Managed IT and Security Services

The vendor is required to provide managed IT and security services for include:
1. Managed IT services (help desk escalation, network, and server support)
•    Provide escalation support for complex technical issues related to servers, networks, and applications. 
•    Be available to provide frontline help desk support on an as-needed basis, primarily through remote support, with the possibility of limited onsite help desk assistance if required. 
•    Utilize their own remote monitoring and management (RMM) platform or integrate with the city’s existing RMM tool to provide proactive monitoring, troubleshooting, and remote remediation capabilities. 
•    Offer secure remote access capabilities for efficient problem resolution. 
•    Respond onsite, when necessary, with clearly defined service level agreements (SLAS) for both remote and onsite response times. 
•    Provide ongoing network, server, and system health monitoring to identify and mitigate issues before they affect city operations.
2. Managed IT security services
•    Provide and manage endpoint detection and response (EDR) solutions. 
•    Provide and manage enterprise-grade email security and protection solutions. 
•    Perform continuous dark web monitoring for compromised credentials and emerging threats. 
•    Ingest and correlate logs from the city’s existing dark trace solution, providing analysis and actionable insights. 
•    Respond to security incidents both remotely and onsite as required. 
•    Deliver continuous threat monitoring across the city’s IT environment. 
•    Provide identity and access management (IAM) solutions. 
•    Implement and manage data loss prevention (DLP) capabilities. 
•    Conduct regular vulnerability scanning and provide remediation guidance. 
•    Provide network security services, including intrusion detection and prevention support. 
•    Support disaster recovery and business continuity (DR/BC) planning and testing. 
•    Incident response services, including investigation, containment, eradication, and recovery support. 
•    Assist the city with strategic cybersecurity planning, including developing roadmaps, aligning with industry best practices, and supporting compliance with applicable regulations.

- Contract Period/Term: 4 years
- Questions/Inquires Deadline: October 27, 2025