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Rocket Lab is seeking an IT Support Team Lead based at one of its locations (Littleton, CO; Middle River, MD; Silver Spring, MD; Stennis Space Center, MS; or Albuquerque, NM). This role oversees day-to-day IT support operations, leading a team of up to 10 IT support staff and serving as the operational bridge between frontline support and senior management.
Key responsibilities include managing the IT support ticket queue with focus on SLA compliance and timely resolution, assigning and redistributing workload based on team skills and capacity, troubleshooting complex technical issues, and providing hands-on support for critical incidents. You will lead regional IT projects, establish clear policies and procedures, participate in problem management to prevent recurring issues, and maintain partnerships with site leadership across multiple facilities.
The role requires ensuring compliance with ITAR/EAR and CUI regulations, contributing to continuous improvement initiatives, recruiting and mentoring high-performing IT professionals, and collaborating closely with Infrastructure, Launch, and Cybersecurity teams. You'll work with ITSM tools like Jira or ServiceNow, follow ITIL frameworks, and may require occasional international travel and flexibility for various shifts including on-call rotation.
Required qualifications: 5+ years in support/service roles with progressive responsibility and a STEM-related bachelor's degree (or 9+ years equivalent experience). Some leadership experience, hands-on ITSM tool expertise, 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.
