IT Service Desk Team Lead - Regional Operations

Rocket Lab Corporation; Auckland; On-site; NZD 95,000 - 135,000; Full time

Job summary

Rocket Lab is seeking a Team Lead - IT Support to oversee a regional service desk, coordinate up to 10 IT staff, and drive efficient delivery of IT services across facilities. The role focuses on ticket management, escalation handling, and SLA adherence, with collaboration across Infrastructure, Launch, and Cybersecurity teams.

The ideal candidate brings 5+ years in IT support, leadership experience, and strong ITSM tool skills, plus a broad technology mix including Windows/Linux, AD, scripting,

Qualifications

• 5+ years in a support or service role with progressive responsibility and a STEM‑related bachelor's degree or equivalent experience (9+ years total).
• Some leadership experience, even informal, like mentoring or training others.
• Hands‑on experience with ITSM tools like Jira, ServiceNow or similar, and experience in following a framework for service delivery such as ITIL.
• Extensive technical expertise in at least 4 of the following areas: Windows/Linux, hardware, Active Directory, scripting, Microsoft 365, networking, virtualization/cloud.

Responsibilities

• Oversee daily IT support ticket queue, prioritisation, timely resolution and SLA compliance.
• Troubleshoot complex problems and provide hands‑on support for critical incidents.
• Provide directions and guidance aligning with goals and service levels.
• Lead regional IT projects focusing on efficiency and effectiveness.
• Document and maintain clear policies, procedures, and processes.
• Participate in problem management to prevent recurring issues.

Skills

Leadership experience

ITSM tools

ITIL framework

Windows & Linux

Active Directory & Group Policy

Scripting

Microsoft 365

Networking

Virtualisation/Cloud

Education

STEM‑related bachelor's degree or equivalent experience

Tools

Jira

ServiceNow

ITIL

Job description

Rocket Lab is seeking a Team Lead - IT Support to oversee a regional service desk, coordinate up to 10 IT staff, and drive efficient delivery of IT services across facilities. The role focuses on ticket management, escalation handling, and SLA adherence, with collaboration across Infrastructure, Launch, and Cybersecurity teams.

The ideal candidate brings 5+ years in IT support, leadership experience, and strong ITSM tool skills, plus a broad technology mix including Windows/Linux, AD, scripting,