SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Rocket Lab is seeking a Lead, IT Support to oversee day-to-day IT support operations at one of its regional facilities (Stennis Space Center, MS; Middle River, MD; Silver Spring, MD; Albuquerque, NM; or Littleton, CO). This role manages a team of up to 10 IT Support staff and serves as the operational bridge between frontline support and senior management.
Key responsibilities include:
- Oversee the Service Desk, managing IT support ticket queues with focus on prioritization, timely resolution, and SLA compliance
- Assign and redistribute workload among team members based on skills, capacity, and urgency
- Troubleshoot complex technical issues and provide escalated support for critical incidents
- Lead and execute regional IT projects with emphasis on efficiency and effectiveness
- Develop and maintain clear policies, procedures, and processes
- Participate in problem management to prevent recurring issues
- Establish partnerships with site leadership across the region
- Ensure compliance with ITAR/EAR, CUI regulations, and IT security standards
- Recruit, mentor, and develop high-performing IT professionals
- Contribute to continuous improvement initiatives
- Support multiple facilities across assigned region with occasional international travel and on-call rotation flexibility
Required qualifications include 5+ years in support/service roles with progressive responsibility and a STEM-related bachelor's degree (or 9+ years equivalent experience). Candidates should have some leadership experience (mentoring/training), hands-on ITSM tool expertise (Jira, ServiceNow, or similar), and proficiency in at least 4 technical areas including Windows/Linux, PC hardware, Active Directory, scripting, Microsoft 365, networking, or virtualization. Experience delivering medium-to-complex IT projects end-to-end is essential. Familiarity with AI platforms is a plus.
