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Rocket Lab is seeking a Lead, IT Support to oversee day-to-day IT support operations at one of its regional locations (Middle River MD, Silver Spring MD, Stennis Space Center MS, 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: overseeing the Service Desk 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; managing problem prevention activities; building partnerships with site leadership; ensuring ITAR/EAR and CUI compliance across multiple sites; contributing to continuous improvement; recruiting, mentoring, and developing IT professionals; and occasional international travel with 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 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 of: Windows/Linux desktop OS, PC hardware, Active Directory/Group Policy, scripting languages, Microsoft 365, networking infrastructure, or virtualization/cloud technologies; proven ability to deliver and support medium-to-complex end-to-end IT projects from requirements through implementation and ongoing support; familiarity with common AI platforms.
This position is ideal for someone with strong technical and operational skills seeking a career path into management, offering hands-on experience leading teams and making impactful decisions while maintaining technical proficiency.
