Director Information Technology Services

Director of IT Services

3771 Eastwood Dr Jackson Mississippi 39211

100% onsite required,

Work hours of 8 AM- 5 PM CST

Cost is 35% here in total evaluation; negotiate as competitively as possible.

Description:

MSP Note: Likely to extend at least two additional years depending on the success of the resource. 100% onsite in Jackson, MS - do NOT submit candidates that will request remote work. This should be a quick turnaround; they need someone asap.

Position Description and Job Skill Set

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 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.

DOM Technology Environment:

The contractor shall possess working knowledge and demonstrated proficiency with the following platforms, tools, and systems that comprise DOM's current and target-state technology environment.

Cloud & Infrastructure Platforms

Platform Usage at DOM

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

Platform Usage at DOM

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 DOM endpoints.

Networking & Identity

Platform Usage at DOM

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

Platform Usage at DOM

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

Platform Usage at DOM

ITS Service Center - Mississippi ITS 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:

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.

Reporting Structure

• 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 executivebriefings as required.
• The contractor shall coordinate regularly with network administration, enterprise architecture, cybersecurity, IT procurement, and application development teams.