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Rocket Lab is seeking a Lead, IT Support to oversee day-to-day IT support operations at one of its facilities (Silver Spring MD, Middle River MD, Stennis Space Center MS, Albuquerque NM, or Littleton CO). You will manage a team of up to 10 IT Support staff, 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 handling escalations; providing clear direction and guidance to align the team with organizational goals; leading regional IT projects; documenting and maintaining policies and procedures; participating in problem management to prevent recurring issues; establishing partnerships with site leadership; ensuring compliance with ITAR/EAR and CUI regulations; contributing to continuous improvement; recruiting, mentoring, and developing high-performing IT professionals; and occasional international travel plus routine domestic trips.
You should have 5+ years of progressive responsibility in a support or service role with a STEM-related bachelor's degree (or 9+ years equivalent experience). Some leadership experience, even informal mentoring or training, is required. You must be proficient with ITSM tools (Jira, ServiceNow, or similar) and ITIL frameworks. Extensive technical expertise is needed in at least 4 of: Windows/Linux desktop OS, PC hardware, Active Directory/Group Policy, scripting languages, Microsoft 365, networking infrastructure, or virtualization/cloud technologies. Experience successfully delivering medium-to-complex end-to-end IT projects is essential. Familiarity with AI platforms is a plus. The role may require flexibility for various shifts, including evenings, weekends, and on-call rotation.
