GLOBAL - IT Support Service

The government authority located in New York is seeking a vendor to provide a fully managed IT support service for its Headquarters, which has a user base of approximately 350 users. The agency needs to solve the challenge of maintaining and improving its service hours, service level targets, and customer satisfaction across its global operations. The selected provider will manage these services under the direction of the agency's Manager of Global IT Services, who will dedicate an estimated one day of effort per week to oversee the contract. The scope of work covers comprehensive remote IT support for approximately 75 devices, featuring twenty-four-seven-three-hundred-sixty-five helpdesk coverage through a single point of contact via phone, email, and portal. The agency requires cloud infrastructure support across Azure and AWS, which includes provisioning, optimization, security, and compliance. Additionally, the project encompasses VIP out-of-hours support, network management, audiovisual support, printer management, security, asset management, training, account management, and Windows and Mac desktop support utilizing Intune for device management. Bidders must secure the deployment and onboarding of devices to both office-based and remote staff while delivering all services in accordance with the best practice framework. Eligibility is strictly limited to onshore organizations based in the United States. While the performance of the work will take place offsite, the agency is looking for proposals to determine the budget and will accept digital submissions via email or online. All questions regarding this opportunity must be submitted no later than June 10, 2026.