What are the responsibilities and job description for the Manager, IT Client Services position at Rocket Lab USA?
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:
- Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to focus.
- Regularly required to sit, use hands and fingers, operate computer keyboard and controls, and communicate verbally and in writing.
- Must be physically able to commute to buildings.
- Occasional exposure to dust, fumes and moderate levels of noise.
Level and base salary will be determined on a case-by-case basis and may vary based on the following considerations: job-related knowledge and skills, education, and experience.
Base salary is just one component of our total rewards package at Rocket Lab. Employees may also receive company equity and access to a robust benefits package including: top tier medical HMO, PPO & a 100% company-sponsored medical HSA plan option, dental and vision coverage, 3 weeks paid vacation and 5 days sick leave per year, 11 paid holidays per year, flexible spending and dependent care savings accounts, paid parental leave, disability insurance, life insurance, and access to a 401(k) retirement plan with company match. Other perks include: Discounted employee stock purchase program, subsidized EV charging stations, onsite gym, food and drinks, childcare concierge, and other discounts.
Eligibility for benefits may vary based on employment status, please check with your recruiter for a comprehensive list of the benefits available for this role. Benefit programs are subject to change at the company's discretion.
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 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 g.biow@rocketlabusa.com.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 hereITAR Regulations.
Rocket Lab USA is an Equal Opportunity Employer, employment with Rocket Lab USA is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.
Salary : $130,000
