Director of IT Services

Job Tittle: Director of IT Services

Location : Jackson, MS, Onsite

Rate: Best competitive rate

Position Overview

The client is seeking an experienced Director of IT Services to provide senior-level technical leadership and operational oversight for its enterprise IT Infrastructure Management (ITIM) and Delivery Services functions.

DOM is undertaking a significant technology modernization initiative that includes cloud migration, adoption of cloud-native technologies, federal interoperability requirements, and transformation of IT service delivery operations. The successful candidate will provide leadership across infrastructure operations, cloud services, networking, service desk operations, vendor management, cybersecurity coordination, and technology modernization.

The Director of IT Services will serve as a key member of the DOM IT leadership team and will report directly to the Chief Information Officer (CIO) and/or Chief Technology Officer (CTO). The role will be responsible for ensuring operational continuity, effective service delivery, vendor performance, and successful execution of modernization initiatives.

Key Responsibilities

Enterprise Cloud Services

• Provide strategic and operational leadership for DOM's enterprise cloud environment.

• Oversee cloud infrastructure provisioning, platform services, identity integration, monitoring, and capacity management.

• Lead and coordinate cloud migration initiatives with professional services teams, managed migration vendors, and internal DOM teams.

• Establish cloud governance covering architecture standards, cost management, security compliance, and operational procedures.

• Manage cloud account provisioning, vendor onboarding, and service-request workflows.

• Develop strategies for disaster recovery, high availability, and technology resiliency.

• Monitor cloud consumption, performance, and costs and identify opportunities for optimization.

Network, Voice & Telecommunications

• Direct enterprise network and telecommunications operations supporting statewide Medicaid business functions.

• Oversee LAN/WAN, wireless, Internet connectivity, remote access, and unified communications.

• Manage load balancing and DNS provisioning for application environments.

• Coordinate with telecommunications carriers, managed service providers, and technology vendors.

• Lead network infrastructure modernization to support cloud services, mobility, and evolving security requirements.

• Coordinate network access restoration and firewall rule changes through Mississippi ITS.

IT Service Desk & End-User Support

• Lead the enterprise IT service desk and end-user support organization.

• Establish and monitor service desk KPIs, including first-contact resolution, response times, resolution times, backlog, and customer satisfaction.

• Oversee incident escalation, major incident management, and post-incident reviews.

• Manage ITS Service Center ticket workflows for DOM.

• Develop self-service capabilities, knowledge management, and automation to improve the employee technology experience.

Infrastructure & Operations

• Provide leadership for enterprise infrastructure operations, including compute, storage, virtualization, operating systems, backup, and monitoring.

• Ensure critical infrastructure meets established availability and performance standards.

• Lead infrastructure modernization and technology lifecycle management.

• Develop hardware refresh strategies and capacity plans.

• Establish effective backup, recovery, redundancy, and disaster recovery capabilities.

• Manage compliance documentation and assessment artifacts for infrastructure domains.

Cybersecurity, Compliance & Governance

• Partner with CIO/CTO and cybersecurity teams to ensure infrastructure and services meet state and federal security requirements.

• Ensure IT operations comply with HIPAA, CMS requirements, 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 Mississippi ITS on security documentation and architecture standards.

Vendor & Contract Management

• Provide executive oversight of technology vendors, managed service providers, and cloud partners.

• Coordinate active technology contracts and procurement activities.

• Contribute to Statements of Work (SOWs), procurement documentation, and contract negotiations.

• Monitor vendor performance, deliverables, financial commitments, and contractual compliance.

• Manage vendor escalations and remediation of significant service issues.

• Support solicitation reviews, proposal evaluations, and vendor-selection activities.

IT Service Management & Governance

• Establish governance processes for incident, problem, change, configuration, request, and service-level management.

• Develop and maintain an enterprise service catalog defining services, ownership, service levels, and support models.

• Develop executive dashboards and reports covering IT service health, risks, performance trends, and improvement initiatives.

• Lead development and maintenance of Standard Operating Procedures (SOPs).

• Facilitate weekly status reporting and IT leadership coordination meetings.

Technology Environment

Candidates should have working knowledge of enterprise technology environments comparable to the following:

Cloud & Infrastructure

• AWS EC2, S3, RDS, IAM, VPC, CloudWatch, Landing Zone

• Cohesity

• VMware vSphere / vCenter

• Microsoft Azure / Microsoft 365

• Azure AD / Microsoft Entra ID

Monitoring, Observability & Security

• Dynatrace

• Cloudflare

• Microsoft Security

Networking & Identity

• F5 BIG-IP

• Auth0

• Cisco Meraki

• Active Directory / Microsoft Entra ID

Applications, Integration & Data

• MarkLogic

• GitLab / CI/CD

• FHIR APIs

• Cloverleaf Integration Engine

Collaboration & Service Management

• Mississippi ITS Service Center

• Smartsheet

• Microsoft SharePoint

• Lexmark Cloud Print Enterprise

Key Duties

• Manage daily IT infrastructure operations and ensure availability and performance of enterprise systems and services.

• Triage, assign, and track cloud, hosting, network, and infrastructure service requests.

• Coordinate DNS changes, firewall rules, account provisioning, and access management.

• Lead major incident response, root-cause analysis, and corrective-action initiatives.

• Manage vendor relationships, performance reviews, status meetings, and escalations.

• Review and contribute to SOWs, procurement documents, and contract renewals.

• Participate in interviews and hiring activities for infrastructure and client-support positions.

• Develop and maintain SOPs across ITIM service areas.

• Prepare and deliver weekly status reports to IT leadership.

• Manage periodic assessment artifact collection and compliance documentation.

Required Qualifications & Experience

Candidates must demonstrate the following minimum qualifications:

RequirementMinimum ExperienceProgressive IT experience with significant enterprise IT operations and infrastructure management10+ yearsIT leadership/management with direct supervision of technical teams, managers, engineers, and support personnel8+ yearsEnterprise cloud management with AWS, including EC2, S3, IAM, VPC, CloudWatch, and Landing Zone architectures2+ yearsEnterprise networking, including LAN/WAN, DNS, load balancing, wireless, and telecommunications2+ yearsEnterprise monitoring and observability platforms2+ yearsIT service desk operations, service-level management, incident management, and customer satisfaction measurement2+ yearsIT vendor management, contract oversight, SOW development, and procurement support2+ yearsData protection and backup solutions2+ yearsCybersecurity principles, compliance frameworks, and IT governance within a regulated environment2+ yearsExecutive-level written and verbal communication, including translating technical issues into business-level communications2+ yearsBachelor's degree in IT, Computer Science, MIS, related field, or equivalent work experienceBachelor's or higher

These requirements are identified as minimum qualifications and are intended to be reflected on the candidate's resume for consideration.

Preferred Qualifications

The following qualifications are preferred but are not mandatory:

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

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

• AWS certifications such as 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 (IaC), CI/CD pipelines, and DevOps practices.

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

• PMP or similar project-management certification.

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

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

Reporting Structure

The Director of IT Services will report to the DOM CIO and/or CTO and will participate in IT leadership meetings, weekly status-reporting activities, and executive briefings as required.

The role will collaborate closely with network administration, enterprise architecture, cybersecurity, IT procurement, and application development teams.

Security & Compliance Requirements

The selected contractor must:

• Successfully complete the required State of Mississippi and DOM background investigation before starting work.

• Comply with HIPAA Privacy and Security Rule requirements, including protection of PHI and ePHI.

• Comply with CMS ARC-AMPE and applicable federal security requirements.

• Follow Mississippi ITS security policies, standards, and procedures.

• Complete required security-awareness training within 30 days of onboarding and annually thereafter.

• Execute required NDAs and confidentiality agreements.

• Protect DOM data, documents, credentials, and systems information from unauthorized removal, copying, or transmission.

• Return all DOM property and credentials upon completion or termination of the engagement.

Best,

Bhavani

Recruiter | IT & Digital Marketing

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