IT Support Team Lead: Service Excellence

Rocketlab; Littleton (CO); On-site; USD 81,000 - 101,000; Full time

Job summary

Rocket Lab is seeking a Lead, IT Support to coordinate the day-to-day operations of the Service Desk from multiple sites, including Littleton, CO. You will lead a team of IT professionals, manage ticket queues, and drive regional IT projects.

You will mentor staff, ensure ITAR/EAR compliance, and collaborate with Infrastructure, Launch, and Cybersecurity teams to deliver high‑quality IT services across facilities. This role requires strong leadership and technical skills.

Qualifications

• 5+ years of experience 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 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; PC hardware; Active Directory; at least one scripting language; Microsoft 365; Networking; Virtualization/cloud.

Responsibilities

• Oversee day-to-day functions of the Service Desk, leading a team of up to 10 IT Support staff across the region.
• Oversee daily IT support ticket queue, prioritization, SLA compliance, and workload distribution.
• Troubleshoot complex problems and provide hands-on support for critical incidents.
• Provide clear directions and guidance to the IT support team.
• Lead and execute regional IT projects with a focus on efficiency and effectiveness.
• Document and maintain clear policies and processes; participate in problem management; build partnerships with site leadership.
• Recruit, mentor, and develop a high-performing team; occasional international travel and on-call shifts.

Skills

IT support

Leadership

ITSM tools

ITIL

Team coordination

Problem solving

Travel flexibility

Education

STEM bachelor’s degree or equivalent experience

Tools

Jira

ServiceNow

Microsoft 365

Job description

Rocket Lab is seeking a Lead, IT Support to coordinate the day-to-day operations of the Service Desk from multiple sites, including Littleton, CO. You will lead a team of IT professionals, manage ticket queues, and drive regional IT projects.

You will mentor staff, ensure ITAR/EAR compliance, and collaborate with Infrastructure, Launch, and Cybersecurity teams to deliver high‑quality IT services across facilities. This role requires strong leadership and technical skills.