ITES-11074 - USA (Mundelein, Illinois) - Managed IT Services and Full 24x7x365 Security Operations services - Deadline October 20,2026

(1) Vendor needs to provide managed IT and full 24/7/365 security operations services to the government authority located in Mundelein, IL.• Managed IT Infrastructure• Server, workstation, mobile device, and network monitoring & management• Proactive patching and firmware updates• Backup and disaster recovery (Veeam or equivalent)• Firewall/switch/Wi–Fi/VPN/VLAN administration• Asset tracking and lifecycle planning• Microsoft Intune administration, including device compliance policies, configuration profiles, application deployment, conditional access, and Autopilot provisioning.• End‑User Help Desk– Help desk support must be available via phone, email, and/or ticket portal.– A fully staffed help desk with rapid response capability at all hours, including weekends and holidays, is strongly preferred. – The Village will consider alternative support models if they demonstrate timely response and adequate coverage for critical incidents. – The selected Provider must ensure secure, reliable, and modern support for all municipal departments.Required capabilities include:• Comprehensive Tier 1 and Tier 2 support, with defined escalation to senior engineers or SOC analysts for complex or high–impact issues.• Remote and onsite support as needed, with clearly defined SLA–based response and resolution times• A full ticketing system with dashboards, metrics, and monthly performance reporting.• Support for all standard municipal applications, including but not limited to Microsoft 365, Teams,SharePoint, Exchange, Adobe, browsers, printing, and line–of–business systems.– Strategic IT Consulting• Annual technology strategy plan and modernization roadmap• Budget forecasting and project planning• Azure, Microsoft 365, and cloud security guidance• Network diagrams and documentation and IT governance support.(2) The contract period will be for three years.(3) All the questions must be submitted no later than October 10, 2026.