IT managed service provider

The United States Holocaust Memorial Museum seeks IT managed services from an MSP to support approximately 700 network users across five primary locations in the Washington, DC area, with proposals due June 24 (amended from June 18) and questions due May 29. This is a firm-fixed-price contract for a base year plus four option years with no small business set-aside.

Place of performance is the Museum's headquarters at 100 Raoul Wallenberg Place SW, Washington, DC 20024, with subordinate support at the Ross Administrative Center, Portals, Shapell Center, and regional offices, plus remote workers. Services must utilize an ITSM framework or equivalent and provide 24x7x365 after-hours support with onsite coverage 7AM–6PM Monday–Friday at primary locations and 8AM–4PM at Shapell Center.

Key personnel requirements include a Service Desk Manager with ITIL 4 Foundations certification, a Tier 3 System Administrator Lead with Linux/Windows expertise, and a Tier 3 Network Lead with CCNP certification and expert-level SolarWinds knowledge. The contractor manages approximately 1,050 endpoints (800 Windows PCs, 100 Macs, 150 iOS devices), Cisco Nexus and Aruba wireless infrastructure, multiple storage systems, and cloud services including Google Workspace and Amazon Web Services. Service level agreements establish response times from 15 minutes for Priority 1 incidents (4-hour resolution) to 8 hours for Priority 4 requests (72-hour resolution), with anticipated monthly ticket volume of approximately 1,000 total tickets. Onsite staffing is capped at five full-time equivalent contractor personnel at the main Museum facility.

Evaluation criteria emphasize non-price factors: technical approach (methodology maturity and appropriateness), and past performance (corporate experience with similar-sized clients, on-budget/on-schedule completion, corporate viability, and client satisfaction). Price is significantly less important than non-price factors. Proposals lacking demonstrated experience with clients of similar size and complexity will be rejected. Offerors must provide three relevant performance references with contact information, period of performance, dollar value, and contract details. Offerors must be registered in SAM at proposal submission and award, and subject to FBI fingerprint background checks and annual verification for Museum badging and network access. The NAICS code is 541513, Computer Facilities Management Services; PSC is DF01, IT and Telecom – IT Management Support Services (Labor).

Virtual interviews are estimated June 24–30, 2026; estimated award date is July 6, 2026.