IT Service Desk and Deckside Support Services

The City of Charlotte is seeking a qualified Managed Service Provider to act as the single point‑of‑contact for all technology support. The contractor will operate a 24/7/365 IT Service Desk and provide deskside (on‑site) support for a wide range of incidents and service requests, covering PCs, web services, servers, enterprise resource systems, and hardware/software troubleshooting. The scope includes handling tier‑1 requests, consulting with end‑users, ensuring client satisfaction, and assisting with desktop hardware/software deployments. The engagement is multi‑year, with an anticipated total contract value between $1 M and $5 M, and requires the vendor to maintain various insurance coverages (General Liability, Errors & Omissions, Workers Compensation, etc.). • 24/7/365 tier‑1 technology support and problem resolution for City employees. • Deskside assistance for hardware, software, network, and server‑related issues. • Requirement to maintain multiple insurance types, including network security and professional liability. • Multi‑year contract with a total value estimated at $1 M‑$5 M. • Managed Service Provider must be the single point‑of‑contact for all IT service requests.