Jobs & RFPs

With our current agreement approaching expiration, LSEM is issuing this RFP to conduct a competitive bid consistent with LSC procurement expectations. LSEM's Tech Steering Committee comprising senior management and staff representatives will lead the review process, as it did during the prior 2021 RFP cycle.

The selected MSP will be instructed to:

• Collaborate with LSEM leadership and the Tech Steering Committee to develop, document, and maintain a multi-year technology roadmap and annual IT budget aligned with LSC standards. 
• Conduct regular, structured meetings with LSEM leadership reviewing service desk performance against Service Level Agreements (SLAs), security posture, and progress against the technology roadmap. 
• Propose and contractually commit to clear, measurable SLAs for ticket acknowledgment, response, and resolution, categorized by priority level, with monthly performance reporting. 
• Provide unlimited remote support via a centralized ticketing system, telephone, and email during LSEM's standard business hours (to be defined), with a documented process for after-hours/emergency support for critical outages. 
• Assign a primary and secondary technician to the LSEM account and onsite at the primary location to build deep familiarity with LSEM's environment, applications, and users.
• Develop and execute a standardized, checklist-driven onboarding process for new employees, interns, and volunteers (LSEM's current contract accommodates up to 60 intern/volunteer onboardings and off boardings per year), and a secure offboarding/de-provisioning process for departures. 
• Provide complete management, proactive monitoring, and maintenance of all network equipment (firewalls, switches, wireless access points) across all LSEM office locations, including configuration management and firmware updates. 
• Implement and maintain a comprehensive inventory of all LSEM hardware and software assets. 
• Deploy, configure, and manage backup and disaster recovery solutions consistent with LSEM's data protection obligations. 
• Deploy, configure, and manage a Mobile Device Management (MDM) solution to enforce security policies and provide remote wipe capability for devices accessing LSEM data. 
• Assist LSEM in formalizing and testing its Incident Response Plan, including at least one annual tabletop exercise with leadership and key staff. 
• Manage security administration broadly, including breach notification and response, and support LSEM staff in performing an annual risk assessment. 
• Serve as first point of contact for troubleshooting core business applications (e.g., case management system) and manage escalations to application-specific vendors as needed. 
• Identify and price, as an out-of-scope project list, anticipated initiatives such as: cloud infrastructure changes, print/scan fleet evaluation, office moves or build-outs, and integration with new business software.