Technology Support Services

The Westchester County government authority in New York is seeking a technology support services vendor to standardize, scale, and measure IT operations across its enterprise. The agency needs a partner to solve the challenge of managing end-user device lifecycles, desktop support, deployment logistics, and asset tracking across multiple facilities. The selected provider must deliver these services offsite from their own office premises using structured, repeatable methodologies measured through defined key performance indicators and service level agreements. The scope of work covers comprehensive end-user device lifecycle management, which includes maintaining a complete device inventory, enforcing configurations, and performing hardware assessments. The agency requires the vendor to conduct gap analyses, coordinate procurement, manage device staging, and execute multi-site deployment plans. Additionally, the provider must deliver desktop and field services, including break-fix support for desktops, laptops, printers, scanners, mobile workstations, and mobile devices. The project also demands seamless service desk integration and incident management following defined workflows for escalations and ticket documentation. The vendor must maintain accurate asset records and support configuration management processes to ensure alignment with enterprise standards. Eligible bidders are restricted to onshore, United States-based organizations only. The agency is currently looking for proposals to establish the budget, and specific evaluation criteria and key dates are not detailed in the initial solicitation.