IT Support Team Lead

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., 1. Lead, supervise, coach, and develop team members through performance management,

training, and objective setting both within regular and ad hoc meetings.

1. Work closely with team members to establish and meet client, organizational and team

goals.

1. Serve as a liaison among operation teams and other technology teams.

2. Present and discuss technical information to establish a rapport, gain understanding,

and persuade others when appropriate.

1. Run incident management processes, including providing accurate and proactive

communication to key stakeholders, including management and clients, ensuring

awareness of system impacts/outages.

1. Manage team schedules, workload allocation, and technical resource assignments,

ensuring efficient coverage and prioritization of work.

1. Analyze and understand client needs and requirements on work assignments,

facilitating team member understanding.

1. Share responsibility for the development, implementation, communication and

maintenance of policies and procedures.

1. Manage software deployments through various environments, overseeing scheduling

and communication along with facilitation of the Change Control Board deployment

meetings.

1. Monitor system functionality, emails, alerts, applications, etc.ng in interviews.

• 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.

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.