IT Managed Services for Nonprofit Organization
- Cybersecurity IT Managed Services IT Strategy Consulting
- $50,000 to $199,999
- Mar. 2025 - Ongoing
- Quality
- 4.5
- Schedule
- 4.5
- Cost
- 4.5
- Willing to Refer
- 5.0
"Dyrand Systems has been a strong partner."
- Other industries
- Toronto, Ontario
- 11-50 Employees
- Online Review
- Verified
Dyrand Systems provides managed IT services for a nonprofit organization. The team manages the client's IT infrastructure, provides help desk support, and handles cybersecurity and compliance controls.
Dyrand Systems has improved the system reliability, uptime, and cybersecurity posture. The team is proactive, responsive, and flexible. They provide regular status updates and are sensitive to the client's budget. Their communication and genuine alignment with the client's mission are outstanding.
The client submitted this review online.
BACKGROUND
Please describe your company and position.
I am the Associate Director of Strategic Communications of BlackNorth Initiative
Describe what your company does in a single sentence.
The BlackNorth Initiative is on a mission to close the gaps created by systemic anti-Black racism for Black Canadians.
OPPORTUNITY / CHALLENGE
What specific goals or objectives did you hire Dyrand Systems to accomplish?
To be our new Managed Service Provider
SOLUTION
How did you find Dyrand Systems?
Online Search
Why did you select Dyrand Systems over others?
- High ratings
- Great culture fit
- Good value for cost
- Company values aligned
How many teammates from Dyrand Systems were assigned to this project?
2-5 Employees
Describe the scope of work in detail. Please include a summary of key deliverables.
1. Managed IT Infrastructure & Help Desk Support
a) End-User Support (Help Desk)
- Provide day-to-day technical support for BlackNorth staff via phone, email, and remote session.
- Troubleshoot and resolve issues related to:
- Laptops/desktops (Windows/macOS as applicable)
- Printers and scanners
- Network connectivity (Wi-Fi, VPN, remote access)
- Email, productivity tools, and line-of-business applications
- Log, track, and close tickets in a centralized ticketing system, with defined SLAs for response and resolution times.
- Escalate complex issues to senior engineers when needed.
b) Endpoint Management
- Provision new devices for staff (imaging, configuration, user accounts, security policies).
- Ongoing patch management for OS and core applications (Microsoft updates, security patches, firmware, etc.).
- Remote monitoring of device health, performance, and storage.
- Standardized configurations for all devices to align with BlackNorth’s security and compliance needs.
c) Server & Cloud Infrastructure Management
- Monitor and maintain any on-premise servers (if applicable).
- Manage core cloud services (typically Microsoft 365 / Azure, or equivalent).
- Apply regular updates, patching, and performance tuning to prevent outages and downtime.
- Implement and maintain user access rights and role-based permissions.
2. Microsoft 365 / Collaboration Platform Management
- Administer BlackNorth’s Microsoft 365 tenant (or your primary productivity suite).
- Create, modify, and remove user accounts, mailboxes, and distribution lists as staff join and leave.
- Manage SharePoint, OneDrive, Teams, and other collaboration tools including permissions and site configuration.
- Implement policies for email retention, spam/phishing protection, and data loss prevention (DLP) as required.
- Support users with issues such as login problems, email sync errors, and Teams/SharePoint access.
3. Cybersecurity & Compliance Controls
a) Core Security Stack
- Deploy and manage endpoint protection/EDR (e.g., advanced antivirus, behaviour-based threat detection) on all organization-owned devices.
- Configure and monitor firewalls, secure routers, and network segmentation where applicable.
- Ensure secure VPN or remote access configuration for staff working off-site.
b) Identity & Access Management
- Implement and manage multi-factor authentication (MFA) for all users.
- Manage password policies (length, complexity, expiry) and account lockout settings.
- Apply role-based access controls (RBAC) to files, systems, and shared drives.
c) Security Monitoring & Incident Response
- Monitor logs and security alerts from endpoints, firewalls, and core systems.
- Investigate suspicious activities (e.g., failed login patterns, unusual device behaviour, phishing incidents).
- Provide first-line incident response, including containment steps (account lock, device isolation, etc.).
- Support BlackNorth in post-incident review and recommendations to reduce future risk.
d) Security Awareness Support (if included)
- Recommend or provide security awareness training content for staff (phishing, safe browsing, data handling).
- Support simulated phishing campaigns (if part of the agreement) and reporting.
4. Data Backup, Business Continuity & Disaster Recovery
Design and maintain backup solutions for:
- Critical servers (on-prem or cloud)
- M365/Google data (email, SharePoint, OneDrive, etc., if included)
- Define and implement backup schedules (e.g., daily incrementals, weekly full backups).
- Regularly test restore procedures to ensure data can be recovered within agreed recovery time objectives (RTOs) and recovery point objectives (RPOs).
- Provide guidance and support for disaster recovery scenarios (e.g., ransomware, major outages), including restore planning and execution.
5. Network Management
- Monitor and manage core network infrastructure: switches, firewalls, wireless access points, and internet links.
- Configure and maintain secure Wi-Fi networks for staff and guests (where applicable).
- Proactively identify and address performance bottlenecks (slow network, dropped connections, etc.).
- Provide recommendations for network upgrades as BlackNorth’s needs evolve (e.g., increased bandwidth, improved Wi-Fi coverage for events).
6. IT Strategy, Planning & vCIO Services
- Act as a virtual CIO/IT advisor for BlackNorth’s leadership.
- Participate in periodic strategy meetings (e.g., quarterly) to align IT roadmap with organizational goals.
- Provide budget planning support for upcoming IT needs (hardware refresh cycles, licensing renewals, new systems).
- Identify technology risks and opportunities (e.g., end-of-life systems, new security requirements, efficiencies through automation).
- Support IT policy development (acceptable use, remote work, device standards, etc.).
7. Vendor & License Management
- Manage relationships with key technology vendors on BlackNorth’s behalf (ISPs, domain registrars, software providers, etc.).
- Track and manage software licenses and subscriptions to ensure compliance and cost-efficiency.
- Assist with procurement of hardware and software, including recommendations that align with standards and budget.
- Coordinate warranty and RMA processes if hardware issues arise.
8. Project-Based Work (As Needed)
In addition to ongoing managed services, Dyrand typically provides scoped project work such as:
- Infrastructure upgrades (servers, firewalls, Wi-Fi, storage).
- Cloud migrations (e.g., moving file servers to SharePoint/OneDrive; email migration).
- Office moves, expansions, or new-site set-ups (network, cabling guidance, workstations).
- Implementation of new business applications (in partnership with other vendors, where required).
- Security hardening projects (e.g., zero trust improvements, conditional access, advanced email security).
- Each project is normally documented with its own mini scope (deliverables, timeline, and pricing) separate from the monthly managed services.
9. Reporting & Governance
Provide regular reports (monthly or quarterly) on:
- Ticket volumes and response/resolution times
- System uptime and availability
- Security events and remediation actions
- Backup status (success/failure rates, test restores)
- Review reports with BlackNorth’s leadership to identify trends, recurring issues, and areas for improvement.
- Maintain documentation of BlackNorth’s IT environment (network diagrams, asset inventory, admin credentials stored in a secure vault, standard operating procedures).
RESULTS & FEEDBACK
What were the measurable outcomes from the project that demonstrate progress or success?
- Improved System Reliability & Uptime
- Faster Support & Reduced Downtime
- Stronger Cybersecurity Posture
- Data Protection, Backup & Recovery
- More Efficient Onboarding & Offboarding
- Staff Productivity & Satisfaction
- Strategic & Financial Outcomes
Describe their project management. Did they deliver items on time? How did they respond to your needs?
Dyrand’s overall project management has been structured and reliable. From the outset, they assigned a dedicated project manager and clearly mapped out milestones, timelines, and deliverables. We received regular status updates (via email and scheduled check-in calls), and any changes in scope or priorities were documented and discussed before implementation. This gave us good visibility into what was happening and when.
In terms of timelines, key deliverables were generally completed on or before the agreed dates. On the few occasions where tasks took longer than planned (for example, when dependencies on third-party vendors or internal approvals caused delays), Dyrand flagged the risk early, explained the impact, and provided revised timelines. As a result, there were no unexpected or unmanaged delays on critical items.
Dyrand has been responsive to our needs, particularly when urgent issues arose. Day-to-day requests logged through their ticketing system typically receive a timely acknowledgement and follow-up, and more complex or strategic needs are escalated quickly to senior engineers or leadership.
They have also shown flexibility—adjusting priorities to accommodate BlackNorth’s event timelines, board meetings, and other time-sensitive initiatives, and providing clear, non-technical explanations so our team can make informed decisions.
What was your primary form of communication with Dyrand Systems?
- Virtual Meeting
- Email or Messaging App
What did you find most impressive or unique about this company?
What stood out most about Dyrand is that they feel less like a vendor and more like a true partner.
We’ve been especially impressed by how quickly they understood our mission, constraints, and pace as a nonprofit, and then tailored their approach accordingly. They don’t just “keep the lights on” technically—they think about how technology supports our board, our programs, our events, and our broader commitment to equity, and they adjust their recommendations with that in mind.
A few things we found most impressive or unique:
- Proactive, not reactive:
They don’t wait for things to break. We consistently see them flagging risks early, proposing improvements, and scheduling upgrades or changes before they become urgent issues.
- Clear, accessible communication:
They are very good at translating complex technical topics into plain language. That makes it much easier for our leadership team to make informed decisions without getting bogged down in jargon.
Sensitivity to cost and capacity:
As a nonprofit, we have to be thoughtful with every dollar. Dyrand has been deliberate about recommending solutions that balance security, reliability, and cost, rather than pushing the most expensive option by default.
- Event- and mission-aware support:
They understand that critical moments for us—summits, galas, board meetings—cannot fail. We’ve seen them adjust priorities and provide extra support around those key dates, which has been invaluable.
- Consistency of service and people:
Having a stable team that knows our environment and history has made interactions smoother and built trust over time. We’re not re-explaining who we are and what we do every time we need help.
Overall, what we find most impressive is Dyrand’s combination of technical competence, proactive mindset, and genuine alignment with our mission and way of working.
Are there any areas for improvement or something Dyrand Systems could have done differently?
Overall, Dyrand Systems has been a strong partner, with a few clear opportunities to improve:
More structured roadmap & ownership:
- A formal 12–24 month technology roadmap, with clearer timelines, responsibilities, and escalation paths (especially when third parties are involved), would help us plan and coordinate more effectively.
- Stronger user enablement:
- Short trainings and simple how-to guides (especially on security and Microsoft 365 tools) would empower staff, reduce repeat tickets, and help us get more value from our systems.
- Richer reporting & executive framing:
- More standardized quarterly reporting (tickets, uptime, security, backup health) with clear business impact and recommendations would make it easier for leadership and the board to see performance and make informed decisions.
RATINGS
-
Quality
4.5Service & Deliverables
-
Schedule
4.5On time / deadlines
-
Cost
4.5Value / within estimates
-
Willing to Refer
5.0NPS
