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Team Lead, IT Support

Lincoln Financial Group Omaha, NE

Job Description

Alternate Locations:Omaha, NE (Nebraska)

Relocation assistance is not available for this opportunity.

Requisition #57852

About the Company

Lincoln Financial Group, a Fortune 250 company with over 10,000 employees, provides advice and solutions that help empower Americans to take charge of their financial lives with confidence. Our core business areas Life Insurance, Annuities, Retirement Plan Services and Group Protection focus on supporting, preserving and enhancing over 17 million customers lifestyles and retirement outcomes.

Headquartered in Radnor, Pennsylvania, Lincoln Financial Group is the marketing name for Lincoln National Corporation (NYSE: LNC) and its affiliates. The company had $253 billion in assets under management as of December 31, 2017.

Ranked one of the Best Large Employers in America by Forbes magazine, Lincoln Financial Group makes a serious investment in our employees futures through a broad range of wealth accumulation and protection plans, health and wellness programs, and career development resources designed to help each individual reach their personal and professional goals.

The Role

This position will perform and deliver on routine and progressively more non-routine assignments for his/her assigned area(s) of IT support responsibility independently in accordance with established procedures/guidelines. S/he will mentor and provide a diverse range of information to team members. S/he assists the supervisor with the day to day departmental responsibilities such as tracking team quality, handling escalated situations, and other tasks that support team success.


  • Acts as the first point of contact for escalated technology issues to troubleshoot, identify root causes, and provide resolution to employees or internal customers.
  • Communicates and interacts effectively with Senior Executives and their administrative assistants by providing a concierge level of service.
  • Communicates deadlines to team members, and ensures all projects and tasks are completed on time.
  • Communicates effectively and provides customer service at every touch point to internal stakeholders and senior management, recognizes what needs to be done to meet customer needs and demonstrates flexibility and responsiveness to meet those needs.
  • Conducts team meetings as necessary to update other members on best practices and continuing expectations.
  • Ensures the proper day-to-day operation of technology applications and equipment.
  • Monitors the flow of day-to-day operations and reports concerns, issues and problems to management as required.
  • Provides mentoring/ training to less experienced team members.
  • Provides responses and a diverse range of information to team members less routine questions without supervision.
  • Responds to, diagnoses and resolves problems and tickets that are assigned via the Service Desk or directly from the user community. Includes routine and progressively more non-routine problem recognition, research, isolation and resolution.
  • Responsible for providing high quality and efficient customer service through the daily supervision of a team of System Support Analysts to include coaching, problem solving, workload management and oversight.
  • Responsible for working within the System Support Team to help drive performance, efficiency and quality of work by providing guidance, instruction, direction and leadership.

Education & Experience

  • 3 - 5+ Years of IT Support experience that directly aligns with the specific responsibilities for this position. (Required)
  • High School diploma or GED or minimum Associate degree in lieu of required experience. (Minimum Required)


  • ITIL is preferred

This position may be subject to Lincolns Political Contribution Policy. An offer of employment may be contingent upon disclosing to Lincoln the details of certain political contributions. Lincoln may decline to extend an offer or terminate employment for this role if it determines political contributions made could have an adverse impact on Lincolns current or future business interests, misrepresentations were made, or for failure to fully disclose applicable political contributions and or fundraising activities.

Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Lincoln Financial Group are considered property of Lincoln Financial Group and are not subject to payment of agency fees.

Lincoln Financial Group (LFG) is an Equal Opportunity employer and, as such, is committed in policy and practice to recruit, hire, compensate, train and promote, in all job classifications, without regard to race, color, religion, sex (including pregnancy), age, national origin, disability, sexual orientation, gender identity and expression, veterans status, or genetic information. Applicants are evaluated on the basis of job qualifications. If you are a person with a disability that impedes your ability to express your interest for a position through our online application process, or require TTY/TDD assistance, contact us by calling 260-455-2558.

Job Details

Date Posted November 21, 2018
Date Closes December 21, 2018
Requisition 57852-en_US
Located In Omaha, NE
Department Information Technology
SOC Category 00-0000.00