Managed Information Technology Support Services

Vendors to provide Information Technology (IT) Managed Services in a co-managed model; Proposer will supplement the District's in-house Information Systems Manager with operational, project,
and specialized cybersecurity capacity.
- The District will:
• Maintain primary strategic ownership of the IT function through the Information Systems Manager.
• Provide access to facilities, systems, and documentation reasonably required for the Proposer to perform the services.
• Designate the Information Technology Manager as the Proposer's primary point of contact for service delivery.
• Procure hardware, software licenses, and subscriptions on the Proposer's recommendation, subject to District purchasing policies.
• Provide District acceptable use, security, and procurement policies for the Proposer's compliance.
• Engage in monthly service review meetings and quarterly strategic reviews.
- Service Desk and End-User Support
• Help desk and Tier 1/2 end-user support during defined business hours, with after-hours response for defined severity levels.
• Ticketing system access for District staff with documented escalation, response, and resolution Service Level Agreements (SLAs) by severity.
• Remote support and on-site response when remote resolution is not possible or appropriate.
• End-user account lifecycle management (onboarding, offboarding, role changes), coordinated with the Information Systems Manager
- Network and Infrastructure Operations
• Proactive monitoring, configuration, patching, and maintenance of switches, routers, firewalls, wireless access points, and VPN/remote access infrastructure.
• Server and virtualization platform management — physical hosts, virtual machines, operating system patching, performance monitoring.
• Backup operations: nightly backups, periodic restore testing, immutable copies for ransomware protection, and documented recovery procedures aligned with the District's Recovery Time and Recovery Point Objectives.
• Multi-site connectivity and bandwidth monitoring.
- Endpoint Management
• Desktop, laptop, tablet, and mobile device lifecycle support including imaging, provisioning, asset tagging, and decommissioning with documented data destruction.
• Patch management for operating systems and supported applications under documented SLAs.
• Endpoint protection (anti-virus, anti-malware, EDR) deployment, monitoring, and incident response.
• Hardware warranty management and coordination with manufacturers for repair and replacement.
- Cybersecurity Operations
• Managed Endpoint Detection and Response (EDR) with 24×7 security operations center monitoring.
• Managed Detection and Response (MDR) — network and identity threat detection with 24×7 SOC alerting and incident response.
• Vulnerability management — at minimum quarterly external vulnerability scans, annual penetration testing, documented remediation tracking.
• Continuous security awareness training and phishing simulation program for District staff.
• Centralized log collection and retention with minimum twelve (12) months of security event log retention.