IT and Security Director - Medicaid

The purpose of this Statement of Work (SOW) is to procure staff augmentation services for one (1) Director of IT

Services to provide executive-level leadership and operational oversight for DOM's enterprise IT Infrastructure

Management (ITIM) and Delivery Services functions. The contractor shall serve as a key member of DOM's IT

leadership team, reporting to the Chief Information Officer (CIO) and/or Chief Technology Officer (CTO), and shall be

responsible for the day-to-day management of infrastructure operations, cloud services, vendor relationships, service

desk operations, and technology modernization initiatives.

2

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.