RFP #92222 - IT Service Center Services
ID: BPM052976
• State: Maryland
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Description
Background
The University of Maryland Global Campus (UMGC) is seeking proposals from qualified vendors to provide remote IT Service Center support for prospective and current students, faculty, and staff. The goal of this contract is to operate a multi-channel service center that delivers technical assistance for UMGC applications, learning technologies, hardware, software, and mobile devices. The selected Contractor will ensure compliance with UMGC’s security standards while providing services remotely.
Work Details
The Contractor shall provide IT Service Center services to support all prospective and current UMGC students, faculty (globally), and staff (Stateside). Services include:
- Level 1 IT technical support available 24/7/365.
- First-contact resolution for at least 90% of incoming calls, emails, and chats.
- Incident management including logging support requests in UMGC’s ServiceNow application.
- Reporting and escalation procedures for new issues or trends.
- Staffing requirements include program managers, supervisors, quality assurance personnel, and reporting analysts. All contact center staff must be fluent in English with excellent communication skills.
- Training programs for agents to ensure ongoing professional development.
Period of Performance
The initial term of the contract will commence upon approval and continue for three years, with two optional 12-month renewal periods at UMGC's discretion.
Place of Performance
All services will be delivered remotely; no on-site support is required unless explicitly authorized by UMGC.
Bidder Requirements
A State-certified Minority Business Enterprises (MBE) subcontracting goal of no less than 5% of the total overall contract value is established for this solicitation.
The University of Maryland Global Campus (UMGC) is seeking proposals from qualified vendors to provide remote IT Service Center support for prospective and current students, faculty, and staff. The goal of this contract is to operate a multi-channel service center that delivers technical assistance for UMGC applications, learning technologies, hardware, software, and mobile devices. The selected Contractor will ensure compliance with UMGC’s security standards while providing services remotely.
Work Details
The Contractor shall provide IT Service Center services to support all prospective and current UMGC students, faculty (globally), and staff (Stateside). Services include:
- Level 1 IT technical support available 24/7/365.
- First-contact resolution for at least 90% of incoming calls, emails, and chats.
- Incident management including logging support requests in UMGC’s ServiceNow application.
- Reporting and escalation procedures for new issues or trends.
- Staffing requirements include program managers, supervisors, quality assurance personnel, and reporting analysts. All contact center staff must be fluent in English with excellent communication skills.
- Training programs for agents to ensure ongoing professional development.
Period of Performance
The initial term of the contract will commence upon approval and continue for three years, with two optional 12-month renewal periods at UMGC's discretion.
Place of Performance
All services will be delivered remotely; no on-site support is required unless explicitly authorized by UMGC.
Bidder Requirements
A State-certified Minority Business Enterprises (MBE) subcontracting goal of no less than 5% of the total overall contract value is established for this solicitation.
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Overview
Opportunity Type
Public Notice
Opportunity ID
BPM052976
Response Deadline
Sept. 29, 2025
Past Due
Date Posted
Sept. 5, 2025
Source
Est. Value Range
Experimental
$5,000,000 - $15,000,000
(AI estimate)
Agency Distribution
High
On 9/5/25 University of Maryland Global Campus in Maryland issued Public Notice IT Service Center Services with ID BPM052976 due 9/29/25.
Contacts
Documents
Posted documents for RFP #92222 - IT Service Center Services
Opportunity Assistant
AI Analysis
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Classifications
Opportunity Classification
Technical support or help desk services
Additional Details
Additional Instructions
Technical Proposals are due September 29, 2025, no later than 11:00 a.m. EST. Please read the directions carefully for electronic submissions to Bid Locker. Firms must be registered on Bid Locker in order to submit a proposal for this solicitation. To register for a Bid Locker account, go here.
MBE Attachment D-1A Part 2 – MBE Utilization and Fair Solicitation Affidavit (attached as part of Appendix A – Technical Proposal Forms as well as in Appendix M of the solicitation document) MUST be completed and included in the Technical Proposal. Prospective Proposers who need assistance identifying MDOT Certified MBE firms may contact Pam Welzenbach, MBE Liaison for UMGC, at pamela.welzenbach@umgc.edu. All questions and inquiries regarding RFP #92222 must be directed to the Issuing Office, alicia.klein@umgc.edu and eric.pfister@umgc.edu, no later than 11:00 AM EST on September 15, 2025. Please read the document carefully prior to submitting questions. Answers will be addressed in an addendum, and will be sent to all other Offerors, but without identification of the Inquirer.
Lot #
1
Round #
1