OSD - IT Customer Support Services - MRAS

The Office of the Secretary of Defense (OSD), in collaboration with the U.S. General Services Administration (GSA), is conducting market research to explore capabilities related to providing comprehensive Information Technology Customer Support Services (CSS). This initiative aims to enhance the IT infrastructure and support services within the Department of Defense (DoD) through a standardized and adaptable approach. The overarching goal is to ensure that critical data necessary for national security is managed effectively, while also providing outstanding customer support and integrating cutting-edge technologies.

The scope of work for this potential requirement includes a wide array of IT services such as IT Management, IT Service Desk operations, Printer Administration, Enterprise Endpoint Infrastructure Management, and Knowledge Center support. Additionally, it encompasses specialized support for platforms like ServiceNow and Office 365, as well as Service Management Optimization (SMO), Knowledge Management, Risk Management Framework (RMF), Hardware/Software Lifecycle Management, and IT Capability Request Support. There may also be a need for optional IT Surge Support to handle increased demand or unforeseen circumstances.

Key objectives within this requirement focus on enhancing customer experience integration across all service areas through comprehensive IT management strategies that emphasize continuous improvement and data-driven decision-making. The service desk operations will include both internal help desk functions such as incident management and external customer support via a Knowledge Center aimed at effective knowledge dissemination. Furthermore, tasks like printer administration will involve device monitoring and security hardening to ensure robust infrastructure management.

Overall, this market research effort seeks qualified vendors who can deliver these integrated CSS solutions under GSA Alliant 2 or Multiple Award Schedule contracts. By gathering insights from capable firms with relevant GSA vehicles, DCSA aims to refine its acquisition strategy in alignment with its mission of safeguarding national security information while optimizing its IT customer support framework.