Director of IT Services - Infrastructure

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.

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.

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

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