IT Support Team Lead: Regional Ops & Mentorship

Rocket Lab; Center (TX); On-site; USD 90,000 - 150,000; Full time

Job summary

Rocket Lab is seeking an IT Support Team Lead to direct the Service Desk across regional facilities. You will manage a team of up to 10 technicians, drive incident resolution, and ensure reliable IT services that underpin launches and operations.

You will oversee the daily ticket queue, SLA adherence, and workload distribution while collaborating with Infrastructure, Launch and Cybersecurity teams to strengthen partnerships and service quality.

Qualifications

• 5+ years in a support or service role with a STEM related bachelor’s degree or equivalent experience (9+ years total 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 following a framework for service delivery such as ITIL.
• Extensive technical expertise and proficiency in at least 4 of the following areas: Windows and Linux desktop OS, AD, scripting, Microsoft 365, Networking, Virtualization/cloud.

Responsibilities

• Oversee day-to-day Service Desk operations, leading a team of up to 10 IT Support staff across regions.
• Oversee daily IT support ticket queue, prioritization, SLA compliance and workload distribution.
• Troubleshoot complex problems, provide escalated support and hands-on assistance for critical incidents.
• Lead regional IT projects and document policies, procedures, and processes.
• Establish and maintain partnerships with site leadership and ensure ITAR/EAR compliance across sites.

Job description

Rocket Lab is seeking an IT Support Team Lead to direct the Service Desk across regional facilities. You will manage a team of up to 10 technicians, drive incident resolution, and ensure reliable IT services that underpin launches and operations.

You will oversee the daily ticket queue, SLA adherence, and workload distribution while collaborating with Infrastructure, Launch and Cybersecurity teams to strengthen partnerships and service quality.