Maryland Procurement Portal #BPM059710

24/7 Enterprise IT Service Desk Managed Services for Prince George’s County

Prince George’s County is seeking a provider to operate its enterprise IT service desk around the clock. - Buyer: Prince George’s County Government, Office of Information Technology (OIT). - Requested service: Fully staffed, 24/7 enterprise IT service desk with trained and certified Tier 1 and Tier 2 technicians working with OIT. - Service priorities: Apply ITIL best practices, appropriate emerging technology, and expanded Tier 0 self-service to improve first-contact resolution and meet or exceed County service-level requirements. - OEMs and named vendors: None identified. - Quantities and part numbers: Not specified; this is a services requirement.

Description

Prince George’s County, Maryland, through its Office of Information Technology, seeks proposals from a firm specializing in enterprise IT service desk managed services. The County requires a fully staffed service desk operating 24 hours a day, 7 days a week, with Tier 1 and Tier 2 technicians working in partnership with OIT. The work aims to increase first contact resolution through ITIL best practices, appropriate emerging technology, and expanded Tier 0 self-service options, while meeting or exceeding County service level requirements. Proposals must be submitted through the County’s SPEED system.

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