Closing date: 22 Sep 2026 About ACAPS ACAPS believes that evidence must be at the heart of humanitarian action and together with our partners we turn data into decisions that truly matter. We cut through the noise and make sense out of chaos. We analyse complex data and provide clear insights so that decision-makers can take the best possible course of action. We do this by: Providing independent analysis that helps humanitarians make informed choices. Deploying experts to support assessments and analysis in crisis. Driving innovation to collect better, faster, and more reliable data. ACAPS is organised mostly remotely with 75 people in 10+ countries across the globe. Our main hubs are in Nairobi, Amman and The Hague. Requested services We are looking for a Managed Service Provider (MSP) to complement our internal IT function. The MSP will deliver services related to the management of our IT infrastructure, cybersecurity, Microsoft 365 and remote technical support. The successful service provider will deliver the following services: Infrastructure Support Monitor, maintain, and support network infrastructure, servers, storage, backup solutions, firewalls, VPN, wireless infrastructure, and virtualisation platforms. Perform preventive maintenance, security patching, firmware upgrades, and health monitoring. Support disaster recovery activities, infrastructure upgrades, and business continuity initiatives. Maintain technical documentation and provide capacity planning and lifecycle recommendations. Security Operations Centre (SOC) as a Service Provide continuous monitoring of endpoints, Microsoft 365 services, and supporting infrastructure. Detect, investigate, and respond to security incidents and threats. Provide incident response guidance and remediation recommendations. Deliver regular security reports with findings and recommendations. Remote Technical Support Provide remote support for end users. Troubleshoot Microsoft 365 applications, Windows devices, connectivity, VPN, printers, and approved software. Manage incidents through to resolution while providing regular updates. Microsoft 365 Support Provide Level 2 & 3 support for Microsoft 365 services, including Exchange Online, Purview, SharePoint Online, Microsoft Teams, OneDrive, Microsoft Entra ID, and Microsoft Intune. Troubleshoot complex issues escalated by the ACAPS team. Support tenant configuration, migration, service optimization, and major changes. Provide domain management Escalate product-related issues to Microsoft where required. Provide recommendations aligned with Microsoft best practices. Reporting & Documentation Provide monthly operational and cybersecurity reports. Provide Root Cause Analysis (RCA) reports for major incidents. Provide updated technical documentation following significant changes and incidents. Organise quarterly service review meetings. Minimum requested service levels Critical incidents (Complete service outage, security incident, or business-critical sys