The Massachusetts Clean Energy Technology Center (MassCEC) is issuing this Request for Proposals (RFP) to solicit bids from qualified vendors to provide Level 1 technical support services and limited Microsoft 365 operational support. MassCEC is transitioning to a governance-led hybrid IT operating model, where MassCEC retains internal IT leadership and employs its own on-site support technician. Under this model, the selected vendor will provide remote Level 1 ticket handling and Microsoft 365 support limited to user access, permissions, and service availability. This RFP does not seek full managed Microsoft 365 services or deep platform configuration.
Eligibility
To be eligible, Applicants must:
- Demonstrate experience providing managed Microsoft Entra ID (Azure AD) and Microsoft 365 support services.
- Demonstrate the ability to support public sector, quasi-government, or regulated organizations.
- Provide references for similar engagements.
- Maintain staff with appropriate Microsoft certifications and/or demonstrated equivalent experience.
MassCEC seeks a vendor to act as a Level 1 support provider delivering the following outcomes:
- Reliable day-to-day Level 1 support for Identity and Microsoft 365 focused on access, permissions, and service availability.
- Clear governance, accountability, and disciplined change control.
- Improved security posture through least-privilege administration and auditability.
- Transparent, unbundled pricing aligned to the defined scope.
This RFP is not seeking deep re-architecture or tenant redesign. The focus is limited to routine operational support, including access and permissions management, user lifecycle tasks, and coordination of Microsoft 365 service availability.
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Application Instructions
Applicants must submit the following by the deadline stated in this RFP:
- Technical Proposal describing approach, staffing, service model, and relevant experience.
- Security and Access Management approach (least privilege, auditability, and administrative controls).
- Service Level approach (hours of coverage, response targets, escalation process).
- Pricing Proposal with unbundled and transparent costs aligned to the Scope of Work.
- At least three (3) references for comparable engagements.
- Completed Authorized Applicant’s Signature and Acceptance Form.
Under no circumstances will MassCEC accept responses past the deadline.
Please disclose any use of, or planned use of, generative AI either in responding to this RFP or in carrying out the scope of work if awarded.