Brunswick County Civicplus #RFP---IT-Service-Desk---042026

Brunswick County Solicits 24/7 Managed IT Service Desk Tier 1 Remote Support

Brunswick County, North Carolina, is seeking a vendor to provide comprehensive managed services for its IT Service Desk Tier 1 Remote Support. - Government Buyer: - Brunswick County Information Technology Department - Contact: Cindy Hewett, Information Technology Director - Scope of Services: - 24/7/365 Tier 1 remote IT service desk support for all incoming calls and online service tickets - Initial triage, troubleshooting, resolution, routing, and escalation of IT requests - Integration with the County's current service desk platform (BOSSDesk) or a future alternative - All operational processes and ticketing must be visible within BOSSDesk - Dedicated Emergency Medical Services (EMS) call path with immediate live answer (no voicemail or automated callbacks) for public safety - Implementation, configuration, integration, data migration, testing, training, documentation, and transition to ensure a fully operational solution - All service desk personnel (including subcontractors) must be physically located in the United States; vendors must disclose all service delivery locations - Adherence to ITIL-based processes and Service Level Agreements (SLAs) - Performance measured through customer satisfaction surveys, call monitoring, and quality assurance reviews - Unique/Notable Requirements: - Dedicated EMS call path for time-sensitive public safety situations - U.S.-based personnel requirement for all service desk staff - High standards for professionalism, customer service, and compliance - No specific OEMs, product part numbers, or hardware/software brands are mentioned; the focus is on managed IT service desk operations - Period of Performance: - Initial contract term of one year with 2-4 one-year renewal options - Mandatory go-live date for service delivery - Place of Performance: - Brunswick County, North Carolina (main government offices in Bolivia, NC)

Description

Brunswick County is seeking sealed proposals for Tier 1 Remote Support for their Information Technology Service Desk. The contracted vendor will provide first-level support for all incoming calls and online service tickets, including triage, troubleshooting, resolution, routing, and escalation following ITIL-based processes and SLAs. The vendor must also maintain a dedicated Emergency Medical Services call path for time-sensitive public safety situations, ensuring immediate live answer capability. Services must be provided 24/7/365 by personnel physically located within the United States, integrating with the County's current Service Desk platform, BOSSDesk, or an approved alternative.

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