Director of IT Services / Cyber Security / Networking / 165756
Jackson, MS
12 months
Onsite Work
Description:
The State of Mississippi Division of Medicaid (DOM) administers the state's Medicaid program, providing healthcare
coverage to eligible Mississippians. DOM's Office of Information Technology Management supports the agency's
mission through enterprise technology services spanning cloud infrastructure, networking, service desk operations,
cybersecurity, application integration, and vendor management.
DOM is undergoing a significant technology modernization effort that includes migration of enterprise workloads to
cloud platforms, implementation of federal 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.
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.
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
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.
3
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.
4
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.
5
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 executive
briefings as required.
The contractor shall coordinate regularly with network administration, enterprise architecture, cybersecurity, IT
procurement, and application development teams.
SECURITY AND COMPLIANCE REQUIREMENTS:
The contractor shall pass a background investigation as required by the State of Mississippi and DOM 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 Mississippi 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 by DOM.
The contractor shall not remove, copy, or transmit DOM data, documents, or systems information without prior
written authorization.
Upon termination or completion of the engagement, the contractor shall return all DOM property, credentials,
and access shall be revoked within one (1) business day.
Required Skills/Experience
Provide the minimum required skills and/or experience the contractor must possess to qualify for this position. These
requirements will be transferred to the Score Sheet and candidates without these requirements reflected on their resume will
NOT be presented to the manager for consideration.
The successful resource will have five or more years of experience with the following skills:
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
6
Criteria Score Percentage Must equal 100%
Resume Score 20%
Interview Score 45%
Cost Score 35%
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
Provide any skills/experience that would be helpful for the candidate to possess but not required. Examples: Previous supervisory
experience, WebLogic experience helpful, etc.
Business Skill Set Requirement
Experience working in state or federal government IT environments,
preferably within a Medicaid, healthcare, or human services agency.
No minimum requirement
Experience with CMS interoperability mandates, including FHIR APIs
and federal healthcare data exchange standards.
No minimum requirement
AWS certifications: Solutions Architect, SysOps Administrator, or
Cloud Practitioner.
No minimum requirement
ITIL v4 Foundation or higher certification. No minimum requirement
Experience with identity and access management platforms. No minimum requirement
Experience with NoSQL databases and healthcare integration
engines.
No minimum requirement
Experience with infrastructure-as-code, CI/CD pipelines, and DevOps
practices.
No minimum requirement
Experience managing technology migrations from on-premises data
centers to cloud environments.
No minimum requirement
Project Management Professional (PMP) or similar certification. No minimum requirement
Master's degree in a technology or management discipline. No minimum requirement Experience with HIPAA Security Rule compliance and CMS ARC-
AMPE security requirement
