique contributions of every team member and believe that a positive work environment benefits everyone.

Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Corporate Recruiting at 402-486-5725 or [e-mail].

Nelnet is a Drug Free and Tobacco Free Workplace.

Use of Artificial Intelligence in Hiring

We may use automated or artificial intelligence enabled tools to assist with the initial review of applications, such as identifying relevant skills or experience. These tools are used to support human review and do not make hiring decisions. A recruiter reviews applications and determines which candidates move forward in the hiring process. For more information, see our Privacy Policy and Pre-Use Notice: Automated Tools in Hiring

You may know Nelnet as the nation’s largest student loan servicer – but we do more than that. A lot more. We’re also a professional services company, consumer loan originator and servicer, payment processor, renewable energy innovator, and K-12 and higher education expert (and that’s just a shortlist). For over 40 years, we’ve been serving our customers, associates, and communities to make dreams possible.

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