Director of IT

Position Description and Job Skill Set

The organization administers a Medicaid program, providing healthcare coverage to eligible residents. Its Office of Information Technology Management supports the organization's mission through enterprise technology services spanning cloud infrastructure, networking, service desk operations, cybersecurity, application integration, and vendor management.

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

Enterprise Cloud Services

• Provide strategic and operational leadership for the organization'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 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 the organization'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 central IT 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 central IT service center ticket workflows for the organization, 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 applicable 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 central IT services 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.

TECHNOLOGY ENVIRONMENT:

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

Cloud & Infrastructure Platforms

• 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

• 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 enterprise endpoints.

Networking & Identity

• 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

• 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

• Central IT Service Center: 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 the organization's 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 organization's Chief Information Officer (CIO) and/or Chief Technology Officer (CTO).

• The contractor shall participate in 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 organization 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 applicable 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 the organization.

• The contractor shall not remove, copy, or transmit organizational data, documents, or systems information without prior written authorization.

• Upon termination or completion of the engagement, the contractor shall return all organizational property, credentials, and access shall be revoked within one (1) business day.

Required Skills/Experience

The successful resource will have five or more years of experience with the following skills:

• Experience with progressive information technology, including significant experience managing enterprise IT operations and infrastructure — 10+ years.

• Experience in leadership or management, including direct supervision of technical teams, managers, engineers, and support personnel — 8+ years.

• 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.

• Strong understanding of enterprise networking, including LAN/WAN, DNS, load balancing, wireless infrastructure, and telecommunications — 2 years.

• Experience with enterprise monitoring and observability platforms — 2 years.

• Experience managing IT service desk operations, including service-level management, incident management, and customer satisfaction measurement — 2 years.

• Experience with IT vendor management, contract oversight, SOW development, and procurement support — 2 years.

• Experience managing data protection and backup solutions — 2 years.

• Strong understanding of cybersecurity principles, compliance frameworks, and IT governance in a regulated environment — 2 years.

• Excellent written and verbal communication skills, including the ability to translate technical issues into business-level communications for executive audiences — 2 years.

• Bachelor's degree in Information Technology, Computer Science, Management Information Systems, or a related field; or equivalent work experience — Bachelor’s or higher.

Preferred/Not Required

• Experience working in state or federal government IT environments, preferably within a Medicaid, healthcare, or human services agency.

• Experience with CMS interoperability mandates, including FHIR APIs and federal healthcare data exchange standards.

• AWS certifications: Solutions Architect, SysOps Administrator, or Cloud Practitioner.

• ITIL v4 Foundation or higher certification.

• Experience with identity and access management platforms.

• Experience with NoSQL databases and healthcare integration engines.

• Experience with infrastructure-as-code, CI/CD pipelines, and DevOps practices.

• Experience managing technology migrations from on-premises data centers to cloud environments.

• Project Management Professional (PMP) or similar certification.

• Master's degree in a technology or management discipline.

• Experience with HIPAA Security Rule compliance and CMS ARC-AMPE security requireme