IT Support Lead — Regional Operations

Rocket Lab Corporation; Albuquerque (NM); On-site; USD 110,000 - 160,000; Full time

Job summary

Rocket Lab is seeking a Lead, IT Support to oversee the Service Desk operations across our regional facilities, including Albuquerque, NM. You will manage up to 10 IT Support staff, drive ITIL-based service delivery, and coordinate across Infrastructure, Launch, and Cybersecurity teams to meet service levels.

You will lead regional IT projects, document policies, and ensure ITAR/EAR and CUI compliance while mentoring a high-performing team and collaborating with site leadership.

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 and proficiency in at least 4 of the listed areas (Windows/Linux, AD, scripting, 365, networking, virtualization).
• Experience delivering and supporting a medium to complex IT project from requirements to operations.

Responsibilities

• Oversee the day-to-day functions of the Service Desk and a team of up to 10 IT Support staff.
• Manage daily IT support ticket queue and ensure SLA compliance.
• Troubleshoot complex problems and provide hands-on support for critical incidents.
• Provide clear directions and guidance to the IT support team aligned with goals.
• Lead regional IT projects and document policies, procedures, and processes.
• Participate in problem management to prevent recurring issues.
• Establish partnerships with site leadership and ensure regulatory compliance (ITAR/EAR, CUI).
• Recruit, mentor, and develop IT professionals; may require international/domestic travel.
• Occasional shifts, evenings, weekends, and on-call rotation.

Skills

Leadership experience

IT service management

ITIL framework

Supporting cross-functional teams

Education

STEM bachelor’s degree

Tools

Jira

ServiceNow

Active Directory

PowerShell

Microsoft 365

Job description

Rocket Lab is seeking a Lead, IT Support to oversee the Service Desk operations across our regional facilities, including Albuquerque, NM. You will manage up to 10 IT Support staff, drive ITIL-based service delivery, and coordinate across Infrastructure, Launch, and Cybersecurity teams to meet service levels.

You will lead regional IT projects, document policies, and ensure ITAR/EAR and CUI compliance while mentoring a high-performing team and collaborating with site leadership.