IT Support Team Lead: Lead & Optimize Service Desk

Rocket Lab Corporation; Mississippi; On-site; USD 90,000 - 130,000; Full time

Job summary

Rocket Lab is seeking a Lead, IT Support to manage the Service Desk across multiple facilities, including MS sites. You will guide a team of IT professionals, coordinate IT operations, and ensure service levels while working with Infrastructure, Launch and Cybersecurity teams.

The role requires leadership, ITSM expertise, and hands-on technical skills across Windows, Linux, AD, scripting, and cloud tools. On-site work, travel, and ITAR/compliance knowledge are valued.

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 four areas from Windows/Linux, PC hardware, Active Directory/GP, scripting, Microsoft 365, networking, and virtualization.

Responsibilities

• Oversee the day-to-day functions of the Service Desk and lead up to 10 IT Support staff across regions.
• Manage ticket queue, prioritize, allocate workload, and ensure SLA compliance.
• Troubleshoot complex problems, provide hands-on support for critical incidents, and document procedures.
• Lead regional IT projects, improve processes, and establish strong site partnerships.
• Ensure ITAR/EAR and CUI compliance across multiple sites and security standards.
• Recruit, mentor, and develop a high-performing IT team and support ongoing operations.

Skills

Leadership

ITSM

ITIL

Windows

Linux

AD/GP

Scripting

Microsoft 365

Networking

Virtualization

Education

STEM Bachelor's degree or equivalent experience

Tools

Jira

ServiceNow

ITIL

Job description

Rocket Lab is seeking a Lead, IT Support to manage the Service Desk across multiple facilities, including MS sites. You will guide a team of IT professionals, coordinate IT operations, and ensure service levels while working with Infrastructure, Launch and Cybersecurity teams.

The role requires leadership, ITSM expertise, and hands-on technical skills across Windows, Linux, AD, scripting, and cloud tools. On-site work, travel, and ITAR/compliance knowledge are valued.