IT Managed Service Provider

Background
The United States Holocaust Memorial Museum (USHMM) requires IT managed services from an innovative managed service provider (MSP) to support its mission.

The Museum expects high-quality, customer-oriented technical support that encompasses all personnel, including employees, volunteers, and contracting staff. Services must utilize an ITSM framework or equivalent.

Work Details
The Contractor shall provide IT managed services that include:
- Supporting approximately 700 network users across various locations including the Museum, Ross Administrative Center, Portals, Shapell Center, and regional offices.

- Key personnel requirements include:
- Service Desk Manager responsible for the lifecycle of IT incidents and problems, requiring practical experience in ITIL 4 Framework and an ITIL 4 Foundations certification.
- Tier 3 System Administrator Lead responsible for operational integrity of all servers with expertise in Linux/Windows administration and shell scripting.
- Tier 3 Network Lead responsible for performance of wireless and wired infrastructure with expert-level knowledge of routing/switching and SolarWinds; CCNP certification is required.

Period of Performance
The contract will be performed over a base year plus four option years.

Place of Performance
United States Holocaust Memorial Museum, 100 Raoul Wallenberg Pl SW, Washington DC 20024