Tier II Help Desk Manager - IT Support Leader

Nelnet; Centennial (CO); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid work option

Medical, dental, vision benefits

401(k) with company match

Tuition reimbursement

Job summary

Nelnet is seeking a Tier 2 Manager to lead a Help Desk team across US and international populations. You will own escalation quality, coach staff, and drive improvements in response times, while coordinating Major Incidents and maintaining documentation.

Experience with ServiceNow ITSM, Active Directory, and remote access is required. This hybrid role offers a competitive salary with strong benefits and visa sponsorship not available.

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, 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.

Responsibilities

• Lead a Tier 2 team delivering escalated support across multiple populations.
• Coach associates, conduct one-on-ones, QA reviews, and performance plans; close capability gaps.
• Own onboarding and ramp-up of new associates with shadowing and certifications.
• Manage end-to-end escalation quality and Major Incidents with cross-team coordination.
• Sponsor automation, self-service initiatives, and SOP improvements across Help Desk operations.

Skills

Team leadership

ServiceNow ITSM

Active Directory & SSO/MFA

Communication skills

Incident escalation

Education

Bachelor’s Degree in Computer Science or commensurate experience

Tools

ServiceNow

CXOne

LiveVox

Jabber/Finesse

Job description

Nelnet is seeking a Tier 2 Manager to lead a Help Desk team across US and international populations. You will own escalation quality, coach staff, and drive improvements in response times, while coordinating Major Incidents and maintaining documentation.

Experience with ServiceNow ITSM, Active Directory, and remote access is required. This hybrid role offers a competitive salary with strong benefits and visa sponsorship not available.