Dedicated Managed Services
A named BridgeMark team operating as your IT department — with reserved capacity, on‑site presence, and executive reporting
Dedicated Managed Services (DMS) gives you a committed, named team (help desk + systems + network + vCIO) with guaranteed hours and on‑site cadence. You get priority response, predictable costs, and leadership visibility.
When to Choose Dedicated
Complex Environments
- Multiple sites, VLAN segmentation, SD‑WAN
- Servers + cloud + identity integrations
- Custom apps and vendor coordination
Higher Stakes
- Compliance (FERPA/HIPAA‑lite, insurance)
- Uptime requirements & executive reporting
- Security roadmap & incident readiness
On‑Site Expectations
- Weekly desk‑side hours
- Projects with after‑hours cutovers
- Hands‑on labs, IDF/MDF upkeep
Team Model
Help Desk Engineer
Named primary for user support and endpoint care, with documented playbooks.
Systems / Cloud Engineer
Servers, M365/Entra ID, backup & DR, identity and automation.
Network / Security Engineer
Firewall, Wi‑Fi, routing, segmentation, logging, and content filtering.
vCIO / Engagement Lead
Roadmaps, budgets, QBRs, vendor management, and KPIs.
On‑Site Tech (optional)
Reserved weekly visits for moves/adds/changes, classroom or clinic support.
Dedicated Service Packs
Dedicated Lite Hybrid
- Shared help desk + named systems engineer
- 8–16 reserved hours / month
- Quarterly vCIO
Artifacts: monthly health report, patch & backup compliance
Dedicated Standard Most popular
- Named help desk + systems + network engineer
- 24–40 reserved hours / month + on‑site cadence
- Quarterly optimization + QBR
Artifacts: security scorecard, firewall change log, roadmap deck
Dedicated Plus All‑in
- Expanded hours (60–80+) + weekly on‑site
- After‑hours maintenance windows included
- vCISO‑style guidance & board reporting
Artifacts: KPI dashboard, budget roll‑ups, audit‑ready documentation
Scope of Work
Operations
- 24×7 monitoring, patching, backups, AV/EDR
- Joiners/leavers, license & asset management
- Vendor coordination (ISP, printers, LOB)
Security
- MFA/Conditional Access, baseline hardening
- Firewall/Wi‑Fi policy, content filtering
- Phishing program & awareness
Projects
- Network redesign, M365 migration, SharePoint
- Structured cabling, office moves
- Backup & DR improvements
Custom add‑ons: EDR+SOC, M365 backup, compliance mappings, inventory refresh.
Onboarding in 30 Days
Weeks 1–2
- Discovery & documentation harvest
- Monitoring agents, AV/EDR, backup deployment
- Firewall & M365 quick‑wins
Weeks 3–4
- Backup test restore & report
- Escalation map & service catalog
- QBR with 12‑month roadmap & budget
Service Levels (SLAs)
| Priority | Dedicated Lite | Dedicated Standard | Dedicated Plus |
|---|---|---|---|
| P1 Critical (Outage) | Response: 1 hr Target restore: 8 hrs |
Response: 30 min Target restore: 6 hrs |
Response: 15 min Target restore: 4 hrs |
| P2 High (Degraded) | Response: 4 hrs Restore: 2 biz days |
Response: 2 hrs Restore: 1 biz day |
Response: 1 hr Restore: same day |
| P3 Normal (User issue) | Next business day | Same business day | Within 4 business hours |
Optional 24×7 coverage and on‑call rotations available.
Governance & Reporting
Escalation Matrix
Named contacts with backup coverage and after‑hours procedures.
KPI Dashboard
Tickets by priority, SLA attainment, patch/backup compliance, risk register.
QBR & Roadmap
Quarterly executive review with budget plan, outcomes, and decisions.
FAQs
Can we convert from shared MSP to Dedicated?
Yes. We migrate your documentation, monitoring, and runbooks, then align hours and on‑site cadence.
Can we keep internal IT?
Absolutely. We co‑manage: you focus on local needs while we handle escalations, projects, and governance.
Do you support school calendars & clinics?
Yes — semester rollouts, state testing blackouts, clinic after‑hours, and summer projects are standard.
How are hours tracked?
Reserved blocks with transparent timekeeping and change control; unused hours can roll within the quarter.