IT Support Team Lead: Regional Operations & Projects

Rocket Lab Corp.; Littleton, Northern (CO, KY); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Rocket Lab is seeking a Lead, IT Support to coordinate a regional service desk of up to 10 staff. You will ensure timely IT service delivery across facilities, escalate incidents when needed, and align operations with IT policies and compliance standards.

You’ll guide and mentor team members, drive regional IT projects, and partner with site leadership to enhance service quality while remaining hands-on with technical work and strategic initiatives.

Qualifications

• 5+ years in a support or service role with rising responsibility and a STEM bachelor’s degree or equivalent.
• Some leadership experience, formal or informal.
• Hands-on ITSM tool experience (Jira, ServiceNow) and ITIL framework familiarity.

Responsibilities

• Oversee day-to-day Service Desk operations across the region with up to 10 staff.
• Manage ticket queues, prioritize workloads, and ensure SLA compliance.
• Troubleshoot complex issues and support critical incidents with rapid response.
• Provide clear guidance to the IT support team aligned to service levels.
• Lead regional IT projects to improve efficiency and effectiveness.
• Document policies and processes to reduce ambiguity and improve operations.
• Partner with site leadership to strengthen cross-site collaboration.
• Ensure ITAR/EAR and internal IT policies compliance across multiple sites.
• Mentor and develop team members; support travel as needed.
• Participate in on-call rotation and occasional shift flexibility.

Skills

Leadership experience

IT service management

ITSM tools

Jira

ServiceNow

ITIL framework

Education

STEM bachelor’s degree

Tools

Jira

ServiceNow

ITIL

Job description

Rocket Lab is seeking a Lead, IT Support to coordinate a regional service desk of up to 10 staff. You will ensure timely IT service delivery across facilities, escalate incidents when needed, and align operations with IT policies and compliance standards.

You’ll guide and mentor team members, drive regional IT projects, and partner with site leadership to enhance service quality while remaining hands-on with technical work and strategic initiatives.