ICT Managed Service

Description

North Star Housing Group is seeking to appoint a Managed Service Partner (MSP) to provide and support core ICT infrastructure and networks.
North Star's current managed service contract terminates in mid-February 2026 and its architecture was designed around a legacy co-location data centre and MPLS network design.  Over recent years, North Star has adopted a "Cloud First" strategy for the delivery of its ICT services and many of its legacy systems are now delivered as Software as a Service (SaaS) solutions.  A small number of applications remain to be hosted by the appointed MSP, and these will potentially further reduce during the contract term as further hosted applications are replaced by SaaS solutions
The MSP will be required to support North Star's delivery of services to its headquarters in Stockton-on-Tees and eight smaller sites in the region, although it is envisaged that the MSP will deliver a significant amount of service remotely and limited attendance at North Star premises may be required.  Note that visits to staff homes or partner locations will not be required and that supply, support and logistics for end-user devices is not in-scope.
The scope of the MSP contract includes:
•	Strategic Architecture
•	Hosting
•	Wide Area Networks
•	Local Wired and Wireless Area Networks
•	Second- and Third-Line Service Desk
•	Security including Firewall Management
•	Patching
•	Backup
•	Business Continuity
•	End-User Device Services (limited to provision of thin-client desktop, e.g. Citrix)
•	Account Management
•	Monthly Service Reports and Meetings
•	Onboarding of Services
•	Rate Card for ad-hoc work