Regional IT Support Lead – Hands-on, High-Impact Ops

Rocket Lab USA; Auckland; On-site; NZD 90,000 - 130,000; Full time

Job summary

Rocket Lab USA in Auckland, New Zealand is seeking a Team Lead - IT Support to coordinate day-to-day IT services, manage tickets, and ensure service quality. You will bridge frontline staff and management while collaborating with Infrastructure, Launch and Cybersecurity teams to strengthen operations.

You will lead a team of up to 10 staff across facilities, oversee ticket queues, enforce SLA, resolve escalated issues, and drive IT projects regionally.

Qualifications

• 5+ years of experience 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 and Linux desktop OS, PC hardware, Active Directory and Group Policy, at least one scripting language, Microsoft 365, Networking, Virtualisation/cloud.
• Experience delivering and supporting a medium to complex IT project from requirements to ongoing support.
• Familiarity with AI platforms and ability to write prompts, evaluate outputs, and identify AI opportunities to improve service delivery.

Responsibilities

• Oversee daily IT support ticket queue, ensuring prioritisation, timely resolution and SLA compliance.
• Assign and redistribute workload among team members based on skills, capacity, and urgency.
• Troubleshoot complex problems requiring advanced diagnostic skills and resolve escalated issues.
• Provide clear directions to the IT support team, aligning with goals and service levels.
• Lead and execute regional IT projects focused on efficiency and effectiveness.
• Document and maintain clear policies, procedures, and processes.
• Participate in problem management to prevent recurring issues.
• Establish partnerships with site leadership across the region.
• Ensure compliance with export control regulations and IT security policies.
• Recruit, mentor, and develop a high-performing IT team.
• Occasional international and domestic travel; on-call rotation as needed.

Skills

Leadership experience

ITIL framework

ITSM tools

Strong coordination

SLA management

Stakeholder communication

Problem solving

Education

STEM-related bachelor's degree or equivalent experience

Tools

Jira

ServiceNow

ITIL

Job description

Rocket Lab USA in Auckland, New Zealand is seeking a Team Lead - IT Support to coordinate day-to-day IT services, manage tickets, and ensure service quality. You will bridge frontline staff and management while collaborating with Infrastructure, Launch and Cybersecurity teams to strengthen operations.

You will lead a team of up to 10 staff across facilities, oversee ticket queues, enforce SLA, resolve escalated issues, and drive IT projects regionally.