IT Support Team Lead — Elevate Service Desk & Ops

Rocketlab; Middle River (MD); On-site; USD 88,000 - 110,000; Full time

Benefits offered by this job

Medical Insurance

Dental & Vision

401(k) with company match

Paid vacation 3 weeks

Sick leave 5 days

11 paid holidays

HSA option

Parental leave

Disability & Life Insurance

Employee stock purchase program

Snacks & drinks onsite

Job summary

Rocket Lab is seeking a Lead, IT Support to oversee day-to-day Service Desk operations across multiple facilities. You will lead a team of up to 10 IT Support staff, drive incident resolution, SLA adherence, and regional IT projects, while collaborating with Infrastructure, Launch and Cybersecurity teams.

This role requires strong technical and leadership skills, experience with ITSM tools, ITIL, and a hands-on approach to IT operations with a commitment to security and process improvement.

Qualifications

• Experience in a leadership or mentoring role within IT support teams.
• Strong knowledge of ITIL-aligned service delivery and ITSM tooling.
• Experience delivering medium to complex IT projects end-to-end.
• Ability to work across regions and collaborate with cross-functional teams.

Responsibilities

• Oversee day-to-day Service Desk operations, leading up to 10 IT Support staff.
• Manage ticket queue, prioritization, SLA adherence, and workload distribution.
• Troubleshoot complex issues and provide escalation handling for critical incidents.
• Provide guidance to the team and align with organizational goals and SLAs.
• Lead regional IT projects and document policies, procedures, and processes.
• Partner with site leadership and cross-functional teams to improve service delivery.
• Ensure ITAR/EAR and security policy compliance across sites.
• Mentor and develop a high-performing IT team and recruit as needed.
• Occasional international and domestic travel; on-call rotation and varied shifts.

Skills

IT leadership

IT support

ITIL

ITSM tools (Jira, ServiceNow)

Scripting (PowerShell)

AI platforms experience

Communication skills

Education

STEM related bachelor’s degree or equivalent experience

Tools

Jira

ServiceNow

ITIL

PowerShell

Active Directory

Microsoft 365

Networking

Job description

Rocket Lab is seeking a Lead, IT Support to oversee day-to-day Service Desk operations across multiple facilities. You will lead a team of up to 10 IT Support staff, drive incident resolution, SLA adherence, and regional IT projects, while collaborating with Infrastructure, Launch and Cybersecurity teams.

This role requires strong technical and leadership skills, experience with ITSM tools, ITIL, and a hands-on approach to IT operations with a commitment to security and process improvement.