IT Support Team Lead — Regional Operations

Rocket Lab Corporation; Silver Spring (MD); On-site; USD 81,000 - 101,000; Full time

Benefits offered by this job

Medical insurance

HSA option

Dental coverage

Vision coverage

3 weeks vacation

Sick leave 7 days

11 paid holidays

401(k) with company match

Stock purchase program

Flexible schedule

Free meals & snacks

Job summary

Rocket Lab is seeking a Lead, IT Support to coordinate and deliver IT services across facilities. Based on site at multiple locations, you will lead a team of IT professionals, manage tickets, drive regional IT projects, and ensure compliance with ITAR/EAR and security standards.

Ideal candidates will have 5+ years in support with a STEM degree, leadership experience, and strong ITSM tooling (Jira/ServiceNow) experience. Competitive salary and comprehensive benefits are offered.

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 like Jira, ServiceNow or similar, and experience in following a framework for service delivery such as ITIL.

Responsibilities

• Oversee the day-to-day functions of the Service Desk, leading a team of up to 10 IT Support staff across the region.
• Oversee daily IT support ticket queue, prioritization, timely resolution, and SLA compliance.
• Troubleshoot complex problems requiring advanced diagnostic skills and resolve escalated issues; provide hands-on support for critical incidents.
• Provide clear directions and guidance to the IT support team aligned with goals and service levels.
• Lead and execute regional IT projects focused on efficiency and effectiveness.
• Document and maintain clear policies, procedures, and processes; participate in problem management to prevent recurring issues.
• Establish strong partnerships with site leadership across the region.
• Ensure compliance with ITAR/EAR, CUI, and IT policies across sites and security standards.
• Contribute to continuous improvement in the IT department.
• Recruit, mentor, and develop a high-performing IT team; travel may be required.

Skills

Leadership experience

ITSM tools (Jira/ServiceNow)

ITIL framework

Windows & Linux

Active Directory & Group Policy

Scripting language

Microsoft 365

Networking

Virtualization & cloud

AI platforms familiarity

Education

STEM bachelor’s degree or equivalent experience

Tools

Jira

ServiceNow

Job description

Rocket Lab is seeking a Lead, IT Support to coordinate and deliver IT services across facilities. Based on site at multiple locations, you will lead a team of IT professionals, manage tickets, drive regional IT projects, and ensure compliance with ITAR/EAR and security standards.

Ideal candidates will have 5+ years in support with a STEM degree, leadership experience, and strong ITSM tooling (Jira/ServiceNow) experience. Competitive salary and comprehensive benefits are offered.