Director IT Infrastructure & Service Desk

Blue Cross and Blue Shield Association • Meridian, ID

65d • Hybrid

About The Position

Our Head of Infrastructure and Service Desk is responsible for the overall strategy, delivery, and operations of the organization's technology infrastructure and end-user support. This includes on-premises data centers, AWS cloud environments, enterprise network, Microsoft 365 collaboration platform, and enterprise service desk operations. This leader ensures a secure, scalable, and resilient technology foundation supporting all payer operations from claims and enrollment systems to digital member and provider platforms while delivering exceptional service experiences to employees and partners. This role has preference for flexible hybrid location (onsite Meridian Idaho campus, and work-from-home); there may be opportunity for fully remote work within a mutually acceptable location. #LI-Remote; #LI-Hybrid

Requirements

• Bachelor's degree in Computer Science, Information Systems, or equivalent work experience (Two years' relevant work experience is equivalent to one-year college).
• 10+ years IT experience, to include 5-10 years of progressive IT infrastructure leadership experience. Experience must also include 3+ years managing cloud and on-prem hybrid environments.
• Experience with AWS and Microsoft 365 platform administration and governance.
• Proven success in leading service desk or IT service management operations in large or regulated organizations.
• Strong knowledge of AWS cloud services, virtualization, and hybrid connectivity.
• Deep expertise with Microsoft 365 ecosystem and administration tools.
• Strong command of ITSM frameworks (ITIL) and service delivery metrics.
• Knowledge of networking, identity management, and security fundamentals.
• Excellent communication, leadership, and vendor management skills.

Nice To Haves

• Healthcare payer or other HIPAA-regulated industry experience preferred.

Responsibilities

• Develop and execute a hybrid infrastructure and service strategy that supports the organization's business, digital transformation, and modernization goals.
• Partner with enterprise architecture, cybersecurity, and business technology leaders to align infrastructure and service capabilities with enterprise objectives.
• Drive continuous improvement and innovation across infrastructure, cloud, and end-user services to enhance agility and reliability.
• Oversee operations of on-prem data centers, network, storage, and compute platforms.
• Lead AWS cloud strategy, governance, and operations, ensuring scalability, cost optimization, and compliance.
• Partner with security to implement infrastructure-level controls aligned with HIPAA, NIST, and CMS requirements.
• Establish infrastructure reliability and performance metrics aligned with SLAs and business needs.
• Lead strategy and operations for the Microsoft 365 ecosystem, including Exchange Online, Teams, SharePoint, OneDrive, and related collaboration tools.
• Ensure platform governance, security, and user experience optimization.
• Partner with business functions to drive adoption, productivity, and automation through M365 capabilities (e.g., Power Platform, Copilot).
• Oversee enterprise service desk operations to ensure timely, efficient, and high-quality technical support for all users.
• Implement IT service management (ITSM) best practices and automation for incident, request, problem, and change management.
• Drive a shift-left strategy and enable self-service support through knowledge management and AI-assisted tools.
• Measure and continuously improve end-user satisfaction (CSAT/NPS) and mean time to resolve (MTTR).
• Oversee disaster recovery, business continuity, and high-availability infrastructure strategies.
• Ensure all systems and operations adhere to healthcare regulatory and data privacy standards.
• Partner with compliance and risk teams to maintain audit readiness and address findings promptly.
• Manage infrastructure and service budgets, optimizing cost and performance across cloud and on-prem workloads.
• Oversee contracts and relationships with key technology vendors (AWS, Microsoft, managed service providers).
• Evaluate new technologies and service models to improve efficiency and reduce total cost of ownership.
• Build and lead high-performing teams across infrastructure engineering, service desk, cloud operations, and end-user computing.
• Foster a culture of accountability, service excellence, and innovation.
• Develop workforce skills in cloud operations, automation, and modern service delivery.

Benefits

• We offer a robust package of benefits including paid time off, paid holidays, community service and self-care days, medical/dental/vision/pharmacy insurance, 401(k) matching and non-contributory plan, life insurance, short and long term disability, education reimbursement, employee assistance plan (EAP), adoption assistance program and paid family leave program.
• We will adhere to all relevant state and local laws concerning employee leave benefits, in line with our plans and policies.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Industry: Religious, Grantmaking, Civic, Professional, and Similar Organizations