Regional IT Support Lead - Team & Projects

Rocket Lab USA; Littleton (CO); On-site; USD 81,000 - 101,000; Full time

Benefits offered by this job

Stock incentives

Medical, dental, vision Insurance

401(k) retirement plan

Paid vacation and holidays

Parental leave

Job summary

Rocket Lab USA is seeking a Lead, IT Support to coordinate the IT Service Desk across multiple sites and regions, guiding up to 10 staff while delivering high‑quality IT services. You will work closely with Infrastructure, Launch and Cybersecurity teams to strengthen partnerships and ensure service levels are met.

The role requires hands-on leadership, advanced IT skills across Windows, Linux, AD, scripting, and cloud platforms, with a focus on operational excellence and ITAR compliance.

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 ITIL framework.
• Experience with Windows and Linux desktop OS, PC hardware, Active Directory, scripting, Microsoft 365, networking, and virtualization/cloud.

Responsibilities

• Oversee day-to-day Service Desk operations for region-wide facilities; manage up to 10 IT Support staff.
• Ensure ticket queue health, SLA adherence, and workload balancing by skills and capacity.
• Troubleshoot complex issues; provide hands-on support for critical incidents.
• Provide clear team guidance aligned to goals and SLAs.
• Lead regional IT projects focused on efficiency and outcomes.
• Document policies and processes to remove ambiguity and standardize practices.
• Participate in problem management to prevent recurring issues.
• Build strong partnerships with site leadership across regions.

Skills

Leadership experience

ITSM tools

ITIL framework

Windows OS

Linux OS

PC hardware

Active Directory

Scripting language

Microsoft 365

Networking

Virtualization / Cloud

End-to-end IT project delivery

AI platforms & prompts

Education

STEM-related bachelor's degree or equivalent experience

Tools

Jira

ServiceNow

Job description

Rocket Lab USA is seeking a Lead, IT Support to coordinate the IT Service Desk across multiple sites and regions, guiding up to 10 staff while delivering high‑quality IT services. You will work closely with Infrastructure, Launch and Cybersecurity teams to strengthen partnerships and ensure service levels are met.

The role requires hands-on leadership, advanced IT skills across Windows, Linux, AD, scripting, and cloud platforms, with a focus on operational excellence and ITAR compliance.