Director of IT Services

Position Overview
We are seeking an experienced Director of IT Services to provide senior-level leadership and operational oversight across enterprise IT infrastructure and technology services.
The successful candidate will lead enterprise cloud services, network and telecommunications, IT service desk operations, infrastructure and operations, cybersecurity coordination, vendor management, and IT service management/governance.
This position will also support major technology modernization initiatives, including cloud migration, infrastructure modernization, cloud-native services, technology resiliency, and improvements to enterprise IT service delivery.

Key Responsibilities
Enterprise Cloud Services
Provide strategic and operational leadership for enterprise cloud environments.
Manage cloud infrastructure provisioning, identity integration, monitoring, and capacity management.
Lead enterprise cloud migration initiatives.
Establish cloud governance, architecture standards, security requirements, and operational procedures.
Develop high availability, disaster recovery, and resiliency strategies.
Monitor cloud utilization, performance, and costs and identify optimization opportunities.
Manage AWS environments including EC2, S3, IAM, VPC, CloudWatch, and Landing Zone architectures.

Network & Telecommunications
Direct enterprise LAN/WAN, wireless, Internet connectivity, remote access, and telecommunications operations.
Oversee DNS provisioning and load balancing.
Coordinate with carriers, managed service providers, and technology vendors.
Lead network modernization initiatives.
Coordinate firewall changes and network access restoration.

IT Service Desk & End-User Support
Lead enterprise service desk and end-user support operations.
Supervise technical support teams and leadership personnel.
Establish and monitor KPIs covering response time, resolution time, first-contact resolution, backlog, and customer satisfaction.
Lead major incident management and escalation processes.
Improve self-service, knowledge management, and support automation.

Infrastructure & Operations
Lead enterprise compute, storage, virtualization, operating systems, backup, and monitoring operations.
Ensure infrastructure meets established availability and performance standards.
Lead technology lifecycle management, hardware refresh, and capacity planning.
Establish backup, recovery, redundancy, and disaster recovery strategies.
Manage infrastructure compliance documentation.

Cybersecurity & Compliance
Partner with cybersecurity and IT leadership teams to maintain secure technology operations.
Support compliance with HIPAA, federal, state, and organizational security requirements.
Implement security controls across cloud, network, infrastructure, and endpoint environments.
Participate in audits, risk assessments, vulnerability remediation, and compliance initiatives.

Vendor & Contract Management
Manage technology vendors, managed service providers, and cloud partners.
Monitor vendor performance, deliverables, service levels, and contractual compliance.
Support SOW development, procurement activities, contract renewals, and vendor selection.
Manage vendor escalations and service issues.

IT Service Management & Governance
Establish governance for incident, problem, change, configuration, request, and service-level management.
Develop and maintain an enterprise service catalog.
Develop executive dashboards and reports covering IT service health, risks, and performance.
Lead SOP development and maintenance.
Prepare weekly status reports and executive-level technology updates.

Must-Have Qualifications
10+ years of progressive IT experience with enterprise IT operations and infrastructure management.
8+ years of leadership/management experience supervising technical teams, managers, engineers, and support personnel.
2+ years of enterprise cloud management experience.
2+ years of AWS experience, specifically with EC2, S3, IAM, VPC, CloudWatch, and Landing Zone architectures.
2+ years of enterprise networking experience involving LAN/WAN, DNS, load balancing, wireless infrastructure, and telecommunications.
2+ years of experience with enterprise monitoring and observability platforms.
2+ years managing IT service desk operations, service-level management, incident management, and customer satisfaction.
2+ years of IT vendor management, contract oversight, SOW development, and procurement support.
2+ years managing backup and data protection solutions.
2+ years of cybersecurity, IT governance, and compliance experience in a regulated environment.
Excellent written and verbal communication skills with the ability to communicate technical issues to executive audiences.
Bachelor's degree in IT, Computer Science, MIS, Management, or a related field, or equivalent experience.
Ability to work 100% onsite in Jackson, Mississippi.

Preferred Qualifications
State or federal government IT experience.
Healthcare, Medicaid, human services, or other regulated-industry experience.
Experience with FHIR APIs and healthcare interoperability
AWS certifications.
ITIL v4 certification.
Identity and Access Management experience.
NoSQL database and healthcare integration experience
Infrastructure-as-Code, CI/CD, and DevOps experience.
Experience leading on-premises-to-cloud migrations.
PMP or similar certification.
Master's degree.
HIPAA Security Rule and CMS security compliance experience.

Technical Skills
Cloud & Infrastructure: AWS, EC2, S3, RDS, IAM, VPC, CloudWatch, AWS Landing Zone, VMware, Azure, Microsoft 365, Entra ID, Cohesity
Networking & Security: F5 BIG-IP, DNS, Load Balancing, Cisco Meraki, Cloudflare, Auth0, Active Directory
Monitoring: Dynatrace and enterprise monitoring/observability platforms
Development & Integration: GitLab, CI/CD, FHIR APIs, MarkLogic, Cloverleaf
Collaboration & Service Management: SharePoint, Smartsheet, ITSM/ticketing platforms

Additional Requirements
Must be available for occasional after-hours support during critical incidents and maintenance windows.
Critical-severity incidents require a response within 30 minutes.
Must successfully complete the required background investigation.
Must comply with applicable security, confidentiality, data protection, and regulatory requirements.
Must be available to work onsite in Jackson, Mississippi for the duration of the engagement.

State/Federal government or Medicaid/healthcare IT experience is preferred.