SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Rocket Lab is an end-to-end space company building rockets, spacecraft, and critical subsystems. The IT Support Lead role is based at one of Rocket Lab's locations (Middle River MD, Silver Spring MD, Stennis Space Center MS, Albuquerque NM, or Littleton CO) and oversees day-to-day IT support operations, managing a team of up to 10 IT Support staff.
You will serve as the operational bridge between frontline support staff and senior management, reporting to the Global Client Services Manager. Key responsibilities include: managing the IT support ticket queue with focus on SLA compliance and timely resolution; assigning and redistributing workload based on skills and urgency; troubleshooting complex technical issues and escalations; providing clear direction and guidance to the support team; leading regional IT projects; documenting and maintaining policies and procedures; managing problem prevention activities; building partnerships with site leadership; ensuring ITAR/EAR and CUI compliance; contributing to continuous improvement; recruiting, mentoring, and developing high-performing IT professionals; and occasional international travel with flexibility for various shifts including evenings, weekends, and on-call rotation.
Required qualifications: 5+ years in a support/service role with progressive responsibility and a STEM-related bachelor's degree (or 9+ years equivalent experience); some leadership experience such as mentoring or training; hands-on experience with ITSM tools (Jira, ServiceNow, or similar) and ITIL framework; extensive technical expertise in at least 4 areas including Windows/Linux desktop OS, PC hardware, Active Directory/Group Policy, scripting languages, Microsoft 365, networking infrastructure, or virtualization/cloud technologies; successful delivery and support of medium to complex end-to-end IT projects; and familiarity with common AI platforms.
