SAM #95476726R0071

Comprehensive IT Managed Services for US Holocaust Memorial Museum

The United States Holocaust Memorial Museum (USHMM) is seeking a Managed Service Provider (MSP) to deliver comprehensive IT managed services across its main museum, administrative, and regional office locations. - Government Buyer: - United States Holocaust Memorial Museum (USHMM) Procurement Division, Washington, DC - Scope of Services: - Comprehensive IT managed services using an IT Service Management (ITSM) framework or equivalent - Support for approximately 700 network users across multiple locations (Washington, DC; Bowie, MD; Highland Park, IL; New York, NY; Boca Raton, FL; Los Angeles, CA) - IT infrastructure monitoring, network/server/storage/endpoint management, and cloud/web services support (including AWS and Google Workspace) - Dedicated IT service desk with onsite and remote support - Technical support for all museum personnel (employees, volunteers, contractors) - Hardware installation, maintenance of loaner equipment, and customer assistance via multiple channels (walk-in, phone, email, portal) - 24/7 server performance monitoring, incident/problem/change management, and security management - Knowledge base development, quarterly technical briefings, and detailed reporting - Key Requirements: - ITIL 4 certification for key personnel - 100% accuracy in ticket documentation, 95% resolution rate without follow-up tickets - Timely customer response per SLAs, 95% on-time fulfillment for loaner equipment - Adherence to security compliance and museum IT policies - Past performance references from similar-sized entities and detailed price proposal - OEMs and Vendors: - No specific OEMs or vendors are named; cloud services include AWS and Google Workspace - Period of Performance: - Base year plus four option years, with annual escalation rates - Locations: - Main museum and administrative facilities in Washington, DC and Bowie, MD - Regional offices in IL, NY, FL, and CA - Notable Requirements: - High-quality, customer-oriented technical support - Detailed performance standards and reporting - Safety and security standards for IT facilities

Description

The United States Holocaust Memorial Museum (USHMM or the Museum) 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.

Issuance Date:

5/19/2026

Deadline for Questions:

5/29/2026

Deadline for Submission of Proposal:

6/18/2026

Est.Virtual Interviews with Offerors

6/24/2026 - 6/30/2026

Est. Award Date

7/6/2026

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