Managed Information Technology (IT) Support Services

IT firm that has significant managed IT support experience with municipal governments, public agencies, law enforcement or public safety environments, or similarly complex organizations.
- Managed IT support services including:
A. General Managed IT Support
• Manage, maintain, monitor, troubleshoot, and support the City’s IT environment, including computer systems, network infrastructure, associated hardware, software, operating systems, servers, cloud platforms, endpoint devices, mobile computing devices, and related systems necessary for City operations.
• Provide both onsite and remote support and be capable of supporting all City facilities, including the Public Works Facility in Sheridan, Colorado, when needed.
• Provide an onsite IT support component. For proposal purposes, proposers should assume a baseline of not less than twenty (20) onsite hours per week unless otherwise stated in an addendum.
• Provide support with limited daily supervision from City staff.
B. Help Desk Services and Service Levels
• Provide a help desk system that allows authorized City users to submit, track, and receive updates on service requests through email, web portal, or other proposed method.
• Provide remote troubleshooting, onsite troubleshooting when needed, afterhours/weekend/holiday support, escalation procedures, and user communication regarding ticket status.
• Document support requests, actions taken, resolution status, and recurring issues in a central repository accessible to authorized City representatives.
• Provide proposed remote and onsite response times for high, medium, and low-priority requests.
C. Staffing, Continuity, and Bench Strength
• Identify the proposed primary account manager, primary onsite support technician, backup technician(s), security lead, strategic planning/vCIO resource if applicable, help desk escalation contacts, and after-hours/on-call coverage model.
• Describe how the firm cross-trains staff, documents institutional knowledge, and ensures continuity if assigned personnel are unavailable, reassigned, or leave the firm.
• All onsite and key personnel, including replacements, are subject to the City’s prior approval. The City may withhold or withdraw approval based on job-related concerns involving qualifications, availability, performance, professional conduct, or security. The firm shall promptly remove an individual whose approval is withdrawn, provide a qualified replacement for City approval, and maintain service continuity. The firm remains responsible for employing and supervising its personnel.
• Maintain documentation and processes sufficient to reduce City dependency on any one individual.
D. Network, Server, Cloud, and Endpoint Support
• Manage and support network infrastructure, firewalls, switches, routers, wireless access points, servers, virtual servers, cloud services, desktops, laptops, tablets, mobile devices, and endpoint
management tools.
• Manage or support email and collaboration systems, user account setup, changes, offboarding, file permissions, access controls, software updates, and patch management.
• Maintain accurate asset inventory, software/license inventory, and relevant configuration documentation.
• Coordinate with third-party vendors for systems used by the City, including finance, permitting, GIS, website/CMS, public safety, audio/video, records, and other platforms.
• Discuss normal, planned, production-grade network changes with the City’s designated representative before implementation and provide back-out procedures when appropriate.
• Perform major updates, installations, and maintenance outside normal business hours unless otherwise approved by the City.
E. Cybersecurity and Information Security
• Support the confidentiality, integrity, availability, recoverability, and reliability of City information assets.
• Manage endpoint protection/antivirus, patching, firewall monitoring, security review and reporting, and intrusion or unauthorized-use monitoring.
• Support cyber insurance requirements, CIRSA or other risk-management documentation, and annual security questionnaires or checklists as requested.
• Assist with incident response planning, breach response coordination, security policy review, and cybersecurity improvement recommendations.
• Describe cybersecurity framework, monitoring practices, incident escalation procedures, reporting cadence, and experience supporting local government or public safety environments.
F. Police Department and Public Safety Support
• Support the Cherry Hills Village Police Department and public safety systems with appropriate sensitivity, responsiveness, access controls, confidentiality, and documentation.
• Comply with Police Department building access, background check, CBI/CCIC/NCIC-related, public safety, and state-mandated compliance requirements as determined applicable by the City and Police Department.
• Support and coordinate with third-party vendors for police technology systems, which may include records management, electronic citation, body camera/in-car camera systems, mobile data computers, live scan/fingerprinting, door/security systems, data platforms, records retention, and related systems.
• Provide after-hours and emergency support appropriate to public safety operations.
• Describe experience supporting law enforcement or public safety clients and how the firm manages compliance-sensitive environments.