ITES-11339 - USA (Largo, Maryland) - Enterprise IT Service Desk Managed Services - Deadline December 17,2026

(1) Vendor needs to provide enterprise IT service desk managed services to the government authority located in Largo, MD. – The Contractor shall provide a fully staffed IT service desk that serves as the single point of contact and resolution between IT and the agency’s users, with the objective of resolving incidents and service requests at the first contact whenever possible.– The service desk shall operate 24 hours a day, 7 days a week, 365 days a year, staffed by Tier 1 and Tier 2 technical support personnel.– The Contractor shall perform the following functions:• Resolve incidents and fulfill service requests at first contact whenever possible, and restore normal service as quickly as possible to minimize user downtime.• Provide Tier 1 and Tier 2 support, including remote resolution, deskside support, hardware installation and repair, computer configuration, and mobile device support, and escalate to OIT resolver groups in accordance with OIT procedures.• Provide account management services, including password resets and account access requests, in accordance with County security procedures.• Create and complete guest Wi–Fi accounts.• Remediate desktop software and hardware issues, and fulfill desktop software and hardware installations.• Refresh desktops and laptops within the allotted warranty timeframe, in coordination with OIT.• Support existing conference room digital signature technologies.• Document every incident, service request, troubleshooting step, resolution, and customer callback completely, accurately, and promptly in EasyVista, and create, update, and close tickets within the service levels.• Monitor incoming incidents and service requests continuously to ensure proper routing, prioritization, and resolution.• Provide requestors with clear, easy–to–follow instructions to resolve issues.• Promptly notify the appropriate OIT teams, by e–mail or telephone, of notable outages, major incidents, and changes affecting users, to support rapid analysis and remediation.• Support ITIL–aligned IT service management processes, including Incident Management, Request Fulfillment, Problem Management, Change Enablement, and Knowledge Management, and maintain and improve knowledge articles in EasyVista.(2) All the questions must be submitted no later than November 23, 2026.(3) The contract period will be for two years. (4) Pre–bid meeting will be held on November 19, 2026.