Nelnet is a diversified and innovative company committed to enriching lives through the power of service as a student loan servicer, professional services company, consumer loan originator and servicer, payments processor, renewable energy solutions, and K-12 and higher education expert. For over 40 years, Nelnet has been serving its customers, associates, and communities.

The perks of working at Nelnet go beyond our benefits package. When you join the Nelnet team, you're part of a community invested in the success of each individual. That support comes through in our work, as we are united by our mission of creating opportunities for people where they live, learn, and work.

An IT Service Manager (ITSM) is a professional responsible for ensuring that an organization's IT services are delivered effectively, efficiently, and meet the needs of the business. The IT Service Manager focuses on aligning IT services with business goals, managing the service operation and service transition phases of the ITSM service lifecycle, and ensuring high levels of customer satisfaction.

Job Description

• Understand business priorities driving change and support expectations

• Provides input on support models, escalation paths, or recovery plans

• Lead and manage the Incident, Problem, and Change Management processes, ensuring they are executed effectively and in alignment with business needs

• Monitor key metrics, SLAs, and performance trends related to these processes

• Drive continual improvement activities for Incident, Problem, and Change processes by identifying trends, root causes, and opportunities for process enhancements, automation, and efficiency gains.

• Collaborate with stakeholders to implement process improvements, ensuring they are embedded into day-to-day operations

• Regularly review and refine workflows, playbooks, and knowledge articles to enhance response and resolution efficiency

**Pay Range for this role is - $70,000-$100,000

IT Change Management experience is a must

Experience and Competencies

• Basic knowledge of IT environments including infrastructure and software development concepts
• 5+ years working in a large scale IT environment as a technical resource in an infrastructure or application development team
• ITIL Foundations Certification and Incident Management background preferred
• Prior incident management or problem resolution experience preferred
• Strong written and verbal communication skills for management level communications
• Strong interpersonal skills, interacts well with technical and non-technical clients
• Must be able to maintain US Government Clearance

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: LINK.

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 corporaterecruiting@nelnet.net.

Nelnet is a Drug Free and Tobacco Free Workplace.