Manager, IT Client Services

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!

IT 

Rocket Lab’s 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 of our proprietary systems and people, from finance to launch operations.

MANAGER, IT CLIENT SERVICES

The Manager IT Client Services reports to the CIO and develops IT support system strategies, processes and procedures to deliver reliable, repeatable, and scalable information technology solutions to meet Rocket Lab’s expanding business needs. This employee will ensure the efficient delivery of client compute technology to meets the needs of Rocket Lab employees while ensuring high level of security and compliance standards.

WHAT YOU'LL GET TO DO:

• Leads the North America team of IT Support Specialists by setting goals, assigning projects, performing evaluations, and aiding professional growth to staff.
• Defines workflows and automations to drive efficiency in the processing of employee IT support requests.
• Develops standardized processes and procedures to ensure North America Rocket Lab employees have the technology required to be productive on first day of hire.
• Analyze backlog and assignment of requests to ensure proper staffing levels and automation is in place to meet company requirements.
• Ensures fleet of client devices meet Rocket Lab security and compliance standards.
• Sets strategy and direction for IT support services to include best practices for service teams and to improve processes for automation and efficiency.
• Collaborates with IT Engineering team to develop relationships with vendors for procurement of IT software and hardware. Streamline procurement of software and hardware. Negotiates most favorable agreements for Rocket Lab.
• Standardizes reporting processes for better visibility and transparency to end users; ensures triage processes are followed consistently from intake, documentation, to resolution.
• Monitors and reports on incident trend and anticipate potential issues for proactive resolution.
• Establishes and implements Service Level Agreements (SLAs) and executes plans on improvements in all related key performance indicators (KPIs); evaluates SLAs to ensure they are agreed to by end users and understood by those resolving issues.
• Acts as subject matter expert for developing service processes and strategies, and for expansion to other IT business functions; builds and supports business cases for expansion of Jira / Confluence use or new functionality.

YOU’LL BRING THESE QUALIFICATIONS:

• 8+ years' experience in an IT client service role
• Bachelor’s Degree or equivalent years of experience in related role/function (12+ total years of experience).
• Strong knowledge of aerospace technology and equipment.
• Experience with IT leadership in a globally diverse organization.

THESE QUALIFICATIONS WOULD BE NICE TO HAVE:

• Previous experience in an aerospace or high technology setting.
• Security frameworks and technology: ISO 27001, NIST 800-171, IPSEC, SSL VPNs, firewalls, etc.
• Ability to lead and inspire a team.
• Ability to read and interpret engineering drawings
• Prior experience in rapid growth environment
• Strong organizational and problem-solving skills, with the ability to prioritize effectively and efficiently
• Problem-solving abilities.
• Excellent verbal and written communication abilities
• Team oriented, strong ability to multi-task and work in a fast-paced environment

ADDITIONAL REQUIREMENTS: