24x7 Service Desk

Open State & local contract opportunity Posted

Solicitation number
473
State
California
Responses due

Opportunity facts

UNSPSC codes
Show all 46
Point of contact

Opportunity details come from procurement.opengov.com. Updated .

About this opportunity

Written by GovTribe AI ·

The City of Santa Monica is requesting proposals for 24x7 Service Desk services with a proposal due date of October 19, 2026 at 3:00 p.m., questions due October 1, 2026, and an initial three-year contract term with two optional one-year renewals at the City's sole discretion.

The scope requires fully staffed, 24/7/365 Level 1 and Level 2 technical support serving as the single point of contact for incident and service request intake through ServiceNow, on-call response for designated key systems, and Network Operations Center monitoring and response for both City departments and CityNet Community Broadband customers. The vendor must maintain at least one dedicated full-time onsite resource during business hours, conduct a 60-day onsite immersion period for key personnel, and ensure at least two CLETS-certified staff members are available on every shift. Core incident-management SLAs require 5-minute initial response for Priority 1 critical incidents and 2-hour initial response for Priority 3/4 incidents, with 95% overall monthly SLA compliance and 90% first contact resolution at Level 1 mandatory. System availability for phone and service desk tools must maintain 99.5% uptime. The vendor must demonstrate ITIL-aligned service desk experience in complex public-sector or enterprise environments, hands-on ServiceNow expertise with system integration capability, and multi-channel intake support via portal, phone, email, instant messaging, and chatbots.

The City currently operates 2,000+ client environments, 1,200+ mobile devices, 44 city facilities, and processes approximately 500 service requests and incidents per month. Pricing must be submitted as firm-fixed cost with recurring monthly charges and one-time setup costs covering the five-year contract period; an optional separate cost schedule may be submitted for an after-hours-only service desk model. The City's Living Wage Ordinance requires a minimum wage of $25.00 per hour for eligible employees on contracts exceeding $54,200. Vendors must complete the City's Technology and Architecture Questionnaire, Vendor Information Security Assessment (VISA) Questionnaire, and AI FactSheet template; provide a System & Organization Controls Type 2 Audit Report or third-party cybersecurity assessment; and maintain Commercial General Liability, Automobile Liability, and Workers' Compensation insurance with the City named as additional insured. The City reserves the right to terminate the agreement without cause upon ten days' written notice.

Opportunity text

The City of Santa Monica (the City) is seeking qualified firms to provide 24x7 Service Desk services.

Files

File Type Posted
24x7_Service_Desk_(Addendum_#1_Revision).pdf PDF
Technology_Insurance_Requirements.docx DOCX document
24x7_Service_Desk.pdf PDF
COSM_-_AI_Fact_Sheet_1.0.pdf PDF
COSM_-_Architecture_Questionnaire_2.1.pdf PDF
COSM_-_VISA_Questionnaire_3.1.pdf PDF
Service_Catalog_and_SLA_Tables.pdf PDF
PSA Insurance Template no PL.docx DOCX document
Proposer_Checklist.pdf PDF
PSA_Template.docx DOCX document

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