Team Lead - IT Support (Aerospace)

Location: Onsite in Auckland, New Zealand; occasional international travel, routine domestic travel, shift flexibility, evening and weekend work, and on-call participation may be required.

Company

hirify.global is an aerospace company developing rockets, spacecraft, and critical subsystems for space missions and global connectivity.

What you will do

• Lead the day-to-day operations of the Service Desk and coordinate a team of up to 10 IT Support staff.
• Manage ticket prioritisation, workload allocation, SLA compliance, timely resolution, and escalated technical incidents.
• Provide hands-on troubleshooting and support for critical incidents across facilities in the region.
• Lead regional IT projects from requirements gathering and planning through implementation, testing, stakeholder coordination, and operational support.
• Document and maintain service policies, procedures, and processes while contributing to problem management and continuous improvement.
• Recruit, mentor, and develop IT professionals while partnering with site leadership, Infrastructure, Launch, Cybersecurity, and Client Services teams.

Requirements

• 5+ years of support or service experience with progressive responsibility and a STEM-related bachelor's degree, or 9+ years of total experience.
• Leadership experience, including informal mentoring or training, and the ability to coordinate outcomes in a dynamic environment.
• Hands-on experience with ITSM tools such as Jira or ServiceNow and a service delivery framework such as ITIL.
• Advanced expertise in at least four areas including Windows and Linux desktops, PC hardware, Active Directory and Group Policy, scripting, Microsoft 365, networking, virtualisation, and public or private cloud.
• Experience delivering and supporting medium-to-complex end-to-end IT projects.
• Familiarity with AI platforms, effective prompt writing, evaluation of AI-generated outputs, and identifying opportunities to improve service delivery.

Nice to have

• ITIL or HDI-SCM certification and advanced PowerShell scripting.
• Experience using Excel for data manipulation, analysis, and visualisation.
• Experience with Azure, Microsoft 365, AWS, security frameworks, networking security, VPNs, and firewalls.
• Experience supporting high-tech industries such as semiconductors or aerospace, including engineering, laboratories, manufacturing, mission control, launch, or test operations.
• Ability to communicate complex technical concepts to general audiences.

Culture & Benefits

• Fast-paced environment focused on space technology, meaningful missions, and real hardware.
• Collaborative culture built around teamwork, adaptability, accountability, and continuous improvement.
• Work includes close collaboration with global teams and multiple technical functions.
• New Zealand roles require pre-employment background and nationality checks for access to ITAR-regulated equipment and data.