IT Manager – Infrastructure HelpDesk, Tier II

Nelnet

IT Manager leading Tier 2 Help Desk infrastructure support for Nelnet’s student lending, payments, and education services. Driving escalations, ServiceNow performance, AI adoption, and team development.

Posted 9/2/2026full-timeLincoln • Colorado, New York, Wisconsin • 🇺🇸 United StatesMid-LevelSenior💰 $90,000 - $130,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading Help Desk Tier 2 teams, focusing on performance management, escalation resolution, and process improvement. Proficient in utilizing ServiceNow for incident management and reporting, with a strong emphasis on coaching and developing support staff.

Highest-signal resume keywords

ServiceNow Incident ManagementTeam Leadership and MentoringActive Directory KnowledgeSSO/MFA AdministrationPerformance Reporting

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Help Desk SupportIncident ManagementRemote Access TechnologiesVPN ConfigurationAI Solutions ImplementationKnowledge ManagementProcess ImprovementAutomation OpportunitiesQuality AssuranceEscalation Management

Soft Skills

Clear CommunicationCoaching and DevelopmentProblem SolvingTeam AlignmentCustomer Communication

Tools & Technologies

ServiceNowCXOneLiveVoxJabber/FinesseISeries/AS-400

Certifications & Qualifications

ITIL Foundation Certification

Industry Keywords

Enterprise Service DeskIT SupportMulti-Country User SupportFront-Line Security ResponseFedRAMP Compliance

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

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 across ticket ownership, identity and access, remote connectivity, contact center and voice, business applications, onboarding/offboarding, knowledge management, and front-line security response
Coach associates, resolve escalations beyond their authority or complexity, and drive Help Desk process improvement
Use AI in daily work and advance AI solutions to improve the end-user experience
Set daily priorities and coverage across phone, chat, and ServiceNow queues (INC/REQ/RITM/SCTASK/IMS)
Monitor response and resolution time, first-contact resolution, backlog age, and quality scores; coach to performance metrics
Conduct 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
Verify Tier 1 handoffs meet intake standards and arbitrate routing disputes
Act as Tier 2 lead during Major Incidents, coordinating with Voice, application owners, and Major Incident management
Keep the team aligned during incidents and ensure customer communication and post-incident documentation are completed
Maintain ServiceNow knowledge-base standards by assigning article ownership, reviewing submissions, retiring stale content, and reporting coverage gaps
Review Help Desk operations and SOPs using ticket and platform data to identify pain points and prioritize fixes
Sponsor automation and self-service opportunities, measure results, and standardize successful improvements across shifts

Requirements

What you’ll need

Bachelor’s Degree in Computer Science or commensurate experience
Three or more years in an enterprise service desk or IT support role
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
Experience reporting on queue and agent performance
Working knowledge of Active Directory
Working knowledge of SSO/MFA administration
Working knowledge of remote access technologies, including VPN and remote control tooling
Demonstrated ability to coach support staff to measurable improvement in quality and resolution time
Clear written and verbal communication with end users and technical partner teams, including during active incidents
Visa sponsorship is unavailable; candidates must already be authorized to work in the United States without current or future sponsorship
Preferred: Experience supporting contact center platforms (CXOne, LiveVox, Jabber/Finesse) and IVR/call routing
Preferred: Exposure to iSeries/AS-400 environments and regulated or FedRAMP-scoped systems
Preferred: Familiarity with front-line security response workflows and SOC escalation
Preferred: Experience supporting multi-country user populations and multi-site Welcome Room or onboarding programs
Preferred: ITIL Foundation certification or equivalent process training

Benefits

Comp & perks

Medical insurance
Dental insurance
Vision insurance
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
Robust wellness program
Hybrid work option
Remote work for part of the week for associates living within 30 miles of the Lincoln, Nebraska office
Drug Free and Tobacco Free Workplace