Job Title: Director of IT Services.
Location: Jackson MS - (ONSITE)
Duration: 1+ Year's .
Key Responsibilities & Scope of Services:-
The Director of IT Services will provide strategic and operational leadership across the following functional domains:
Enterprise Cloud Services:-
- Lead the strategy, provisioning, platform services, identity integration, monitoring, and capacity management for DOM's enterprise cloud environment (primarily Amazon Web Services - AWS).
- Oversee cloud migration activities in coordination with professional services teams, managed migration vendors, and internal DOM staff.
- Establish and enforce governance standards for cloud adoption, architecture, cost management, security compliance, and operational workflows.
- Manage cloud account provisioning, vendor cloud onboarding, and cloud service request ticketing.
- Develop resilient strategies for disaster recovery, high availability, and technology continuity within cloud environments.
- Monitor consumption, performance, and expenditures to drive continuous cost-optimization.
Network, Voice & Telecommunications:-
- Direct enterprise network and telecommunications operations supporting statewide Medicaid business functions (LAN/WAN, wireless, Internet connectivity, remote access, unified communications).
- Oversee load balancing and DNS provisioning for application environments.
- Coordinate with telecommunications carriers, MSPs, and technology vendors to guarantee SLA compliance.
- Lead network modernization initiatives to support cloud services, workforce mobility, and strict security requirements.
- Manage network access restoration and firewall rule change requests via Mississippi Information Technology Services (ITS) coordination.
IT Service Desk & End-User Support:-
- Direct the enterprise IT service desk and end-user support organization, supervising client support technicians and supervisory staff.
- Establish and track service desk KPIs, including first-contact resolution, response/resolution times, backlog control, and customer satisfaction.
- Oversee incident escalation, major incident management, and structured post-incident reviews.
- Manage ITS Service Center ticket workflows for cloud and hosted application categories.
- Champion self-service tools, knowledge management systems, and automation to enhance the employee technology experience.
Infrastructure & Operations:-
- Provide executive oversight for core infrastructure operations, including compute, storage, virtualization, operating systems, backups, and monitoring platforms.
- Ensure critical infrastructure maintains high availability and performance standards.
- Drive infrastructure lifecycle management, hardware refresh cycles, and capacity planning.
- Implement robust backup, recovery, redundancy, and disaster recovery frameworks.
- Coordinate assessment artifact collection and compliance documentation across infrastructure domains.
Cybersecurity Partnership & Compliance:-
- Partner closely with the CIO/CTO and cybersecurity teams to ensure infrastructure aligns with state and federal security mandates.
- Enforce operational compliance with HIPAA, CMS, and Mississippi ITS security policies.
- Support security control implementation across cloud, network, endpoint, and infrastructure layers.
- Participate actively in risk assessments, audits, compliance reviews, vulnerability remediation, and security initiatives.
- Collaborate with the Cloud Center of Excellence (CCOE) and ITS on shared security documentation and architecture standards.
Vendor & Contract Management:-
- Provide executive oversight of technology vendors, managed service providers, and cloud partners.
- Lead vendor coordination for active contracts and procurement activities (SOW development, brand specification forms, contract negotiations).
- Monitor vendor performance, milestones, financial commitments, and contractual compliance.
- Manage vendor escalations and remediation of major service issues.
- Support IT procurement cycles, including solicitation reviews, proposal evaluations, and vendor selections.
IT Service Management & Governance:-
- Establish operational governance frameworks for incident, problem, change, configuration, request, and service-level management.
- Develop and maintain an enterprise service catalog defining services, ownership, SLAs, and support models.
- Create executive-level dashboards and reports communicating IT service health, risk factors, performance trends, and optimization initiatives.
- Lead Standard Operating Procedure (SOP) development and maintenance for ITIM domains.
- Facilitate weekly status meetings and regular leadership coordination briefings.
DOM Technology Environment
Candidates must demonstrate working knowledge and proficiency across the following systems:
- Cloud & Infrastructure: Amazon Web Services (AWS - EC2, S3, RDS, IAM, VPC, CloudWatch, Landing Zone), Cohesity (backup/data protection), VMware (vSphere, vCenter - active migration to AWS), Microsoft Azure / M365 (Azure AD / Entra ID, Exchange Online, SharePoint, Teams).
- Monitoring & Security: Dynatrace (APM & observability), Cloudflare (CDN, DDoS protection, WAF), Microsoft Security (endpoint update management).
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