at Blue Cross of Idaho in Meridian, Idaho, United States
Job Description
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
Key Responsibilities
Strategic Leadership
- 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.
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
- 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.
- 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 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.
Key Success Metrics
- System uptime, performance, and reliability meeting or exceeding SLAs.
- Improvement in service desk responsiveness and customer satisfaction (CSAT).
- Cost optimization across cloud and on-prem infrastructure.
- Compliance with HIPAA, HITRUST, and CMS regulations.
- Increased adoption and productivity through M365 and collaboration tools.
- Employee engagement and talent growth within infrastructure and service teams.
As of the date of this posting, a good faith estimate of the current pay range is: $150,000 - $225,000. The position is eligible for an annual incentive bonus (variable depending on company and employee performance). The pay range for this position takes into account a wide range of factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, relevant experience, skills, seniority, performance, shift, travel requirements, internal equity, geography, business or organizational needs, and alignment with market data. At Blue Cross of Idaho, it is not typical for an individual to be hired at or near the top range for the position. Compensation decisions are dependent on factors and circumstances at the time of offer.
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.
Reasonable accommodations
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. To view full details and how to apply, please login or create a Job Seeker account
