Helpdesk Support Service

Bids Available: April 29th, 2026

Mandatory Pre-Bid Conference: May 13th, 2026

Deadline for Written Bidders Questions: May 15th, 2026

Responses posted by: May 20th, 2026

Bids Due: May 27th, 2026

Vendor Presentations: Week of June 1st, 2026

Contract Awarding: Week of June 1st, 2026

Commencement Date of Contract: July 1st, 2026

Contract End Date: June 30th, 2029

A government authority in Wellesley Hills, Massachusetts, is seeking a vendor to provide comprehensive helpdesk support services for its technology and operational needs. The selected vendor will deliver 24x7 support to students, faculty, and staff via multiple channels, including email, phone, chat, and ideally SMS/text messaging. The responsibility includes providing and managing a robust, scalable ticketing system capable of supporting multi-departmental workflows, with the flexibility to accommodate growth and additional departments.

The scope of work covers hosting and management of a centralized ticketing platform serving IT, OneCard, and the Business Office, with expansion potential. The vendor is also expected to function as the phone system operator, ensuring professional communication for all callers while providing multi-language support for accessibility. IT support must be available 24x7x365 via phone, chatbot, and email. All live agents must operate from U.S.-based call centers, and the phone system should include menu options specific to staff roles and emergencies, with appropriate escalation and AI-assisted options.

The vendor should utilize ITSM and ITIL frameworks for service delivery and management. Ticketing requirements include access control, escalation handling, automated workflows, recurring ticket scheduling, and a user portal. The initial term of the contract is two years. A mandatory pre-bid meeting is scheduled for May 13, 2026, and questions must be submitted by May 15, 2026.