RFP: Managed Services: IT Service Desk

Brunswick County is soliciting sealed proposals for Tier 1 Remote Support for our Information Technology Service Desk.

The purpose of this Scope of Work is to define the responsibilities, service expectations, and performance requirements for the contracted Service Desk provider (“Vendor”). The Vendor will serve as the First Level of Support (Tier 1) for all incoming calls and online service tickets submitted by end users. This includes initial triage, troubleshooting, resolution (where applicable), routing, and escalation according to established Information Technology Infrastructure Library (“ITIL”) -based processes and agreed-upon Service Level Agreements (“SLAs”).

In addition to standard Service Desk operations, the Vendor shall provide and maintain a dedicated Emergency Medical Services call path within their phone system to support time-sensitive public safety situations. This secondary phone tree option must ensure immediate live answer capability, with no reliance on voicemail or automated callback features. Calls received through this channel may involve active or imminent public safety concerns and therefore require expedited triage, assessment, and escalation in accordance with established ITIL-based processes and defined escalation procedures. The Vendor shall ensure appropriately trained personnel are available at all times to promptly evaluate the severity of the issue, initiate immediate action as required, and coordinate rapid escalation to the appropriate internal or external response teams.

The Vendor must operate 24/7/365 and integrate all operational processes within the County’s current Service Desk platform, BOSSDesk, or another Service Desk platform that may be identified by the County in the future, either through direct use or through an integration that ensures complete visibility of tickets, work notes, and metrics within BOSSDesk.

All Service Desk support services must be performed by personnel physically located within the United States. This requirement applies to the Vendor and all subcontractors. Respondents must disclose all service delivery locations and certify compliance with this requirement as part of their proposal.

The Vendor shall ensure that all Service Desk personnel interact with Brunswick County users in a professional, courteous, and respectful manner at all times. Customer service standards must include clear communication, active listening, and respectful treatment of all callers. Brunswick County reserves the right to measure compliance through call monitoring, call recording, customer satisfaction surveys, quality assurance reviews, and complaint tracking.

Professionalism and courtesy of Service Desk staff will be evaluated through customer satisfaction (“CSAT”) surveys, call quality scoring, and issue escalation reviews. Repeated failures to meet customer service standards may require corrective action.

The successful Vendor shall ensure that all components of the proposed Service Desk solution, including, but not limited to, implementation, configuration, integration, data migration (if applicable), testing, training, documentation, and transition activities, are fully completed, tested, and operational to support a firm go-live date of July 1, 2026. The July 1, 2026, go-live date is a mandatory and material requirement of this Request for Proposals. Notwithstanding the foregoing, upon receipt of the Vendor’s detailed project plan with milestones, the County acknowledges that a partial go-live date may be considered. The Vendor shall provide a detailed project plan with milestones demonstrating its ability to meet this deadline.