IT Support Team Lead - Regional Operations & Leadership

Rocket Lab USA

Albuquerque (NM)

On-site

USD 100,000 - 150,000

Full time

10 days ago

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Job summary

Rocket Lab USA is seeking a Lead, IT Support to manage and mentor a regional IT service desk. You will coordinate IT support across multiple sites, resolve escalated incidents, and drive regional IT projects with a strong emphasis on process and policy adherence.

The role requires hands-on technical leadership, ITIL-aligned service delivery, and collaboration with site leadership to ensure secure, reliable operations. Travel and on-call rotations may be required.

Qualifications

5+ years in a support or service role with progressive responsibility and STEM degree or equivalent
Some leadership experience, even informal
Hands-on experience with ITSM tools (Jira, ServiceNow) and ITIL framework
Proficiency in Windows and Linux desktops, AD/GPO, scripting, Microsoft 365, networking, virtualization/cloud
Experience delivering end-to-end IT projects from requirements to support
Familiarity with AI platforms and ability to leverage prompts to improve service delivery

Responsibilities

Oversee daily Service Desk operations and lead a team of IT Support staff (up to 10).
Manage ticket queue, prioritization, SLA compliance, and workload distribution.
Troubleshoot complex issues and provide hands-on support for critical incidents.
Provide clear directions and guidance to the IT support team.
Lead regional IT projects and document policies and processes.
Participate in problem management and partner with site leadership.
Ensure ITAR/EAR and CUI compliance across sites and IT policies.
Recruit, mentor, and develop IT professionals; travel may be required.
Support shifts including evenings, weekends, and on-call rotation.