IT Support Team Lead — Lead, Solve, and Elevate IT

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

Benefits offered by this job

Company equity

Medical, dental and vision coverage

401(k) with company match

Paid vacation and sick leave

Onsite snacks

Job summary

Rocket Lab USA is seeking a Lead IT Support to supervise the Service Desk across multiple facilities, driving IT operations, incident resolution, and regional projects. This role blends hands-on technical work with leadership responsibilities.

You will mentor a team, enforce IT policies, and collaborate with Infrastructure, Launch, and Cybersecurity teams to maintain service quality while ensuring ITAR/EAR compliance. International/domestic travel and shift flexibility are possible.

Qualifications

• 5+ years in a support or service role with progressive responsibility and a STEM bachelor's degree or equivalent experience
• Some leadership experience, even informal
• Hands-on experience with ITSM tools like Jira, ServiceNow or similar, and experience with ITIL framework
• Proficiency in at least 4 areas: Windows/Linux, PC hardware, Active Directory, scripting, Microsoft 365, networking, virtualization/cloud
• Experience delivering end-to-end IT projects from requirements to operations
• Familiarity with AI platforms and ability to leverage AI to improve service delivery

Responsibilities

• Oversee day-to-day functions of the Service Desk and lead up to 10 IT Support staff
• Manage ticket queue, prioritization, SLA adherence and workload distribution
• Troubleshoot complex issues and provide escalated support
• Provide clear guidance to the IT team aligned with goals and SLAs
• Lead regional IT projects and document policies and processes
• Participate in problem management and ongoing improvements
• Partner with site leadership across the region and ensure ITAR/EAR/CUI compliance
• Mentor and develop IT staff; may require travel and shift flexibility

Skills

ITSM tools

ITIL framework

Windows/Linux

Active Directory

Scripting

Microsoft 365

Networking

Virtualization/Cloud

AI platforms knowledge

Education

STEM bachelor degree or equivalent

Tools

Jira

ServiceNow

ITIL framework

Azure/AWS

Job description

Rocket Lab USA is seeking a Lead IT Support to supervise the Service Desk across multiple facilities, driving IT operations, incident resolution, and regional projects. This role blends hands-on technical work with leadership responsibilities.

You will mentor a team, enforce IT policies, and collaborate with Infrastructure, Launch, and Cybersecurity teams to maintain service quality while ensuring ITAR/EAR compliance. International/domestic travel and shift flexibility are possible.