What the buyer needs
AI summaryPrince George’s County, Maryland seeks a contractor to provide 24/7/365 enterprise IT service desk managed services staffed by Tier 1 and Tier 2 technical support personnel. The contractor will serve as the single point of contact for users, resolving incidents at first contact, providing remote and deskside support, managing accounts, refreshing hardware, and documenting all tickets in EasyVista under ITIL-aligned processes. Only firms certified by the County as a County-Based Business, County-Based Small Business, County-Based Minority Business Enterprise, or County-Based Small Minority Business Enterprise may submit a proposal as the prime contractor, and all offerors must meet a 15 percent CBMBE supplier utilization requirement. The County will hold a pre-bid meeting on November 19, 2026, and requires all questions by November 23, 2026. Offerors must submit separate Technical and Price Proposals electronically through the SPEED eProcurement Platform, as email and hard-copy submissions are not accepted. The Price Proposal requires firm-fixed annual pricing for two base years and two option years.
Scope of work
- 24/7/365 IT service desk staffed by Tier 1 and Tier 2 personnel
- First-contact incident resolution and service request fulfillment
- Remote resolution, deskside support, hardware installation, repair, and mobile device support
- Account management, password resets, account access, and guest Wi-Fi accounts
- Desktop software and hardware remediation, installation, and warranty-timeframe refreshes
- Support for existing conference room digital signature technologies
- Complete ticket documentation and knowledge article maintenance in EasyVista
- ITIL-aligned service management and outage notifications to OIT teams
How proposals are evaluated
| Criterion | Weight / scoring |
|---|---|
| Technical Approach and Understanding | Not specified |
| Proposed Staffing and Key Personnel Qualifications | Not specified |
| Corporate Experience and Past Performance | Not specified |
| Transition-In Plan | Not specified |
| CBMBE Utilization Plan | Not specified |
| Price | Evaluated but not scored |
Minimum qualifications
- Certified by the County as CBB, CBSB, CBMBE, or CBSMBE before closing date
- 15% CBMBE supplier utilization requirement (self-performance does not count)
- Service Desk Manager resume and two professional references
- Three references for engagements comparable in scope and complexity
- Compliance with County livable wage rate ($18.10 per hour)
- Insurers licensed to do business in the State of Maryland
Documents to include with your response
- Attachment A, Cost/Price Schedule (Excel and signed PDF)
- Attachment B, Offeror Information, Proposal Signature, and Acknowledgment of Amendments
- Attachment C, Supplier Utilization Plan, with certification letters
- Attachment E, Wage Requirements Certification
- Attachment G, References and Past Performance
- Attachment H, Key Personnel, with resumes
- Attachment I, Subcontractor Identification (if applicable)
- Attachment J, Exceptions to the Solicitation
- Attachment K, Affidavits and Certifications
- Attachment L, Insurance Requirements Acknowledgment, and certificate of insurance
How to submit
- Method
- Electronic via the SPEED eProcurement Platform
- Instructions
- Submit two separate files: Volume I, Technical Proposal (one searchable PDF, 50-page limit for Tabs 2 through 6) and Volume II, Price Proposal (Attachment A in Excel and signed PDF).