IT Help Desk Support Services (CONUS and OCONUS) for DoWEA

Project ID: HE1254031026 FederalOpportunitiesSources Sought

Overview

Agency	DOD Education Activity
Deadline	03/17/26
Posted	03/10/26
Estimated Value	Not Provided
Set Aside	None
NAICS	541519 - Other Computer Related Services
PSC	Not Provided
Location	Alexandria, AL United States

Description

Primary Latest Change

This Sources Sought Notice is issued solely for information and planning purposes. This is not a solicitation or Request for Proposal (RFP). This notice does not commit the Government to issue a solicitation or award a contract. The Government will not pay for any information submitted in response to this notice. The purpose of this notice is to determine the availability and capability of qualified small business concerns to provide IT Help Desk services supporting DoWEA operations in Continental United States (CONUS) and Outside the Continental United States (OCONUS) locations.

Summary (Newest Update)

Background The Department of War Education Activity (DoWEA) operates a worldwide school system supporting military-connected students across multiple geographic regions including the Americas, Europe, and Pacific. DoWEA requires enterprise-level IT Help Desk and end-user support services to ensure reliable access to educational and administrative systems. The purpose of this notice is to determine the availability and capability of qualified small business concerns to provide IT Help Desk services supporting DoWEA operations in Continental United States (CONUS) and Outside the Continental United States (OCONUS) locations. Work Details The contractor shall provide all personnel, management, supervision, tools, equipment, and services necessary to deliver enterprise Information Technology Support Services (ITSS) in support of DoWEA. The scope includes: 1. IT Service Resolution: Resolve IT service requests, incidents, and problems across all regions promptly. 2. Service Desk Operations: Operate a centralized Service Desk/Call Center that logs and addresses all user requests within 15 minutes. 3. Staffing and Coverage: Maintain ≥95% staffing for Region Project Managers, Region Leads, and Service Desk Technicians each month. 4. Remote and Onsite Support: Provide remote and onsite technical assistance that meets or exceeds SLA closure metrics. 5. Special Event Support: Deliver after-hours IT support for conferences and events. 6. Testing Support: Facilitate testing processes ensuring secure operations. 7. Service Acceleration: Operate a group to resolve recurring issues quickly. 8. Off-Site Conference Support: Ensure successful operation of off-site conferences through setup and technical support. 9. Technology Implementation Surge Support: Provide surge support for new technology deployments ensuring operational readiness. Place of Performance The contract will be performed across all DoWEA Regions including Europe, Pacific, Americas, as well as Headquarters locations both CONUS and OCONUS.

Contacts