Team Lead - IT Support

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

Team Lead - IT Support

Based on site at Rocket Lab's location in Auckland, New Zealand, the Team Lead - IT Support will be responsible for the day-to-day coordination and delivery of IT support services, ensuring efficient ticket management, maintaining service quality standards, and providing escalated technical support to the business. This role acts as the operational bridge between frontline support staff and senior management, and collaborates closely with Infrastructure, Launch and Cybersecurity teams to strengthen partnerships with Client Services.

Strong coordination skills, structured processes, and the ability to drive outcomes in dynamic environments while maintaining adaptability are essential for success in this role.

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 get hands-on experience leading a team, managing operations, and making decisions that matter, all while staying close to the technical work to keep your skills sharp.

As the Team Lead, you will oversee the day-to-day functions of the Service Desk, leading a team of up to 10 IT Support staff. Your primary focus will be on efficiently delivering IT services to facilities across your region. Reporting to the Global Client Services Manager and working closely with fellow Team Leads, you will be the operational heartbeat of our support team: making sure everything runs smoothly, problems get solved quickly, and nothing falls through the cracks.

Oversee daily IT support ticket queue, ensuring appropriate prioritisation, timely resolution and SLA compliance. Assign and redistribute workload among support team members based on skills, capacity, and urgency.

Troubleshoot complex problems requiring advanced diagnostic skills and resolve escalated technical issues. Perform hands-on support for critical incidents requiring immediate attention.

Provide clear directions, instructions, and guidance to the IT support team, aligning them with organisational goals and service levels.

Lead and execute regional IT projects with a focus on efficiency and effectiveness.

Eliminate ambiguity by documenting, implementing, and maintaining 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 applicable export control regulations across multiple sites, and with IT policies, procedures, and security standards.

Contribute to continuous improvement initiatives within the IT department.

Recruit, mentor, and develop a high-performing team of IT professionals.

Occasional international travel, as well as routine domestic trips, may be required.

This position may require flexibility to work various shifts, including evenings, weekends, and participation in an on-call rotation as needed.

You'll bring these 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 of total experience).

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 and proficiency in at least 4 of the following areas:

• Windows and Linux desktop operating systems (including imaging, ongoing maintenance, technical troubleshooting)
• PC hardware (including the ability to assemble and disassemble desktop PCs)
• Active Directory and Group Policy
• At least one scripting language
• Microsoft 365
• Networking infrastructure
• Virtualisation technologies, public / private cloud

Experience successfully delivering and supporting a medium to complex, end-to-end IT project, overseeing all phases from initial requirements gathering and planning through implementation, testing, stakeholder coordination, and ongoing operational support.

Familiarity with common AI platforms and the ability to write effective prompts, evaluate AI-generated outputs, and identify opportunities to leverage AI to improve service delivery and operational efficiency.

These qualifications would be nice to have:

• Certifications in ITIL and HDI-SCM.
• Advanced PowerShell scripting.
• Proficient in utilising Excel for data manipulation, analysis, and visualisation.
• Experience with cloud-based technologies (Azure, O365, AWS).
• Security frameworks and technology: ISO 27001, NIST 800-171, IPSEC, SSL VPNs, firewalls, etc.
• Experience in fast-paced, high-tech industries like semiconductors or aerospace, supporting engineers, labs, manufacturing, and critical operations such as mission control, launch, and test ops.
• Ability to communicate and present complex and technical concepts and ideas to a general audience.

We're on a mission to unlock the potential of space to improve life on Earth, but that's not an easy task. It takes hard work, determination, relentless innovation, teamwork, grit, and an unwavering commitment to achieving what others often deem impossible. Our people out-think, out-work, and out-pace. We pride ourselves on having each other's backs, checking our egos at the door, and rolling up our sleeves on all tasks big and small. We thrive under pressure, work to tight deadlines, and our focus is always on how we can deliver, rather than dwelling on the challenges that stand in the way.