Manager – IT Client Services

Manager – IT Client Services

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• 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