Lead, IT Support

ABOUT ROCKET LAB

Rocket Lab is the end-to-end space company building rockets spacecraft and critical subsystems that keep the world connected protected expand humanitys reach to the Moon Mars and beyond. We move fast build real hardware for meaningful missions and make the impossible routine. Come shape the future with us.

IT

Rocket Labs IT team is responsible for how our global teams access information and run operations across our computer systems networks and devices. Our hardworking IT team is a group of flexible problem-solvers working in a fast-paced environment but who also thrive under the challenge of supporting all our proprietary systems and people from finance to launch operations.

LEAD IT SUPPORT

Based on site at one of Rocket Labs locations in Middle River MD Silver Spring MD Stennis Space Center MS Albuquerque NM or Littleton CO the Lead IT Support will be responsible for the day-to-day coordination and delivery of IT support services ensuring efficient ticket management maintaining service quality standards and providing escalated technical support to the business. This role acts as the operational bridge between frontline support staff and senior management and collaborate closely with Infrastructure Launch and Cybersecurity teams to strengthen partnerships with Client Services.

Strong coordination skills structured processes and the ability to drive outcomes in dynamic environments while maintaining adaptability are essential for success in this role.

This position is ideal for someone with strong technical and operational skills who has a natural leadership attitude and is seeking a future career in management. Youll get hands-on experience leading a team managing operations and making decisions that matter all while staying close to the technical work to keep your skills sharp.

WHAT YOULL GET TO DO:

• As the IT Support - Team Lead you will oversee the day-to-day functions of the Service Desk leading a team of up to 10 IT Support staff. Your primary focus will be on efficiently delivering IT services to facilities across your region. Reporting to the Global Client Services Manager and working closely with fellow Team Leads you will be the operational heartbeat of our support team: making sure everything runs smoothly problems get solved quickly and nothing falls through the cracks.
• Oversee daily IT support ticket queue ensuring appropriate prioritization timely resolution and SLA compliance. Assign and redistribute workload among support team members based on skills capacity and urgency.
• Troubleshoot complex problems requiring advanced diagnostic skills and resolve escalated technical issues. Perform hands-on support for critical incidents requiring immediate attention.
• Provide clear directions instructions and guidance to the IT support team aligning them with organizational goals and service levels.
• Lead and execute regional IT projects with a focus on efficiency and effectiveness.
• Eliminate ambiguity by documenting implementing and maintaining clear policies procedures and processes.
• Participate in problem management activities to prevent recurring issues.
• Establish and maintain robust partnerships with site leadership across the region.
• Ensure compliance with ITAR/EAR and CUI regulations across multiple sites and with IT policies procedures and security standards.
• Contribute to continuous improvement initiatives within the IT department.
• Recruit mentor and develop a high-performing team of IT professionals.
• Occasional international travel as well as routine domestic trips may be required.
• This position may require flexibility to work various shifts including evenings weekends and participation in an on-call rotation as needed.

YOULL BRING THESE QUALIFICATIONS:

• 5 years of experience in a support or service role with progressive responsibility and a STEM related bachelors degree or equivalent experience (9 years of total experience).
• 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 operating systems (including imaging ongoing maintenance technical troubleshooting)
  • PC hardware (including the ability to assemble and dissemble desktop PCs).
  • Active Directory and Group Policy
  • At least one scripting language
  • Microsoft 365
  • Networking infrastructure
  • Virtualization technologies public / private cloud
• Experience successfully delivering and supporting a medium to complex endtoend IT project overseeing all phases from initial requirements gathering and planning through implementation testing stakeholder coordination and ongoing operational support.
• Familiarity with common 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.

THESE QUALIFICATIONS WOULD BE NICE TO HAVE:

• Certifications in ITIL and HDI-SCM.
• Advanced PowerShell scripting.
• Proficient in utilizing Excel for data manipulation analysis and visualization.
• Experience with cloud-based technologies (Azure O365 AWS).
• Security Frameworks and technology: ISO 27001 NIST 800-171 IPSEC SSL VPNs firewalls etc.
• Experience in fast-paced high-tech industries like semiconductors or aerospace supporting engineers labs manufacturing and critical operations such as mission control launch and test ops.
• Ability to communicate and present complex and technical concepts and ideas to a general audience.

This position may require prolonged periods of sitting standing walking computer work and occasional exposure to moderate levels of noise dust and fumes in production areas.

WHAT TO EXPECT

Were on a mission to unlock the potential of space to improve life on Earth but thats not an easy task. It takes hard work determination relentless innovation teamwork grit and an unwavering commitment to achieving what others often deem impossible. Our people out-think out-work and out-pace. We pride ourselves on having each others backs checking our egos at the door and rolling up our sleeves on all tasks big and small. We thrive under pressure work to tight deadlines and our focus is always on how we can deliver rather than dwelling on the challenges that stand in the way.

Important information:

FOR CANDIDATES SEEKING TO WORK IN US OFFICES ONLY:

To conform to U.S. Government space technology export regulations including the International Traffic in Arms Regulations (ITAR) Rocket Lab Employees must be a U.S. citizen lawful U.S. permanent resident (i.e. current Green Card holder) or lawfully admitted into the U.S. as a refugee or granted asylum or be eligible to obtain the required authorizations from the U.S. Department of State and/or the U.S. Department of Commerce as applicable. Learn more about ITAR here.

Rocket Lab provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws. This policy applies to all terms and conditions of employment at Rocket Lab including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.

Applicants requiring a reasonable accommodation for the application/interview process for a job in the United States should contact Giulia Johnson at This dedicated resource is intended solely to assist job seekers with disabilities whose disability prevents them from being able to apply/interview. Only messages left for this purpose will be considered. A response to your request may take up to two business days.

FOR CANDIDATES SEEKING TO WORK IN NEW ZEALAND OFFICES ONLY:

For security reasons background checks will be undertaken prior to any employment offers being made to an applicant. These checks will include nationality checks as it is a requirement of this position that you be eligible to access equipment and data regulated by the United States International Traffic in Arms Regulations.

Under these Regulations you may be ineligible for this role if you do not hold citizenship of Australia Japan New Zealand Switzerland the European Union or a country that is part of NATO or if you hold ineligible dual citizenship or nationality. For more information on these Regulations click here ITAR Regulations.