Lead IT Support - Regional IT Operations Team Lead

Rocket Lab USA; Silver Spring (MD); On-site; USD 81,000 - 101,000; Full time

Benefits offered by this job

Top-tier medical benefits

Company equity

HSA plan option

Dental and vision coverage

3 weeks paid vacation

11 paid holidays

401(k) with company match

Stock purchase program

Free breakfast and lunch catered (2x/周

Free snacks/drinks

Job summary

Rocket Lab is seeking a Lead, IT Support to guide the regional Service Desk, coordinating up to 10 IT staff and ensuring timely ticket resolution and SLA adherence.

You will mentor team members, drive regional IT projects, and collaborate with Infrastructure, Launch, and Cybersecurity teams while maintaining ITAR/EAR compliance. This role blends leadership with hands-on technical work in a fast-paced aerospace environment.

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 and Group Policy, at least one scripting language, Microsoft 365, Networking, Virtualization/cloud.
• Experience delivering and supporting a medium to complex, end-to-end IT project.
• Familiarity with AI platforms and the ability to write effective prompts, evaluate AI-generated outputs, and identify opportunities to leverage AI to improve service delivery and operational efficiency.

Responsibilities

• Oversee the day-to-day functions of the Service Desk, leading a team of up to 10 IT Support staff and regional operations.
• Manage daily IT support ticket queue, prioritize, resolve, 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 aligned with goals and SLAs.
• Lead regional IT projects focusing on efficiency and effectiveness.
• Document and maintain clear policies, procedures, and processes.
• Participate in problem management to prevent recurrence.
• Establish partnerships with site leadership across the region.
• Ensure ITAR/EAR and CUI compliance across multiple sites and IT policies.
• Contribute to continuous improvement initiatives within IT.
• Recruit, mentor, and develop a high-performing IT team.
• Occasional international and routine domestic travel; flexible shifts and on-call rotation.

Skills

Leadership experience

ITSM experience

AI familiarity

End-to-end project delivery

Effective communication

Education

STEM bachelor's degree or equivalent

Tools

Jira

ServiceNow

Job description

Rocket Lab is seeking a Lead, IT Support to guide the regional Service Desk, coordinating up to 10 IT staff and ensuring timely ticket resolution and SLA adherence.

You will mentor team members, drive regional IT projects, and collaborate with Infrastructure, Launch, and Cybersecurity teams while maintaining ITAR/EAR compliance. This role blends leadership with hands-on technical work in a fast-paced aerospace environment.