24x7 Service Desk

The City of Santa Monica is soliciting proposals from qualified firms to operate a fully staffed, 24/7/365 Service Desk that will serve as the single point of contact for all IT incidents and service requests across the City’s extensive network of facilities, datacenters, and cloud services. The provider must staff Level 1 and Level 2 support, maintain on‑call coverage for critical public‑safety systems, and integrate with the City’s ServiceNow platform while adhering to ITIL best practices. A dedicated on‑site resource is required during normal business hours, and the contract includes a 60‑day onsite immersion period, quarterly business reviews, and optional after‑hours‑only coverage. The initial term is three years with two one‑year renewal options.