Managed Infrastructure Support Services Request for Proposal

Background
The City of Upper Arlington is seeking proposals from qualified Managed Service Providers (MSPs) to deliver co-managed IT infrastructure support services. This initiative aims to enhance system reliability, bolster cybersecurity, provide access to specialized expertise, and support long-term infrastructure planning while maintaining internal operational control.

The IT Department supports a hybrid infrastructure environment that includes on-premises systems, cloud-based services, and a municipally owned fiber network, which are critical for operations across various city departments.

Work Details
The selected firm will provide strategic and operational IT infrastructure support services including:
1. **Network Infrastructure Administration and Monitoring**: Monitoring network performance and availability, troubleshooting connectivity issues, configuration support for switches and routers, documentation of configurations, coordination of upgrades, and support for LAN/WAN traffic.
2. **Municipal Fiber Network Support**: Monitoring fiber connectivity, troubleshooting service interruptions, coordinating with service providers, assisting with hardware installation, and coordinating fiber splicing activities.
3. **Virtual Server Infrastructure Administration**: Monitoring server performance, backup verification, storage management support, patch management, application deployment assistance, and disaster recovery readiness support.
4. **Cybersecurity Operations and Compliance Support**: Monitoring security alerts, supporting vulnerability remediation, maintaining protection systems, assisting with compliance alignment (e.g., NIST Cybersecurity Framework), and supporting incident response coordination.
5. **Infrastructure Lifecycle and Technology Planning**: Evaluating emerging technologies and providing technical recommendations.
6. **Backup and Disaster Recovery Support**: Monitoring backup systems and supporting disaster recovery preparedness activities.
7. **Help Desk Escalation Support**: Providing Tier-2/Tier-3 escalation assistance for infrastructure-related issues.
8. **Administration**: Serving as the point of contact for coordinating all services under the contract and providing regular updates to the IT Director.

Period of Performance
The anticipated start date for the contract is May 2026.

Place of Performance
Services will be performed within the City of Upper Arlington.

Bidder Requirements
Bidders must demonstrate relevant experience in IT infrastructure support within public-sector environments; provide references from at least three clients; include team qualifications; describe their service delivery model; ensure compliance with applicable laws; maintain required insurance coverage including Workers' Compensation Insurance; adhere to municipal income tax withholding requirements; and have a plan for cybersecurity protections.