Director of IT Services SME

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.

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.

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.

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.

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.

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.

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.

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.

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.

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, and access shall be revoked within one (1) business day