Team Lead - IT Client Services

Auckland, Auckland, New Zealand

ABOUT ROCKET LAB

Rocket Lab is a global leader in launch and space systems. The rockets and satellites we build and launch enable some of the most ambitious and vital space missions globally, supporting scientific exploration, Earth observation and missions to combat climate change, national security, and exciting new technology demonstrations. Our Electron rocket has provided reliable access to orbit since 2018, becoming one of the most frequently launched rockets in the world. Neutron will be our next rocket on the launch pad, an advanced 13-tonne payload class, reusable rocket to launch the mega constellations of the future. Our space systems business includes our extensive line of satellites and components that have enabled more than 1,700 missions including the James Webb Space Telescope, NASA Psyche Mission, Artemis I, Mars Ingenuity helicopter, and more.

Join our pioneering team and launch your career to new heights!

WHAT YOU'LL GET TO DO:

We are seeking a dynamic Team Lead for our IT Client Services, working closely with the Chief Information Officer (CIO) to drive excellence in support services.

As the Team Lead, you will manage and lead our Support Team, overseeing the day-to-day functions of the Service Desk. Your primary focus will be on efficiently delivering IT services to Rocket Lab facilities throughout New Zealand. Working in collaboration with the CIO, you will play a pivotal role in setting and achieving strategic goals to enhance our IT support capabilities.

Leading a dedicated team of IT support professionals, you will be instrumental in enabling our engineers to design and manufacture cutting-edge rocket and satellite solutions for our customers. Your team's critical support function ensures that all Rocket Lab employees remain productive by addressing their IT needs promptly and effectively.

Key Responsibilities include:

Providing clear direction, instruction, and guidance to the IT support team, aligning them with organizational goals and service levels.

Efficiently manage the IT Service Desk to deliver and support IT systems, fostering a culture of excellence and continuous improvement.

Collaborate with the CIO, USA IT Client Services Manager, and other key stakeholders to establish and meet goals and deadlines.

Play a key role in strategic planning and communication to enhance IT service delivery across the organisation.

YOU'LL BRING THESE QUALIFICATIONS:

Proven experience leading a high-performance Service Desk Team, consistently delivering exceptional customer service.

In-depth knowledge of service management methodologies, such as ITIL.

Hands-on experience with Gsuite/O365, Active Directory, and Windows/Linux server environments.

Strong organisational skills, demonstrating the ability to delegate tasks effectively, set clear goals, and meet deadlines.

Track record of successfully coaching and mentoring teams to achieve optimal performance.

Excellent verbal and written communication skills, capable of conveying complex technical concepts to diverse audiences.

Ability to build and maintain relationships across diverse backgrounds, demonstrating adeptness in engaging with people.

Exceptional problem-solving and analytical skills, with the capacity to grasp the big picture, make strategic connections, and execute appropriate decisions.

Outstanding attention to detail, ensuring accuracy in all aspects of work.

Proficient in presenting complex technical ideas to a general audience.

Upholds confidentiality and safeguards operations by managing information securely.

Actively stays abreast of industry trends and advancements, maintaining professional and technical knowledge through participation in workshops, reviewing publications, establishing networks, and engaging in professional societies.

Exceptional multitasking abilities, showcasing excellent time management skills, and the capacity to work effectively under pressure.

If the above sounds like you, apply now!

WHAT TO EXPECT

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.

Important information:

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.

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