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 serves a user base of approximately 350 users. The agency requires comprehensive remote IT support for approximately 75 devices, featuring twenty-four-hour, seven-day-a-week, year-round helpdesk coverage through a single point of contact via phone, email, and portal. The selected provider must deliver these services with the same or improved service hours, service level targets, and customer satisfaction compared to current standards. The scope of work covers cloud infrastructure support across Azure and AWS, including provisioning, optimization, security, and compliance. The agency also requires VIP out-of-hours support to agreed service level targets, alongside network, audiovisual, printer, security, asset management, training, and account management services. Additionally, the project includes Windows and Mac desktop and device support managed via Intune, as well as the secure deployment and onboarding of devices to both office-based and remote staff. Services must be delivered in accordance with the best practice framework and will be managed by the Global IT Services manager, requiring an estimated one day of effort per week. Eligible bidders must be onshore organizations based solely in the United States, and the performance of the work will take place offsite. Bidders must submit all questions no later than June 10, 2026, and the agency accepts digital response submissions via email or online. The agency is looking for proposals to determine the budget for this procurement.