Hosting Management and Helpdesk Support Services

A government authority in New Jersey is seeking a vendor to provide comprehensive hosting management and helpdesk support services. This contract will cover operating and maintaining the approved operational baseline, ensuring system availability, reliability, and performance, supporting users, resolving operational issues, executing approved changes and releases, and maintaining strict configuration control and operational records. The project also includes support for continuity and recovery activities, such as backup and restore functions and participation in continuity and disaster recovery exercises.

Vendors are expected to support security, compliance, and audit activities, including ongoing authorization and continuous monitoring in accordance with the Risk Management Framework (RMF), as well as control assessment support and security impact analysis for approved changes. The selected provider must deliver operational reporting, metrics, and service management activities that align with established IT Service Management (ITSM) practices, and support user access management consistent with Government-approved processes. Additionally, the contractor will assist with financial functional operations to maintain data integrity, update operational documentation, and create training materials focused on system sustainment and user support.