Director of IT Services

Roles/Responsibilities

The contractor shall provide leadership and operational management across the following functional domains:

Enterprise Cloud Services; Network, Voice & Telecommunications; IT Service Desk & End-User Support; Infrastructure & Operations; Cyberscurity Partnership & Compliance; Vendor & Contract Management; and IT Services Management & Governance. The scope encompasses both ongoing operational responsibilities and active modernization initiatives.

1. Enterprise Cloud Services

• Provide strategic and operational leadership for DOM's enterprise cloud environment, including
• infrastructure provisioning, platform services, identity integration, monitoring, and capacity management.
• Oversee cloud migration activities, including coordination with cloud professional services teams, managed migration vendors, and DOM internal teams.
• Establish and enforce governance for cloud adoption, architecture standards, cost management, security compliance, and operational procedures.
• Manage cloud account provisioning, vendor onboarding to cloud environments, and service ticket workflows for cloud service requests.
• Develop strategies for disaster recovery, high availability, and technology resiliency within cloud environments.
• Monitor cloud consumption, performance, and costs; identify and implement optimization opportunities.
• Provide strategic and operational leadership for DOM's enterprise cloud environment, including
• infrastructure provisioning, platform services, identity integration, monitoring, and capacity management.

2. Network, Voice & Telecommunications

• Direct enterprise network and telecommunications operations supporting statewide Medicaid business
• functions, including LAN/WAN, wireless, Internet connectivity, remote access, and unified communications.
• Oversee load balancing and DNS provisioning for application environments.
• Coordinate with telecommunications carriers, managed service providers, and technology vendors to ensure service-level requirements are met.
• Lead modernization of network infrastructure to support cloud services, mobility, and evolving security requirements.
• Manage network access restoration and firewall rule change requests through ITS coordination.

3. IT Service Desk & End-User Support

• Lead the enterprise IT service desk and end-user support organization, including client support technicians and supervisory staff.
• Establish and monitor service desk KPIs: first-contact resolution, response times, resolution times, backlog management, and customer satisfaction.
• Oversee incident escalation, major incident management, and post-incident review processes.
• Manage ITS Service Center ticket workflows for DOM, including cloud and hosted application service categories.
• Develop self-service capabilities, knowledge management, and automation to improve employee technology experience.

4. Infrastructure & Operations

• Provide leadership for enterprise infrastructure operations, including compute, storage, virtualization, operating systems, backup, monitoring, and related platforms.
• Ensure critical infrastructure is monitored and maintained to established availability and performance standards.
• Lead infrastructure modernization and technology lifecycle management, including hardware refresh strategies and capacity planning.
• Establish effective backup, recovery, redundancy, and disaster recovery capabilities.
• Manage assessment artifact collection and compliance documentation for infrastructure domains.

5. Cybersecurity Partnership & Compliance

• Partner with the CIO/CTO and cybersecurity teams to ensure infrastructure and services meet state and federal security requirements.
• Ensure IT operations comply with HIPAA, CMS, and Mississippi ITS security policies.
• Support implementation of security controls across cloud, network, infrastructure, and endpoint environments.
• Participate in risk assessments, audits, compliance reviews, vulnerability remediation, and security initiatives.
• Coordinate with the Cloud Center of Excellence (CCOE) and ITS on shared security documentation and architecture standards.

6. Vendor & Contract Management

• Provide executive oversight of technology vendors, managed service providers, and cloud partners.
• Lead vendor coordination for active contracts and procurement activities, including SOW development,
• brand specification forms, and contract negotiations.
• Monitor vendor performance, deliverables, financial commitments, and contractual compliance.
• Manage vendor escalations and remediation of significant service issues.
• Support IT procurement processes, including solicitation review, proposal evaluation, and vendor selection.

7. IT Service Management & Governance

• Establish operational governance processes for incident, problem, change, configuration, request, and
• service-level management.
• Develop and maintain an enterprise service catalog defining technology services, ownership, service
• levels, and support models.
• Develop dashboards and executive-level reporting that communicate IT service health, risks,
• performance trends, and improvement initiatives.
• Lead Standard Operating Procedure (SOP) development and maintenance for ITIM domains.
• Facilitate weekly status reporting and leadership coordination meetings.

The contractor shall perform the following duties on an ongoing basis:

• Manage daily IT infrastructure operations, ensuring availability and performance of all enterprise systems and services.
• Triage, assign, and track service tickets submitted for DOM cloud, hosting, and network services.
• Coordinate with network and systems administration teams on DNS changes, firewall rules, account provisioning, and access management.
• Lead incident response for major technology outages and service disruptions, including root cause analysis and corrective action.
• Manage vendor relationships through regular status calls, performance reviews, and escalation management.
• Review and contribute to Statements of Work, procurement documents, and contract renewals.
• Conduct interviews and manage hiring processes for infrastructure and client support positions.
• Develop and update Standard Operating Procedures (SOPs) for all ITIM service areas.
• Prepare and deliver weekly status reports to IT leadership.
• Manage bi-annual assessment artifact collection and compliance documentation.

Mandatory Skills:

1. Experience with progressive information technology, including significant experience managing enterprise IT operations and infrastructure. - 10+ Years
2. Experience in leadership or management, including direct supervision of technical teams, managers, engineers, and support personnel. - 8+ Years
3. Demonstrated experience managing enterprise cloud environments, with specific experience in Amazon Web Services (AWS) including EC2, S3, IAM, VPC, CloudWatch, and Landing Zone architectures. - 2 Years
4. Strong understanding of enterprise networking, including LAN/WAN, DNS, load balancing, wireless infrastructure, and telecommunications - 2 Years
5. Experience with enterprise monitoring and observability platforms. 2 Years
6. Experience managing IT service desk operations, including service-level management, incident management, and customer satisfaction measurement. -2 Years
7. Experience with IT vendor management, contract oversight, SOW development, and procurement support - 2 Years
8. Experience managing data protection and backup solutions. - 2 Years
9. Strong understanding of cybersecurity principles, compliance frameworks, and IT governance in a regulated environment. - 2 Years
10. Excellent written and verbal communication skills, including the ability to translate technical issues into business-level communications for executive audiences - 2 Years
11. Bachelor's degree in Information Technology, Computer Science, Management Information Systems, or a related field; or equivalent work experience - Bachelors or Higher

Desirable Skills:

1. Experience working in state or federal government IT environments, preferably within a Medicaid, healthcare, or human services agency.
2. Experience with CMS interoperability mandates, including FHIR APIs and federal healthcare data exchange standard
3. AWS certifications: Solutions Architect, SysOps Administrator, or Cloud Practitioner.
4. ITIL v4 Foundation or higher certification.
5. Experience with identity and access management platforms.
6. Experience with NoSQL databases and healthcare integration engines.
7. Experience with infrastructure-as-code, CI/CD pipelines, and DevOps practice.
8. Experience managing technology migrations from on-premises data centers to cloud environments
9. Project Management Professional (PMP) or similar certification.
10. Master's degree in a technology or management discipline.
11. Experience with HIPAA Security Rule compliance and CMS ARC-AMPE security requirements