Structured Managed IT Services for a Public Education Organization

Challenge

A public education organization needed a dependable managed IT services partner to support daily technology operations across endpoints, Microsoft 365, networking, servers, Active Directory, security tooling, and classroom-connected devices. Supporting this environment required more than ad hoc troubleshooting — the client needed consistent support, formal ticketing, infrastructure monitoring, and defined escalation paths for emergency, urgent, high, and normal requests, covering both staff productivity and classroom technology needs.

Approach

Safari Micro established a managed services support plan built around centralized ticketing through ConnectWise Manage and a remote-first, on-call escalation model. The scope covered desktop and end-user support, Microsoft 365 administration, network support (switches, wireless, firewall, internet circuits), Active Directory monitoring and health checks, server administration and monitoring, security tooling management, and classroom technology support including projectors, interactive displays, and document cameras.

Results

• Centralized IT support established for staff and classroom technology
• Formal ticket tracking deployed through ConnectWise Manage
• Defined response expectations structured around business impact priority levels
• Ongoing management of Microsoft 365, Active Directory, server, endpoint, and network systems
• Proactive monitoring and periodic health checks implemented for core infrastructure
• Classroom technology support included in managed scope
• Emergency remote support available through on-call engineering team