Director of IT Services at Jackson - MS (ONSITE) Position..

Job Title: Director of IT Services.

Location: Jackson MS - (ONSITE)

Duration: 1+ Year's .

Key Responsibilities & Scope of Services:-

The Director of IT Services will provide strategic and operational leadership across the following functional domains:

Enterprise Cloud Services:-

• Lead the strategy, provisioning, platform services, identity integration, monitoring, and capacity management for DOM's enterprise cloud environment (primarily Amazon Web Services - AWS).
• Oversee cloud migration activities in coordination with professional services teams, managed migration vendors, and internal DOM staff.
• Establish and enforce governance standards for cloud adoption, architecture, cost management, security compliance, and operational workflows.
• Manage cloud account provisioning, vendor cloud onboarding, and cloud service request ticketing.
• Develop resilient strategies for disaster recovery, high availability, and technology continuity within cloud environments.
• Monitor consumption, performance, and expenditures to drive continuous cost-optimization.

Network, Voice & Telecommunications:-

• Direct enterprise network and telecommunications operations supporting statewide Medicaid business functions (LAN/WAN, wireless, Internet connectivity, remote access, unified communications).
• Oversee load balancing and DNS provisioning for application environments.
• Coordinate with telecommunications carriers, MSPs, and technology vendors to guarantee SLA compliance.
• Lead network modernization initiatives to support cloud services, workforce mobility, and strict security requirements.
• Manage network access restoration and firewall rule change requests via Mississippi Information Technology Services (ITS) coordination.

IT Service Desk & End-User Support:-

• Direct the enterprise IT service desk and end-user support organization, supervising client support technicians and supervisory staff.
• Establish and track service desk KPIs, including first-contact resolution, response/resolution times, backlog control, and customer satisfaction.
• Oversee incident escalation, major incident management, and structured post-incident reviews.
• Manage ITS Service Center ticket workflows for cloud and hosted application categories.
• Champion self-service tools, knowledge management systems, and automation to enhance the employee technology experience.

Infrastructure & Operations:-

• Provide executive oversight for core infrastructure operations, including compute, storage, virtualization, operating systems, backups, and monitoring platforms.
• Ensure critical infrastructure maintains high availability and performance standards.
• Drive infrastructure lifecycle management, hardware refresh cycles, and capacity planning.
• Implement robust backup, recovery, redundancy, and disaster recovery frameworks.
• Coordinate assessment artifact collection and compliance documentation across infrastructure domains.

Cybersecurity Partnership & Compliance:-

• Partner closely with the CIO/CTO and cybersecurity teams to ensure infrastructure aligns with state and federal security mandates.
• Enforce operational compliance with HIPAA, CMS, and Mississippi ITS security policies.
• Support security control implementation across cloud, network, endpoint, and infrastructure layers.
• Participate actively in risk assessments, audits, compliance reviews, vulnerability remediation, and security initiatives.
• Collaborate 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 (SOW development, brand specification forms, contract negotiations).
• Monitor vendor performance, milestones, financial commitments, and contractual compliance.
• Manage vendor escalations and remediation of major service issues.
• Support IT procurement cycles, including solicitation reviews, proposal evaluations, and vendor selections.

IT Service Management & Governance:-

• Establish operational governance frameworks for incident, problem, change, configuration, request, and service-level management.
• Develop and maintain an enterprise service catalog defining services, ownership, SLAs, and support models.
• Create executive-level dashboards and reports communicating IT service health, risk factors, performance trends, and optimization initiatives.
• Lead Standard Operating Procedure (SOP) development and maintenance for ITIM domains.
• Facilitate weekly status meetings and regular leadership coordination briefings.

DOM Technology Environment

Candidates must demonstrate working knowledge and proficiency across the following systems:

• Cloud & Infrastructure: Amazon Web Services (AWS - EC2, S3, RDS, IAM, VPC, CloudWatch, Landing Zone), Cohesity (backup/data protection), VMware (vSphere, vCenter - active migration to AWS), Microsoft Azure / M365 (Azure AD / Entra ID, Exchange Online, SharePoint, Teams).
• Monitoring & Security: Dynatrace (APM & observability), Cloudflare (CDN, DDoS protection, WAF), Microsoft Security (endpoint update management).