Supervisor, IT SupportActive$356K
The opportunity
Rocket Lab is the end-to-end space company building rockets, spacecraft, and critical subsystems that keep the world connected, protected, expand humanity’s reach to the Moon, Mars, and beyond. We move fast, build real hardware for meaningful missions, and make the impossible routine.
What you'll do
As the Supervisor, IT Support, 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 Leads and Supervisors, 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.
What they're looking for
- 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.
