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Rocket Lab is seeking a Supervisor, IT Support to lead the day-to-day operations of the Service Desk at their Long Beach headquarters. You will oversee a team of up to 10 IT Support staff, managing ticket queues, prioritizing work, and ensuring SLA compliance across multiple regional facilities.
Key responsibilities include:
- Supervise and mentor a team of IT support professionals, handling recruitment, development, and performance management
- Manage the IT support ticket queue, assigning work based on skills, capacity, and urgency
- Troubleshoot complex technical issues and provide escalated support for critical incidents
- Lead regional IT projects from requirements gathering through implementation and ongoing support
- Establish and maintain clear policies, procedures, and documentation to eliminate ambiguity
- Partner with site leadership across the region and collaborate with Infrastructure, Launch, and Cybersecurity teams
- Ensure compliance with ITAR/EAR, CUI regulations, and IT security standards
- Participate in problem management to prevent recurring issues
- Contribute to continuous improvement initiatives
- Occasional international travel and routine domestic trips; flexibility for evening/weekend shifts and on-call rotation as needed
You bring 10+ years of progressive experience in IT support or service roles, with some leadership experience (mentoring, training). You have hands-on expertise in at least 4 technical areas: Windows/Linux desktop OS, PC hardware, Active Directory/Group Policy, scripting, Microsoft 365, networking infrastructure, or virtualization/cloud. You're proficient with ITSM tools (Jira, ServiceNow) and ITIL frameworks. You've successfully delivered complex end-to-end IT projects and are familiar with AI platforms and prompt engineering. A high school diploma or GED is required.
