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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.
The Team Lead - IT Support role is based on-site in Auckland, New Zealand. You will oversee day-to-day IT support service delivery, managing a team of up to 10 IT Support staff and acting as the operational bridge between frontline support staff and senior management. You report to the Global Client Services Manager and collaborate closely with Infrastructure, Launch, and Cybersecurity teams.
Key responsibilities include:
- Oversee the Service Desk ticket queue, ensuring appropriate prioritization, timely resolution, and SLA compliance. Assign and redistribute workload based on skills, capacity, and urgency.
- Troubleshoot complex technical problems and resolve escalated issues. Perform hands-on support for critical incidents.
- Provide clear direction and guidance to the IT support team, aligning them with organizational goals and service levels.
- Lead and execute regional IT projects with focus on efficiency and effectiveness.
- Document, implement, and maintain clear policies, procedures, and processes.
- Participate in problem management activities to prevent recurring issues.
- Establish and maintain robust partnerships with site leadership across the region.
- Ensure compliance with export control regulations (ITAR), IT policies, procedures, and security standards.
- Contribute to continuous improvement initiatives within IT.
- Recruit, mentor, and develop a high-performing team of IT professionals.
- Occasional international travel and routine domestic trips may be required.
- Flexibility to work various shifts, including evenings, weekends, and on-call rotation as needed.
This position is ideal for someone with strong technical and operational skills who has a natural leadership attitude and is seeking a future career in management. You'll gain hands-on experience leading a team, managing operations, and making decisions while staying close to technical work.
QUALIFICATIONS:
- 5+ years of experience in a support or service role with progressive responsibility and a STEM-related bachelor's degree, OR 9+ years of total experience without the degree.
- Some leadership experience, even informal (mentoring, training others).
- Hands-on experience with ITSM tools (Jira, ServiceNow, or similar) and experience following a service delivery framework such as ITIL.
- Extensive technical expertise and proficiency in at least 4 of the following: Windows and Linux desktop operating systems (imaging, maintenance, troubleshooting); PC hardware (assembly/disassembly); Active Directory and Group Policy; at least one scripting language; Microsoft 365; networking infrastructure; virtualization technologies and public/private cloud.
- Experience successfully delivering and supporting a medium to complex, end-to-end IT project, overseeing all phases from requirements gathering and planning through implementation, testing, stakeholder coordination, and ongoing operational support.
- Familiarity with common AI platforms and ability to write effective prompts, evaluate AI-generated outputs, and identify opportunities to leverage AI for service delivery and operational efficiency.
NICE TO HAVE:
- ITIL and HDI-SCM certifications.
- Advanced PowerShell scripting.
- Proficiency in Excel for data manipulation, analysis, and visualization.
- Experience with cloud-based technologies (Azure, O365, AWS).
- Security frameworks and technology knowledge (ISO 27001, NIST 800-171, IPSEC, SSL VPNs, firewalls).
- Experience in fast-paced, high-tech industries like semiconductors or aerospace, supporting engineers, labs, manufacturing, and critical operations (mission control, launch, test ops).
- Ability to communicate and present complex technical concepts to a general audience.
IMPORTANT: For New Zealand positions, background checks including nationality checks will be undertaken prior to employment offers. You may be ineligible if you do not hold citizenship of Australia, Japan, New Zealand, Switzerland, the European Union, or a NATO country, or if you hold ineligible dual citizenship or nationality, as you must be eligible to access equipment and data regulated by ITAR.
