Managed Services: IT Service Desk

Background
Brunswick County is seeking proposals for Tier 1 Remote Support for its Information Technology Service Desk. The goal of this contract is to establish a Vendor that will provide first-level support for all incoming calls and online service tickets from end users, ensuring efficient triage, troubleshooting, and resolution in accordance with ITIL-based processes and Service Level Agreements (SLAs).

The Vendor will also maintain a dedicated Emergency Medical Services call path to handle time-sensitive public safety situations.

Work Details
The Vendor will be responsible for:
1. Providing 24/7/365 first-level support for all incoming service requests via phone, email, portal, and chat.
2. Reducing response times for ticket acknowledgment, triage, and resolution to enhance end-user satisfaction.
3. Supporting critical and VIP users with priority handling of incidents.
4. Maintaining visibility of all tickets within the BOSSDesk platform, including ticket creation, updates, worklogs, metrics reporting, and SLA tracking.
5. Providing accurate metrics and continuous improvement data on ticket volume and user satisfaction.

The Vendor must ensure that all personnel are located within the United States and interact professionally with users at all times.

Period of Performance
The contract is expected to be fully operational by July 1, 2026, with ongoing services required thereafter.

Place of Performance
All services must be performed by personnel physically located within the United States.

Bidder Requirements
Vendors must disclose their service delivery locations and certify compliance with the requirement that all service desk support services are performed by personnel located in the U.S. Additionally, Vendors must provide evidence of insurance coverage as specified in the Minimum Insurance Requirements attached to the RFP.