Summary
Description
INTRODUCTION
Humentum as a fully remote organization, is seeking proposals for a Managed IT Service Provider (MSP)
from qualified IT companies. The MSP will support Humentum operations, enhance our productivity,
ensure data security, and provide technical assistance to our remote team members.
The goal is for the MSP to:
• Provide 24-hour basis (Monday to Friday) technical support to employees from Asia, Africa to
the West Coast of America.
• Implement and maintain security measures to protect our data and infrastructure.
• Establish a reliable backup and disaster recovery plan.
• Facilitate the onboarding and offboarding of new employees and associates.
• Provide guidance on future IT needs and technology planning.
Humentum Organizational Background
Humentum is a global nonprofit organization that strengthens humanitarian and development
organizations and advocates for data-driven policies and standards to benefit the entire sector. We work
directly with organizations by building community through our online networking platform and events;
advancing individual and organizational capability through online training and content; and providing
solutions to organization-wide problems through our consultancy service.
Currently, Humentum has 60 employees and a turnover of $10m. Humentum staff work remotely and in
18 countries. Humentum provides laptops to all staff, a few choose to bring their own. Humentum also
has a pool of approximately 150 associates (consultants) who work remotely on their own kit but are
provided with access to Humentum’s SharePoint and a Slack hub. They are issued with Microsoft E1
licenses and an official email address, occasionally they require support.
Humentum works with different IT systems, with staff being “system owners”, however, the IT Service
Provider will be required to render system support on the following systems:
• 1Password
• Adobe
• Calendly
• DocuSign
• Microsoft 365/Teams/Outlook/forms, etc
• SharePoint
• Slack
For more information about Humentum, visit https://humentum.org/about-us/
SCOPE OF WORK
The selected MSP vendor will provide the following IT services. Employee support must be provided on a
24-hour basis (Monday to Friday) to support employees from Africa, Asia to the West Coast of America:
1. Centralized service request ticketing system with regular reports
2. End user helpdesk support.
3. Onboarding / offboarding of staff and Associates
4. Workstation management
5. License management
6. Coordination of IT procurement in liaison with the Finance and Operations Officer, on approval
by the Chief Finance Officer
7. Establish regular data backup schedules.
8. Ensure secure and efficient remote access for all employees and associates.
9. Recurring technical review of systems and processes with analysis and recommendations
10. Monitor and support IT infrastructure.
11. Deploy software updates, patches, and antivirus solutions.
12. Tracking laptop usage and its maintenance and promptly reporting hardware replacement
needs.
13. Cloud server and cloud system maintenance and management
14. Track and report support metrics and user satisfaction.
15. Implement protocols for data encryption and secure data transmission.
16. Conduct regular security audits and vulnerability assessments.
COMPETENCIES TO DEMONSTRATE
The company must demonstrate competencies in the following scope of work:
• Proficiency in enhancing security measures, conducting vulnerability assessments, and
implementing firewalls, intrusion detection systems, and data encryption to protect sensitive
information.
• Expertise in using RMM tools to monitor systems, optimize performance, and provide proactive
support.
• Capacity to implement robust backup strategies, conduct regular tests of recovery procedures,
and ensure data integrity.
• Ability to communicate technical information clearly to non-technical stakeholders.
• Commitment to providing timely responses to support requests and enquiries across global
teams in different time zones within the stipulated timeframe.
• Willingness to adjust services and solutions based on the evolving needs.
• Ability to integrate various software applications and platforms seamlessly, ensuring
compatibility and smooth data flow.
• Clear communication of pricing models, and any potential additional expenses.
• Capability to provide cost-effective solutions without compromising quality.
• Ability to provide strong references or case studies from similar MSP work, showcasing
successful outcomes.
DEADLINE
Friday 21st February, 2025 NOON UTC
