IT Managed Services

Information technology managed service providers to provide comprehensive outsourced information technology (IT) managed services, cybersecurity, infrastructure administration, end-user support, and related technology services.
- Service Management, Help Desk, and End-User Support
Provide a full-service help desk as the single point of contact for City technology support. Current regular help desk hours are 7:00 a.m. to 6:00 p.m., Monday through Friday, excluding City holidays, with 24-hour escalation capability for urgent and critical issues. Services shall include ticket intake and tracking, prioritization, escalation, remote and on-site troubleshooting, desktop/laptop support, peripheral support,
installations/moves/adds/changes, new employee onboarding and offboarding support, technology refresh coordination, and user assistance for City applications.
- On-Site, After-Hours, Emergency, and EOC Support
Provide a combination of remote and on-site support appropriate to City operations. Proposers shall price approximately 4 on-site support hours per week as a distinct pricing component and describe staffing,
scheduling, backup coverage, and the ability to scale on-site resources. Provide 24x7x365 network and critical infrastructure support and 24x7x365 ability to respond to Police Department/public-safety technology incidents. Provide after-hours desktop/end-user support when requested. Clearly identify any after-hours, emergency, or overtime charges not included in the base fee.
- Network, Connectivity, and Telecommunications
Provide network engineering, administration, monitoring, maintenance, and troubleshooting across City facilities. Current technologies include Sophos and WatchGuard firewalls; Juniper Mist and Datto/Kaseya
wireless access points and switches; VPNs; VLANs; site-to-site connectivity; public and private Wi-Fi; UPS monitoring; and carrier circuits. Maintain current diagrams, configurations, inventories, firmware, security settings, certificates, and recoverable configuration backups.
- Cybersecurity, Monitoring, Compliance, and Incident Response
Provide 24x7x365 cybersecurity monitoring and management appropriate for a California municipal government with public-safety and operational-technology environments. Services shall include endpoint
security, EDR/antivirus, vulnerability and compliance management, centralized patching, security monitoring, SIEM/SOC functions, threat detection and escalation, MFA administration, secure remote access,
credential/password management, log monitoring, and remediation coordination.