Director of IT Services / Cyber Security / Networking / 165756

Director of IT Services / Cyber Security / Networking / 165756

Jackson, MS

12 months

Onsite Work

Description:

The State of Mississippi Division of Medicaid (DOM) administers the state's Medicaid program, providing healthcare

coverage to eligible Mississippians. DOM's Office of Information Technology Management supports the agency's

mission through enterprise technology services spanning cloud infrastructure, networking, service desk operations,

cybersecurity, application integration, and vendor management.

DOM is undergoing a significant technology modernization effort that includes migration of enterprise workloads to

cloud platforms, implementation of federal interoperability mandates, adoption of cloud-native services, and

restructuring of IT service delivery operations. These concurrent transformation initiatives require sustained, senior-

level technical leadership to ensure continuity of operations, effective vendor coordination, and successful execution of

modernization objectives.

The purpose of this Statement of Work (SOW) is to procure staff augmentation services for one (1) Director of IT

Services to provide executive-level leadership and operational oversight for DOM's enterprise IT Infrastructure

Management (ITIM) and Delivery Services functions. The contractor shall serve as a key member of DOM's IT

leadership team, reporting to the Chief Information Officer (CIO) and/or Chief Technology Officer (CTO), and shall be

responsible for the day-to-day management of infrastructure operations, cloud services, vendor relationships, service

desk operations, and technology modernization initiatives.

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

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.

3

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.

Cloud & Infrastructure Platforms

Platform Usage at DOM

Amazon Web Services (AWS) Primary enterprise cloud platform. Active migration

from on-premises virtualization. Includes EC2, S3,

RDS, IAM, VPC, CloudWatch, Landing Zone, and

multiple workload accounts.

Cohesity Enterprise cloud backup, data management, and

data protection services.

VMware Legacy virtualization platform (active migration to

AWS). Includes vSphere, vCenter, and related

management tools.

Microsoft Azure / M365 Azure AD / Entra ID for identity services. Microsoft

365 for enterprise productivity, Exchange Online,

SharePoint, Teams.

Monitoring, Observability & Security

Platform Usage at DOM

Dynatrace Enterprise application performance monitoring and

observability platform.

Cloudflare CDN, DDoS protection, and web application

firewall services.

Microsoft Security Monthly security update release management and

distribution across DOM endpoints.

4

Networking & Identity

Platform Usage at DOM

F5 BIG-IP Load balancing, DNS provisioning, and application

delivery for critical environments.

Auth0 Identity and authentication platform for API access

management and portal authentication.

Cisco Meraki Wireless access point infrastructure and lifecycle

management.

Active Directory / Entra ID Enterprise directory services and identity

governance.

Applications, Databases & Integration

Platform Usage at DOM

MarkLogic NoSQL database for clinical and provider data

management and integration.

GitLab Source code management and CI/CD pipelines.

FHIR APIs Federal interoperability APIs for Patient Access,

Provider Directory, and Prior Authorization.

Cloverleaf Integration engine for healthcare data exchange.

Collaboration & Service Management

Platform Usage at DOM

ITS Service Center Mississippi ITS enterprise ticketing system for

cloud, hosted application, DNS, firewall, and

account provisioning requests.

Smartsheet Project tracking, scheduling, and workflow

management.

Microsoft SharePoint Document management for project artifacts,

meeting recordings, and compliance

documentation.

Lexmark Cloud Print Enterprise cloud print management solution.

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.

5

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,