Description
The State of Maryland Department of Information Technology (DoIT) is seeking a contractor to provide client services, including a 24x7x365 service desk, desktop support, and IT asset management. The contractor will be responsible for implementing and managing a cloud-based contact center as a service (CCaaS) platform, providing technical and management staff, and ensuring adherence to state policies and procedures. The contract will be for a base period of five years with two one-year option periods.
• Key responsibilities include:
• Implementing and managing a CCaaS platform
• Providing technical and management staff
• Ensuring adherence to state policies and procedures
• Providing customer-centric, quality technical support and services
• Improving response and escalation times to critical system and service outages
• Reducing the amount of time spent on troubleshooting and resolving routine tasks
• Providing white glove and expedited service to State Executives and VIP staff
• Increasing customer satisfaction and improving end-user experience