Director IT Infrastructure & Service Desk - R3167-6334

Head Of Infrastructure And Service Desk

Our Head Of Infrastructure And Service Desk Is Responsible For The Overall Strategy, Delivery, And Operations Of The Organizations 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.

Key Responsibilities

Strategic Leadership

Develop And Execute A Hybrid Infrastructure And Service Strategy That Supports The Organizations 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.

Infrastructure Operations (Cloud & On-Premises)

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.

Microsoft 365 Platform & Collaboration Services

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).

Service Desk & End-User Experience

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).

Resilience, Compliance & Risk Management

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.

Financial & Vendor Management

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.

Leadership & Talent Development

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.

Qualifications

Education & Experience

Bachelors 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.

Healthcare Payer Or Other HIPAA-Regulated Industry Experience

Preferred.

Skills & Competencies

Strong Knowledge Of AWS Cloud Services, Virtualization, And Hybrid Connectivity.

Deep Expertise With Microsoft 365 Ecosystem And Administration