IT Support Team Lead — Drive Service Excellence

Rocket Lab USA; Middle River (FL); On-site; USD 88,000 - 110,000; Full time

Benefits offered by this job

Top-tier medical coverage (HMO/PPO)

Company-sponsored HSA option

Dental and vision coverage

3 weeks paid vacation

5 days sick leave per year

11 paid holidays

401(k) with company match

Stock purchase program (discounted)

Free snacks/drinks onsite

Job summary

Rocket Lab USA is seeking a Lead, IT Support to coordinate regional IT services from on-site locations. You will supervise a team of IT professionals, manage service desk operations, and drive incident resolution with ITIL-aligned processes.

You’ll collaborate with Infrastructure and Cybersecurity teams to maintain high service quality. You bring 5+ years in IT support with leadership, strong Jira/ServiceNow experience, and broad tech skills across Windows, Linux, AD, scripting, and cloud.

Qualifications

• 5+ years in a support or service role with progressive responsibility and a STEM degree or equivalent.
• Some leadership experience, formal or informal, mentoring or training others.
• Hands-on with ITSM tools (Jira, ServiceNow) and ITIL-style service delivery.
• Strong cross-disciplinary tech skills across OS, AD, scripting, and cloud readiness.

Responsibilities

• Oversee day-to-day Service Desk operations and lead up to 10 IT Support staff across the region.
• Manage ticket queue, prioritize, resolve, and ensure SLA compliance.
• Troubleshoot complex issues and provide hands-on support for critical incidents.
• Provide direction and guidance aligning with service levels and goals.
• Lead regional IT projects and document policies, processes, and governance.
• Participate in problem management and partner with site leaders regionally.
• Ensure ITAR/EAR, CUI, and security policy compliance across sites.
• Recruit, mentor, and develop a high-performing IT team; travel may be required.

Skills

IT leadership

ITSM tools

ITIL

Windows OS

Linux

AD/GP

Scripting

Microsoft 365

Networking

Virtualization

Cloud

Education

STEM bachelor’s degree or equivalent

Tools

Jira

ServiceNow

ITIL

Job description

Rocket Lab USA is seeking a Lead, IT Support to coordinate regional IT services from on-site locations. You will supervise a team of IT professionals, manage service desk operations, and drive incident resolution with ITIL-aligned processes.

You’ll collaborate with Infrastructure and Cybersecurity teams to maintain high service quality. You bring 5+ years in IT support with leadership, strong Jira/ServiceNow experience, and broad tech skills across Windows, Linux, AD, scripting, and cloud.