IT Support Team Lead — Regional Ops & Mentorship

Rocket Lab; Tucson (AZ); On-site; USD 90,000 - 140,000; Full time

Job summary

Rocket Lab is seeking a Lead, IT Support to coordinate and deliver IT services across regional facilities. You will oversee a team of IT Support staff, manage the service desk queue, and drive IT projects while ensuring policy compliance and high service quality.

This role requires strong ITSM, leadership experience, and hands-on expertise in Windows, AD, scripting, and cloud tools. On-site work across Rocket Lab locations is expected, with flexibility for travel and shifts.

Qualifications

• 5+ years in a support or service role with progressive responsibility and a STEM related bachelor’s degree or equivalent experience (9+ years total).
• Some leadership experience, even informal, like mentoring or training others.
• Hands-on experience with ITSM tools like Jira, ServiceNow or similar, and experience with ITIL framework.

Responsibilities

• Oversee the day-to-day functions of the Service Desk, leading a team of up to 10 IT Support staff.
• Manage daily IT support ticket queue and ensure SLA compliance.
• Troubleshoot complex problems and provide hands-on support for critical incidents.
• Provide clear directions and guidance to the IT support team, aligning with goals and service levels.
• Lead regional IT projects and document policies, procedures, and processes.
• Partner with site leadership and ensure ITAR/EAR and CUI regulatory compliance.

Skills

ITSM experience

Leadership

ITIL framework

Troubleshooting

Cross-functional collaboration

Education

STEM bachelor’s degree or equivalent

Tools

Jira

ServiceNow

Active Directory

Microsoft 365

Job description

Rocket Lab is seeking a Lead, IT Support to coordinate and deliver IT services across regional facilities. You will oversee a team of IT Support staff, manage the service desk queue, and drive IT projects while ensuring policy compliance and high service quality.

This role requires strong ITSM, leadership experience, and hands-on expertise in Windows, AD, scripting, and cloud tools. On-site work across Rocket Lab locations is expected, with flexibility for travel and shifts.