The client is seeking for one (1) Director of IT Services to provide executive-level leadership and operational oversight for client's enterprise IT Infrastructure Management (ITIM) and Delivery Services functions. The contractor shall serve as a key member of client'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.

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; Cybersecurity 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 client'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 client 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.

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 the client, 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 client security requirements.
Ensure IT operations comply with HIPAA, CMS, and client 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:
The contractor shall possess working knowledge and demonstrated proficiency with the following platforms, tools, and systems that comprise client's current and target-state technology environment.

Cloud & Infrastructure Platforms
Platform - Usage
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
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 client endpoints.

Networking & Identity
Platform - Usage
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
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
ITS Service Center - Client 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 the client 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
Qualification - Requirement
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
Business Skill Set
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.

Notes:
100% onsite
8:00 AM - 5:00 PM
The contractor shall be available for after-hours support during major incidents, planned maintenance windows, and critical system events. Response time shall not exceed thirty (30) minutes for critical severity incidents.
Travel Frequency: Occassional; In/Out of state