IT Support Team Lead - Regional Operations & Service Delivery

Rocketlab; Tucson (AZ); On-site; USD 110,000 - 150,000; Full time

Job summary

Rocket Lab is seeking an experienced Lead, IT Support to oversee the day-to-day operations of the Service Desk across regional facilities. You’ll manage a team of IT professionals, ensure SLA adherence, and coordinate with Infrastructure, Launch and Cybersecurity teams to deliver reliable IT services.

This on-site role requires strong technical leadership, hands-on problem solving, and the ability to drive regional IT projects while maintaining ITAR/EAR compliance and data security across

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, like mentoring or training others.
• Hands‑on experience with ITSM tools like Jira, ServiceNow or similar, and experience in IT service delivery frameworks such as ITIL.
• Extensive technical expertise in at least 4 of: Windows and Linux desktops, PC hardware, Active Directory/GP, scripting, Microsoft 365, networking, virtualization/cloud.
• Experience delivering and supporting medium to complex IT projects end-to-end.
• Familiarity with AI platforms, prompts, evaluating outputs, and applying AI to improve service delivery.

Responsibilities

• Oversee day-to-day functions of the Service Desk, leading a team of IT Support staff.
• Ensure ticket queue prioritization, timely resolution, and SLA compliance.
• Troubleshoot complex issues and provide hands-on support for critical incidents.
• Provide clear directions and guidance to the IT support team aligned with SLAs.
• Lead regional IT projects focused on efficiency and effectiveness.
• Document and maintain clear policies, procedures, and processes.
• Participate in problem management and build partnerships with site leadership.

Skills

IT leadership

ITSM tools

ITIL framework

Windows OS

Linux OS

Active Directory

Scripting

Microsoft 365

Networking

Virtualization/Cloud

IT projects

Education

STEM degree

Tools

Jira

ServiceNow

ITIL

Job description

Rocket Lab is seeking an experienced Lead, IT Support to oversee the day-to-day operations of the Service Desk across regional facilities. You’ll manage a team of IT professionals, ensure SLA adherence, and coordinate with Infrastructure, Launch and Cybersecurity teams to deliver reliable IT services.

This on-site role requires strong technical leadership, hands-on problem solving, and the ability to drive regional IT projects while maintaining ITAR/EAR compliance and data security across