Prince George’s County, Maryland Office of Information Technology Enterprise IT Service Desk Managed Services

Prince George's County, Maryland, through its Office of Information Technology (OIT), is soliciting proposals for Enterprise IT Service Desk Managed Services, with a pre-proposal conference on November 19, 2026, questions due November 23, 2026, and proposals due December 17, 2026. The Office of Procurement issued the RFP on OIT's behalf. Only firms certified by the County as County-Based Business (CBB), County-Based Small Business (CBSB), County-Based Minority Business Enterprise (CBMBE), or County-Based Small Minority Business Enterprise (CBSMBE) may submit as prime contractors. A mandatory 15 percent CBMBE supplier utilization requirement applies to all offerors, and prime self-performance does not count toward it.

The County requires a fully staffed service desk operating 24/7/365 with trained Tier 1 and Tier 2 technicians. The contractor must apply ITIL practices, expand Tier 0 self-service, and adopt emerging technology to raise first contact resolution. The desk supports approximately 9,000 County employees and contractors across 32 agencies and three branches of government, covering approximately 32,000 devices. Volume is approximately 2,500 to 2,800 calls monthly plus 100 scheduled and unscheduled in-person visits. The County furnishes on-site workspace, Automatic Call Distribution and EasyVista ticketing system access, network access, and County-owned equipment and spare parts. The contractor furnishes all other tools, materials, and labor. Required service levels include a 60-second average answer time, 70 percent first contact resolution, under 5 percent abandonment, 90 percent basic problem resolution within 8 hours, 99 percent availability, and a 90 percent customer satisfaction rating. The Service Desk Manager is the only designated Key Personnel position. Offerors propose their own staffing structure in the technical proposal, without pricing or labor rates. Transition-in must be complete within 30 calendar days of notice to proceed.

The award is a single best-value award. Technical factors are scored at 100 points, and price is evaluated but not scored. The initial term is two years, followed by two optional one-year periods exercisable at the County's sole discretion. The contract is firm-fixed-price, with annual pricing payable in twelve equal monthly installments. Proposals are submitted electronically as Technical Proposal (Volume I) and Price Proposal (Volume II). Questions go through the SPEED eProcurement Platform by 11:00 a.m. Eastern Time on November 23, and the pre-proposal conference, held via Microsoft Teams at 11:00 a.m. Eastern Time on November 19, is optional. Proposals are due by 4:00 p.m. Eastern Time on December 17.