IT Managed Services

The City of Scotts Valley seeks a qualified IT managed‑services firm to act as the primary technology partner for a three‑year period (starting July 1 2027) with an optional two‑year extension. The contractor will deliver end‑to‑end IT operations including help‑desk support, on‑site emergency response, Microsoft 365 Government Cloud administration, server/virtualization management, network engineering, cybersecurity monitoring, public‑safety and wastewater SCADA support, and comprehensive documentation and strategic planning. The engagement requires 24 × 7 monitoring, a minimum of four on‑site support hours per week, and strict adherence to service‑level targets for incident response and resolution. • Provide a single‑point help desk (7 am‑6 pm M‑F) with 24 hr escalation for critical issues. • Deliver on‑site, after‑hours, and Emergency Operations Center (EOC) support (≈ 4 hrs/week on‑site). • Administer Microsoft 365 GCC, Azure, Entra ID, Teams Phone, and related cloud services. • Manage Dell VxRail/VMware server environments for both IT and Wastewater SCADA domains. • Engineer, monitor, and maintain network infrastructure (firewalls, Wi‑Fi, VPNs, carrier circuits). • Provide continuous cybersecurity services (EDR, SIEM, vulnerability management, incident response, CJIS compliance). • Support Police Department public‑safety technology (CAD/RMS, radio, Axon, FirstNet, etc.). • Maintain Wastewater SCADA/OT environment with strict segmentation and backup procedures. • Coordinate third‑party applications (OpenGov, ESRI, AutoCAD, CivicPlus, etc.) and vendor escalations. • Supply AV/meeting‑room technology support, mobile device management, asset/license tracking, and regular reporting. • Develop transition, documentation, and exit‑assistance plans; meet defined SLA tiers (P1‑P4).