Lead IT Support: Team Lead for Global Service Desk

Rocketlab

Silver Spring (MD)

On-site

USD 81,000 - 101,000

Full time

9 days ago

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Benefits offered by this job

Company equity

Medical, dental, vision benefits

HSA plan (company-sponsored)

Vacation & sick leave

Job summary

Rocket Lab is seeking a Lead, IT Support to supervise the Service Desk across multiple facilities in the United States, including MD sites. You will lead up to 10 IT Support staff, report to the Global Client Services Manager, and act as the operational heartbeat of the team, ensuring smooth IT service delivery, fast issue resolution, and alignment with regional objectives.

You will manage ticket queues, assign work, mentor engineers, drive regional IT projects, document policies, and ensure

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 in ITIL-based service delivery.

Responsibilities

Oversee day-to-day Service Desk functions for a regional footprint.
Lead and mentor IT Support staff, manage ticket queues and SLA compliance.
Troubleshoot complex issues and provide escalated support for critical incidents.
Lead regional IT projects and document/maintain clear policies and procedures.
Ensure ITAR/EAR and CUI compliance across multiple sites and with security standards.