Director of Infrastructure IT Services

Luna Data Solutions is seeking a Director of Infrastructure IT Services for a long term contract opportunity in Jackson MS.

• 12 month contract, likely to extend at least two additional years depending on the success of the resource
• 100% onsite in Jackson

Client is undergoing a significant technology modernization effort that includes migration of enterprise workloads to cloud platforms, implementation of interoperability mandates, adoption of cloud-native services, and restructuring of IT service delivery operations. These concurrent transformation initiatives require sustained, senior- level technical leadership to ensure continuity of operations, effective vendor coordination, and successful execution of modernization objectives.

Provide executive-level leadership and operational oversight for enterprise IT Infrastructure

Management (ITIM) and Delivery Services functions. Will serve as a key member of 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.

Will provide leadership and operational management across the following functional domains. The scope encompasses both ongoing operational responsibilities and active modernization initiatives.

Enterprise Cloud Services

• Provide strategic and operational leadership for 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 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 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 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.

KEY RESPONSIBILITIES

• 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.

REQUIRED SKILLS/EXPERIENCE

• 10 years of experience with progressive information technology, including significant experience managing enterprise IT operations and infrastructure.
• 8 years of experience in leadership or management, including direct supervision of technical teams, managers, engineers, and support personnel.
• 8 years of 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 of strong understanding of enterprise networking, including LAN/WAN, DNS, load balancing, wireless infrastructure, and telecommunications.
• 2 years of experience with enterprise monitoring and observability platforms.
• 2 years of experience managing IT service desk operations, including service-level management, incident management, and customer satisfaction measurement.
• 2 years of experience with IT vendor management, contract oversight, SOW development, and procurement support.
• 2 years of experience managing data protection and backup solutions.
• 2 years of strong understanding of cybersecurity principles, compliance frameworks, and IT governance in a regulated environment.
• 2 years of excellent written and verbal communication skills, including the ability to translate technical issues into business-level communications for executive audiences.
• Bachelor's degree in Information Technology, Computer Science, Management Information Systems, or a related field; or equivalent work experience.

PREFERRED QUALIFICATIONS

• Experience with CMS interoperability mandates, including FHIR APIs and 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.

WHAT LUNA DATA OFFERS

• High profile projects with collaborative and mission-driven work environments.
• Competitive compensation and benefits including health, dental, vision, life and accident insurance, short-term disability insurance, and more.

Luna Data Solutions, Inc. (LDS) provides equal employment opportunities to all employees. All applicants will be considered for employment. LDS prohibits discrimination and harassment of any type regarding age, race, color, religion, sexual orientation, gender identity, sex, national origin, genetics, protected veteran status, and/or disability status. A 7-year background check is required for this role.