What the buyer needs
AI summaryThe City of West Haven seeks a qualified Managed Service Provider to deliver comprehensive onsite and remote IT support across its hybrid Microsoft 365 Government, Nutanix-based virtualization environment, and cloud-based business applications. The scope includes Level 1 onsite help desk support, remote Level 2 and 3 desktop and application support, 24/7/365 network operations and security monitoring, hybrid identity support, and monthly reporting for approximately 250 users. Onshore USA organizations holding a valid Connecticut business license may bid. Respondents must email questions to Kathy Chambers at [email protected] by 12:00 PM on November 17, 2026, and submit one original and three copies in a sealed envelope to 355 Main St, 3rd Floor, West Haven, CT by 12:00 PM on November 24, 2026. The City will evaluate proposals based on qualifications, technical capabilities, experience, service delivery, security practices, and cost, awarding the contract to the most advantageous proposer rather than necessarily the lowest price. The solicitation does not specify a contract term or budget.
Scope of work
- Onsite Level 1 Help Desk Support (one full-time technician, Mon-Fri 9:00 AM - 5:00 PM ET)
- Remote Managed Help Desk (Level 2/3 Desktop and Application Support)
- 24/7/365 Network Operations and Security Monitoring (SIEM, RMM, Sentinel One, Fortinet/FortiGate)
- Microsoft 365 Government Cloud and Hybrid Identity Support (approx. 250 users)
- Support for Cloud-Based Departmental Applications and SaaS platforms
- Nutanix hypervisor environment and virtual server maintenance and support
- Monthly reporting and documentation on tickets, SLAs, cybersecurity, and system health
- Service coordination and accountability with the City IT Department
How proposals are evaluated
| Criterion | Weight / scoring |
|---|---|
| Qualifications | Not specified |
| Technical capabilities | Not specified |
| Experience | Not specified |
| Service delivery | Not specified |
| Security practices | Not specified |
| Cost | Not specified |
Minimum qualifications
- Valid Connecticut business license throughout the solicitation process and contract
- Documentation of required licenses, certifications, or qualifications at time of submission
- Qualified technical personnel and adequate staffing resources throughout the contract term
- Qualified under applicable Federal, State and local laws and regulations
Documents to include with your response
- City Disclosure form, Vendor Form
- W9 Form
- Documentation of required licenses, certifications, or qualifications
How to submit
- Method
- Sealed hard copy
- Instructions
- Submit one (1) original and three (3) copies in a sealed envelope clearly marked "RFP#2027-13 (MSP) Managed Service Provider" to the Procurement office, 3rd flr, 355 Main St West Haven, CT.