IT Support Lead – Global Operations

Rocketlab; Long Beach (CA); On-site; USD 77,000 - 96,000; Full time

Benefits offered by this job

Employee Stock Purchase Program

Comprehensive benefits package

Stock-based compensation

Job summary

Rocket Lab is seeking a seasoned Supervisor, IT Support, on-site at our Long Beach, CA headquarters. You will lead the Service Desk, manage ticket queues, mentor up to 10 staff, and drive regional IT projects while ensuring adherence to IT policies and ITAR/EAR compliance.

Ideal candidates bring 10+ years in IT support, leadership experience, ITSM tool proficiency (Jira, ServiceNow), ITIL knowledge, and hands-on skills across Windows/Linux, AD, scripting, Microsoft 365, networking, and

Qualifications

• 10+ years in a support or service role with progressive responsibility.
• Some leadership experience, even informal, like mentoring or training others.
• Hands-on experience with ITSM tools like Jira, ServiceNow or similar, and experience in ITIL.
• Extensive technical expertise in at least 4 of the following areas: Windows and Linux, AD, scripting, Microsoft 365, networking, virtualization.
• Experience delivering medium to complex IT projects from requirements through deployment.
• Familiarity with AI platforms and ability to leverage AI to improve service delivery.

Responsibilities

• Oversee day-to-day functions of the Service Desk, leading a team of up to 10 IT Support staff.
• Ensure prioritization, timely resolution and SLA compliance for tickets.
• Troubleshoot complex problems and provide hands-on support for critical incidents.
• Provide directions and guidance to the IT support team, aligning with goals and SLAs.
• Lead regional IT projects focused on efficiency and effectiveness.
• Document and maintain clear policies, procedures, and processes.
• Engage in problem management to prevent recurring issues.
• Build partnerships with site leadership across the region.
• Ensure ITAR/EAR and security policy compliance across sites.
• Contribute to continuous improvement in IT department.
• Recruit and mentor a high-performing IT team.
• Occasional travel and on-call rotations may be required.

Skills

10+ years experience

Leadership

ITSM tools (Jira)

ITSM tools (ServiceNow)

ITIL framework

Microsoft 365

Networking

Scripting

Windows/Linux

Virtualization/cloud

Education

High school diploma or GED

Tools

Jira

ServiceNow

ITIL framework

Azure

Office 365

AWS

Job description

Rocket Lab is seeking a seasoned Supervisor, IT Support, on-site at our Long Beach, CA headquarters. You will lead the Service Desk, manage ticket queues, mentor up to 10 staff, and drive regional IT projects while ensuring adherence to IT policies and ITAR/EAR compliance.

Ideal candidates bring 10+ years in IT support, leadership experience, ITSM tool proficiency (Jira, ServiceNow), ITIL knowledge, and hands-on skills across Windows/Linux, AD, scripting, Microsoft 365, networking, and