Managed IT Support Services

The Vendor is required to provide professional Managed Information Technology (IT) Services to deliver comprehensive IT support and management, as well as conduct a thorough IT audit.
- Provider will be responsible for ensuring the efficient and effective operation of our IT systems and services, supporting our day-to-day operations, and enhancing overall IT infrastructure.
- Provider must be able to provide both remote and on-site support at all town buildings and be able and willing to maintain bureau compliance requirements.
- IT managed service provider to assist with all information technology (IT) - related tasks, support, and services; including, but not limited to: network architecture (wired/wireless), network security support, server support, systems management, application support, infrastructure support, backup and disaster recovery support, firewall support, dc/ad/GPO support, help desk support, cyber security support, exchange support, systems onboarding, or any other IT related project.
- Remote support – service desk or designated support technicians
• Act as the primary resource for IT support services
• Handle support requests initiated through designated tools (e.g., email, phone, or an online portal)
• Responsibilities include:
1. Addressing immediate support issues such as computer problems, network outages, server inaccessibility, email issues, printer problems, and software-related items
2. Employee onboarding and off boarding IT support
3. Identifying, diagnosing, and resolving problems remotely
4. Categorizing and recording reported queries, advising users on appropriate actions, providing solutions, and escalating to higher-level support when necessary
• Available 24/7/365 - Senior engineering support
• Provide higher-level support for complex IT issues and proactive IT consulting
• Responsibilities include:
1. Developing and maintaining an IT roadmap for town
2. Handling service ticket escalations that the service desk cannot resolve
3. Offering required onsite support for network management and maintenance, vendor interactions, technical reviews, project support, server and firewall maintenance and backup solutions, hardware support
4. Conducting quality assurance (QA) audits as part of routine maintenance
- Network and infrastructure management
• Monitor and maintain city’s network infrastructure, ensuring reliable and secure connectivity
• Manage server environments, including updates, patches, and performance monitoring
• Implement and maintain cybersecurity measures to protect town data and systems
• Provide disaster recovery planning and backup management
- IT consulting & strategy
• Work with town officials to develop long-term IT strategies that align with town goals
• Provide recommendations for technology improvements and innovations
• Assist in budgeting and planning for future IT investments
- Emergency and onsite support
• Provide timely onsite support for critical issues that cannot be resolved remotely
• Ensure rapid response times for emergency situations affecting town operations
• Our police department and dispatch center operate 24 hours a day, 7 days a week, 365 days a year. 
• Failures in their IT systems can result in catastrophic communications failures, so.
- Contract Period/Term: 6 years
- Questions/Inquires Deadline: July 30, 2025