Director of IT Services -Medicaid in Jackson, MS

Role: Director of IT Services - MS - Medicaid

Location: Jackson, MS 39201

SCOPE OF SERVICES:

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.

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.

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

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.

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.

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.

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.

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.

DOM TECHNOLOGY ENVIRONMENT:

The contractor shall possess working knowledge and demonstrated proficiency with the following platforms, tools, and systems that comprise DOM's current and target-state technology environment.

KEY DUTIES:

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.

REPORTING STRUCTURE:

• The contractor shall report directly to the DOM Chief Information Officer (CIO) and/or Chief Technology Officer (CTO).
• The contractor shall participate in DOM IT leadership meetings, weekly status report cadence, and executive briefings as required.
• The contractor shall coordinate regularly with network administration, enterprise architecture, cybersecurity, IT procurement, and application development teams.

SECURITY AND COMPLIANCE REQUIREMENTS:

• The contractor shall pass a background investigation as required by the State of Mississippi and DOM prior to commencing work.
• The contractor shall comply with all HIPAA Privacy and Security Rule requirements, including safeguarding of Protected Health Information (PHI) and electronic PHI (ePHI).
• The contractor shall comply with CMS Acceptable Risk Controls for Automated Medicaid Program Eligibility (ARC-AMPE) and all applicable federal security requirements.
• The contractor shall adhere to Mississippi ITS security policies, standards, and procedures.
• The contractor shall complete all required security awareness training within thirty (30) days of onboarding and annually thereafter.
• The contractor shall execute a Non-Disclosure Agreement (NDA) and any additional confidentiality agreements required by DOM.
• The contractor shall not remove, copy, or transmit DOM data, documents, or systems information without prior written authorization.
• Upon termination or completion of the engagement, the contractor shall return all DOM property, credentials, and access shall be revoked within one (1) business day.