Director of IT Services

KēSTA I.T.•Jackson, MS

3d•Hybrid

About The Position

We Are Seeking an experienced Director of IT Services to provide senior-level leadership and operational oversight for enterprise IT infrastructure, cloud services, service desk operations, networking, cybersecurity coordination, vendor management, and technology modernization initiatives. This role will lead day-to-day IT service delivery while supporting large-scale transformation efforts, including cloud migration, infrastructure modernization, interoperability initiatives, and improvements to IT service management and governance. The successful candidate will possess extensive enterprise IT leadership experience and the ability to manage technical teams, vendors, complex infrastructure environments, and strategic technology initiatives while translating technical information into clear business-level communications for executive stakeholders.

Requirements

10+ years of progressive information technology experience, including significant experience managing enterprise IT operations and infrastructure.
8+ years of leadership or management experience, including direct supervision of technical teams, managers, engineers, and support personnel.
2+ years of experience managing enterprise cloud environments, specifically Amazon Web Services (AWS), including EC2, S3, IAM, VPC, CloudWatch, and Landing Zone architectures.
2+ years of experience with enterprise networking, including LAN/WAN, DNS, load balancing, wireless infrastructure, remote access, 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, escalation, and customer satisfaction measurement.
2+ years of experience with IT vendor management, including contract oversight, Statement of Work (SOW) development, procurement support, vendor performance management, and escalation management.
2+ years of experience managing enterprise data protection and backup solutions.
2+ years of experience with cybersecurity principles, compliance frameworks, risk management, and IT governance within a regulated or highly controlled environment.
2+ years of experience communicating technical information to executive and business audiences, including excellent written and verbal communication skills.
Bachelor’s degree or higher in Information Technology, Computer Science, Management Information Systems, Business, or a related field, or equivalent professional experience.
Strong understanding of enterprise IT operations, infrastructure management, cloud services, networking, service management, and technology governance.
Strong leadership, analytical, problem-solving, organizational, and stakeholder-management skills.
Ability to manage multiple priorities and coordinate effectively with executive leadership, technical teams, business stakeholders, vendors, and external service providers.

Nice To Haves

Experience working in state or federal government IT environments, particularly within healthcare, Medicaid, or human services organizations.
Experience with healthcare interoperability standards, including FHIR APIs and federal healthcare data-exchange requirements.
Experience with HIPAA Security Rule compliance and healthcare data protection practices.
Experience with Microsoft Azure, Microsoft 365, Entra ID, and Active Directory.
Experience with identity and access management platforms.
Experience with infrastructure-as-code, CI/CD pipelines, DevOps practices, and automated deployment processes.
Experience managing large-scale migrations from on-premises data centers or virtualization environments to cloud platforms.
Experience with NoSQL databases and healthcare integration engines.
Experience with enterprise monitoring, observability, security, and application delivery technologies.
AWS certification, such as AWS Solutions Architect, SysOps Administrator, or Cloud Practitioner.
ITIL v4 Foundation or higher certification.
Project Management Professional (PMP) or comparable project management certification.
Master’s degree in Information Technology, Computer Science, Business, Management, or a related discipline.
Experience developing and maintaining enterprise service catalogs, Standard Operating Procedures (SOPs), IT governance frameworks, and executive-level reporting.
Experience leading major incident response, root cause analysis, disaster recovery, business continuity, and technology resiliency initiatives.

Responsibilities

Provide strategic and operational leadership for enterprise IT infrastructure, cloud services, networking, telecommunications, service desk, end-user support, and IT operations.
Manage daily IT infrastructure operations to ensure the availability, performance, reliability, and security of enterprise systems and services.
Lead enterprise cloud operations, including infrastructure provisioning, platform services, identity integration, monitoring, capacity management, and cloud governance.
Oversee cloud migration initiatives and coordinate activities among internal technical teams, cloud architects, professional services organizations, and managed service providers.
Establish and maintain cloud governance standards covering architecture, security, cost management, provisioning, operational procedures, and technology resiliency.
Monitor cloud consumption, performance, and costs and identify opportunities for optimization and improved resource utilization.
Develop and maintain strategies for high availability, disaster recovery, backup, redundancy, and business continuity across cloud and infrastructure environments.
Direct enterprise network and telecommunications operations, including LAN/WAN, wireless, Internet connectivity, remote access, unified communications, DNS, load balancing, and related services.
Coordinate with telecommunications carriers, managed service providers, and technology vendors to ensure service-level commitments and operational requirements are met.
Lead modernization of network and infrastructure environments to support cloud adoption, mobility, security, and evolving business requirements.
Provide leadership for enterprise service desk and end-user support functions, including technical support teams and supervisory personnel.
Establish and monitor service desk performance metrics, including first-contact resolution, response times, resolution times, ticket backlog, service-level agreements, and customer satisfaction.
Oversee incident escalation, major incident management, root cause analysis, corrective actions, and post-incident reviews.
Triage, assign, and track service requests and incidents involving cloud, hosting, network, infrastructure, and enterprise technology services.
Develop self-service capabilities, knowledge management practices, and automation initiatives designed to improve the end-user technology experience.
Lead infrastructure operations involving compute, storage, virtualization, operating systems, backup, monitoring, and related enterprise platforms.
Manage technology lifecycle planning, infrastructure refresh strategies, capacity planning, and modernization initiatives.
Ensure effective backup, recovery, redundancy, monitoring, and disaster recovery capabilities are established and maintained.
Partner with cybersecurity and technology leadership to ensure infrastructure and services meet applicable security, privacy, regulatory, and organizational requirements.
Support security controls across cloud, network, infrastructure, endpoint, identity, and other technology environments.
Participate in risk assessments, audits, compliance reviews, vulnerability remediation, and other cybersecurity initiatives.
Develop and maintain compliance documentation, assessment artifacts, standard operating procedures, and infrastructure governance materials.
Provide executive oversight of technology vendors, managed service providers, cloud partners, and other external technology organizations.
Manage vendor performance, deliverables, financial commitments, contractual requirements, service-level expectations, and escalations.
Contribute to Statements of Work, procurement documentation, contract renewals, solicitation reviews, proposal evaluations, and vendor selection activities.
Establish and maintain IT service management governance covering incident, problem, change, configuration, request, and service-level management.
Develop and maintain an enterprise service catalog that defines technology services, ownership, service levels, and support models.
Develop executive dashboards and reports communicating IT service health, operational performance, risks, trends, and improvement initiatives.
Lead the development and maintenance of Standard Operating Procedures (SOPs) across IT infrastructure and service management functions.
Prepare and deliver regular IT status reports and facilitate leadership coordination meetings.
Lead technology outage response and service restoration efforts, including root cause analysis and implementation of corrective actions.
Conduct interviews and participate in hiring and staffing activities for infrastructure, operations, and end-user support positions.
Coordinate with enterprise architecture, cybersecurity, networking, application development, procurement, and other technology teams to ensure effective service delivery.
Support technology migrations from on-premises environments to cloud platforms and modernize legacy infrastructure and applications.
Provide leadership during technology transformation initiatives while maintaining continuity of critical IT operations.
Perform other leadership, operational, and strategic technology responsibilities as required.