IT Support Team Lead — Regional Tech Operations

Rocket Lab USA; Mississippi; On-site; USD 90,000 - 150,000; Full time

Job summary

Rocket Lab USA is seeking a Lead, IT Support to manage the regional IT Service Desk operations, guiding a team of up to 10 staff across multiple Rocket Lab sites. You will oversee ticket queues, drive SLA compliance, and resolve critical incidents while coordinating with Infrastructure, Launch and Cybersecurity teams.

The ideal candidate has hands-on ITSM experience, ITIL knowledge, and strong leadership. This role may involve travel and varying shifts to support mission-critical operations.

Qualifications

• 5+ years in a support or service role with progressive responsibility.
• Some leadership experience, even informal, like mentoring or training others.
• Hands-on experience with ITSM tools like Jira, ServiceNow or similar, and experience in ITIL.
• Extensive technical expertise in Windows and Linux, Active Directory, scripting, M365, networking or virtualization.
• Experience delivering a medium to complex IT project from requirements to maintenance.

Responsibilities

• Oversee Service Desk operations, leading a team of up to 10 IT Support staff.
• Manage daily ticket queue, prioritize and ensure SLA compliance.
• Troubleshoot complex problems and provide hands-on support for critical incidents.
• Provide clear directions and align team with organizational goals.
• Lead regional IT projects and document policies and processes.
• Ensure ITAR/EAR compliance across sites and security standards.

Skills

Team leadership

ITSM tools

ITIL framework

Windows & Linux

Active Directory

Education

Bachelor's in STEM

Tools

Jira

ServiceNow

Azure

VMware

Job description

Rocket Lab USA is seeking a Lead, IT Support to manage the regional IT Service Desk operations, guiding a team of up to 10 staff across multiple Rocket Lab sites. You will oversee ticket queues, drive SLA compliance, and resolve critical incidents while coordinating with Infrastructure, Launch and Cybersecurity teams.

The ideal candidate has hands-on ITSM experience, ITIL knowledge, and strong leadership. This role may involve travel and varying shifts to support mission-critical operations.