Collaborative Managed IT Services

The government authority in Philadelphia, Pennsylvania is seeking a vendor to provide collaborative managed IT services. The selected provider will serve as a network and advanced technical support partner, working closely with the network director of IT and campus-based IT coordinators.

Responsibilities include primary management and support of WAN and LAN infrastructure across all campuses and the central office, as well as 24/7 monitoring of critical network systems and services. Monitoring should encompass port utilization, packet loss and latency, errors, link status, and configuration changes. The vendor will be expected to proactively identify, alert, and respond to incidents affecting network connectivity, performance, or security.

Further duties involve providing advanced L2 and occasional L3 technical support, troubleshooting complex or multi-site IT systems and issues, and ensuring rapid response to core infrastructure-impacting problems with well-defined SLAs for response and resolution. For significant issues where remote solutions are not feasible, the vendor must deliver onsite support within 24 hours. Clear and timely communication during incidents, including frequent status updates and prompt escalation as needed, is required.