Managed Services Provider (MSP)

Details

  • Location: Worldwide
  • Date Posted: May 4, 2017
  • Proposal Deadline: May 15, 2017
  • Job Type: Consultant

Summary

Eurasia Foundation (EF), a US-based international development organization promoting civil society strengthening, good governance, and economic development, is looking for a Managed Services Provider (MSP) to provide network management, help desk support, CIO advisory, IT security, IT related vendors – Printer, ISP + VoIP and project consulting services. Project consulting services would likely entail Office365 enhancements and local hardware configurations, third party application management. EF anticipates the engagement to be on a month-to-month basis with a possibility of a long-term commitment based on MSP’s performance.   

Duties

Help Desk 

  • Remote end user support - Resolve software and hardware issues for end users. Document tickets to identify patterns. 
  • Onsite support - When necessary, MSP shall send a technician onsite to resolve ticket. 
  • Service Hours – 8.30 am to 6 pm, Monday thru Friday with billable emergency support outside of those hours.  
  • Service Level - Within 30 minutes of submission, ticket scheduled. Scheduling means providing the submitter with a 2-hour window of when they will be contacted by the help desk and the issue addressed (not necessarily resolved). 
  • Onboarding/Offboarding - Setup new users on machines and configure software with their accounts. 

Network Administration

  • Office365 and Domain Controller Administration - Managed administrator accounts, add and remove users, maintain security groups, etc.
  • Network Security - Monitor network for intrusions, viruses, and prohibited activity (currently managed another vendor).
  • Updates/Patch Management for Endpoints - Update all endpoints on a recurring basis including firewalls, access points, routers, managed switches, servers, laptops, and desktops. Updates including firmware and specific software such as the OS, Microsoft Office, and System Drivers.
  • Provide managed anti-virus to user endpoints. 
  • Lifecycle Management of Hardware Units - End-of-life notification, replacement, and warranty management.
  • Remote Backup Service - For network server and virtualized machines on said server.

Operations

  • Third Party Vendor Management - Maintain technology relationships with IT vendors such as XO Communications (ISP), Canon - UBTI (Printer Services), Network Solutions (Domain host) and HP and Lenovo Support (laptop warranty). A complete listing will be provided.  
  • Inventory Management - Keep an accurate list of EF inventory including warranty information. 
  • Procurement - Advise EF on hardware/software purchases. Provide assistance completing said purchases with necessary configuration. 

Advisory Services

  • Quarterly Assessment and Guidance - Provide EF with a quarterly report that analyzes the performance of EF’s network and Endpoints (See Reporting). Advise on needed changes or improvements (i.e. projects) to maintain competitiveness. Inform on what we don’t know.
  • Vendor vetting - EF from time to time may replace vendors such as its ISP. In said cases, EF would request input on vendor selection and technical criteria. 
  • Reporting - Provide the following reports on a recurring basis: Qualified inventory (Laptops, Desktops, Routers, Printers, Access Points, Switches, Servers (including virtual), and firewall; Patch Status by endpoint; Local admins by endpoint; Software by endpoint; Help Desk Performance – e.g. average ticket per an endpoint.

Project Services – On a project basis, MSP shall provide consultants at a fixed hourly rate. Sample tasks are below. 

  • Replacement of server, wireless system (recently updated) or firewall /switches (recently upgraded) as needed.
  • Implementation of a new Office365 workflow if needed.
  • 3rd party integration with network as needed.

Qualifications

Proposal Structure 

  1. Corporate Information
    1. Summarize your corporate structure, size, and client base.
    2. Inform on the location of your offices (Management may pay a visit to location).
  2. Recommended Solution
    1. Respond to the scope of work and answer how your company will fulfill those requirements. 
    2. State the different roles your individual team members will play in proposed solution and their level of involvement. 
    3. Define what is “in scope” and what is “out of scope.”
    4. State MSP tools such as anti-virus, endpoint monitoring, network management, etc.
  3. Onboarding Plan
    1. State how you plan to transition EF from current MSP.
    2. Include tasks that EF will need to complete.
  4. Pricing Information
  5. References

Timeline

  • Submit RFP Questions/Concerns by May 9, 2017
  • Submit RFP for Evaluation by May 15, 2017
  • Respond to Questions from EF Evaluation team by May 22, 2017
  • Select Vendor by May 31, 2017

Evaluation
Scoring is based on the following criteria

  • 40% on services offered 
  • 30% on pricing
  • 20% on references
  • 10% Responsiveness to RFP

Apply

Please submit inquiries, questions, and final proposal to RFP@eurasia.org

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