Director of IT Services

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 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 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, 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 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.

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 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

• ITS 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

• Manage daily IT infrastructure operations, ensuring availability and performance of all enterprise systems and services.
• Triage, assign, and track service tickets submitted for 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.

Security And Compliance Requirements

• The contractor shall pass a background investigation as required by the State 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 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.
• The contractor shall not remove, copy, or transmit data, documents, or systems information without prior written authorization.
• Upon termination or completion of the engagement, the contractor shall return all property, credentials, and access shall be revoked within one (1) business day.

Required Skills/Experience

• 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 Bachelors 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 requirements.