IT Support Team Lead - Regional Operations

Rocketlab; Albuquerque (NM); On-site; USD 120,000 - 170,000; Full time

Job summary

Rocket Lab is seeking a Lead, IT Support to manage the Service Desk and a team of IT professionals across regional facilities. The role emphasizes efficient ticket handling, SLA adherence, and escalation management in a fast-paced aerospace environment.

You will collaborate with Infrastructure, Launch, and Cybersecurity teams while ensuring ITAR/EAR compliance and security standards. Domestic and international travel may be required.

Qualifications

• 5+ years 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 (Jira, ServiceNow) and ITIL framework.

Responsibilities

• Oversee day-to-day functions of the Service Desk, leading a team of IT Support staff.
• Manage incident response and SLA compliance across facilities in the region.
• Triage and resolve escalated technical issues with advanced diagnostics.
• Lead regional IT projects and document policies/procedures.
• Collaborate with Infrastructure, Launch, and Cybersecurity teams.
• Travel domestically and internationally as needed; support evening/weekend rotations.

Skills

IT Leadership

ITSM Tools

Jira

ServiceNow

ITIL

Windows

Linux

AD/GP

Scripting

Microsoft 365

Networking

Virtualization

Cloud

Education

STEM-related bachelor’s degree

Tools

Jira

ServiceNow

ITIL

Job description

Rocket Lab is seeking a Lead, IT Support to manage the Service Desk and a team of IT professionals across regional facilities. The role emphasizes efficient ticket handling, SLA adherence, and escalation management in a fast-paced aerospace environment.

You will collaborate with Infrastructure, Launch, and Cybersecurity teams while ensuring ITAR/EAR compliance and security standards. Domestic and international travel may be required.