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Rocket Lab is seeking a Lead, IT Support to oversee day-to-day IT support operations across multiple regional facilities. This role manages 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 member skills and capacity; troubleshooting complex technical issues and resolving escalated incidents; providing clear direction and guidance to the support team; 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 initiatives; 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 or 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 like Jira or ServiceNow 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; experience successfully delivering and supporting medium to complex end-to-end IT projects; and familiarity with common AI platforms.
Rocket Lab is an end-to-end space company building rockets, spacecraft, and critical subsystems. The IT team supports global operations across computer systems, networks, and devices for all business functions from finance to launch operations.
