Brunswick County Civicplus #160

Brunswick County 24/7 Tier 1 Remote IT Service Desk Managed Services Solicitation

Brunswick County, North Carolina, is seeking proposals for 24/7/365 Tier 1 Remote IT Service Desk managed services to support approximately 1,500 end users and 1,800 devices across 42 locations. - Government Buyer: - Brunswick County, North Carolina (Information Technology Department) - OEMs and Vendors: - BOSSDesk (current service desk platform) - ePlus Technology, Inc. (incumbent vendor) - Products/Services Requested: - 24/7/365 Tier 1 remote IT service desk support for all incoming calls and online service tickets - Triage, troubleshooting, resolution, routing, and escalation per ITIL-based processes and defined SLAs - Integration with BOSSDesk SaaS platform (with API integration) or a future platform - Support for Microsoft 365, MAAS360, Intune, and other County platforms - Dedicated Emergency Medical Services (EMS) call path with immediate live answer (no voicemail or automated callbacks) - All support personnel must be 100% US-based (onshore) - Implementation, configuration, integration, data migration, testing, training, documentation, and transition - Ongoing training, customer service standards, compliance, and reporting - Flexible pricing models considered - Unique or Notable Requirements: - Dedicated EMS/Public Safety call path with immediate live answer for time-sensitive situations - Full operational readiness by the mandatory go-live date - Detailed project plan with milestones required - Disclosure of all service delivery locations - Adherence to ITIL-aligned service management and strict SLA compliance - County provides knowledge base articles for support - Incumbent vendor is ePlus Technology, Inc.; contract expires June 30, 2026

Description

Brunswick County is soliciting sealed proposals for Tier 1 Remote Support for their Information Technology Service Desk. The 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 operate 24/7/365, provide a dedicated Emergency Medical Services call path with immediate live answer capability, and ensure all services are performed by personnel located within the United States. The project must be fully operational by July 1, 2026, with a detailed project plan and milestones provided.

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