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.
Own escalation quality end to end: verify Tier 1 handoffs into Tier 2 meet intake standards, arbitrate routing disputes, and personally handle escalations that exceed associate authority or complexity. Act as Tier 2 lead during Major Incidents — coordinating with Voice, application owners, and Major Incident management, keeping the team aligned to a single response, and ensuring customer communication and post-incident documentation are completed.
Hold the team to ServiceNow KB standards as a standing responsibility, not incidental work: assign article ownership, review submissions for accuracy and meta-tagging, retire stale content, and report on coverage gaps revealed by ticket trends.
Continually review Help Desk operations and SOPs, using ticket and platform data to identify pain points and prioritize fixes. Sponsor automation and self-service opportunities that reduce manual work, measure the result, and standardize what works across shifts.
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 assistance program, employee stock purchase program, tuition reimbursement, performance-based incentive pay, short- and long-term disability, and a robust wellness program. Click here to learn more about our benefits: Benefits & Perks - Nelnet Inc.
