IT Support Team Lead - Regional Ops

Rocket Lab USA; Tucson (AZ); On-site; USD 110,000 - 140,000; Full time

Job summary

Rocket Lab USA is seeking an IT Support Lead to oversee the Service Desk across multiple sites in the US. You will manage a team of IT staff, ensure ticket SLA adherence, and resolve complex technical issues while aligning IT services with business needs.

The role requires leadership, hands-on technical skills across Windows/Linux, AD, scripting, Azure/O365, and cloud virtualization, with travel to regional sites as needed. A STEM degree and ITIL experience are preferred.

Qualifications

• 5+ years of support/service experience and STEM degree or equivalent (9+ years total).
• Some leadership experience, formal or informal.
• Hands-on with ITSM tools (Jira, ServiceNow) and ITIL.
• Expertise in 4+ areas: Windows/ Linux, AD, scripting, 365, networking, virtualization/cloud.

Responsibilities

• Oversee daily Service Desk operations and team of up to 10 IT staff.
• Manage ticket queue, prioritization, SLA compliance.
• Troubleshoot complex issues and provide hands-on support.
• Provide clear directions to the team and align with goals.
• Lead regional IT projects and document policies.
• Maintain policies and processes for IT operations.
• Recruit and mentor IT professionals.
• Occasional travel and on-call rotation.

Skills

Jira

ServiceNow

ITIL

Windows & Linux

Active Directory

Scripting

Microsoft 365

Networking

Virtualization/Cloud

Education

STEM bachelor's degree

Tools

Jira

ServiceNow

Job description

Rocket Lab USA is seeking an IT Support Lead to oversee the Service Desk across multiple sites in the US. You will manage a team of IT staff, ensure ticket SLA adherence, and resolve complex technical issues while aligning IT services with business needs.

The role requires leadership, hands-on technical skills across Windows/Linux, AD, scripting, Azure/O365, and cloud virtualization, with travel to regional sites as needed. A STEM degree and ITIL experience are preferred.