| Location | Albuquerque, New Mexico |
| Job Type | Full-time |
Based on site at one of Rocket Lab's 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 collaborates 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. You'll 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.
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.
You'll bring these qualifications:
These qualifications would be nice to have:
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.
We're on a mission to unlock the potential of space to improve life on Earth, but that's 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 other's 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.
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.