IT Service Desk and Incident Management Support

The contract seeks a subcontractor to provide Tier 1–2 help desk support, including incident triage, ticketing, and resolution tracking with strict adherence to service level agreements. The scope encompasses service request management and the escalation of complex technical issues to appropriate teams, ensuring timely and effective resolution across a broad range of IT services. Work must align with established protocols for incident response and customer service standards to maintain operational continuity and user satisfaction. The contract is issued by the Canada Mortgage and Housing Corporation under the Government of Canada and is categorized under NAICS code 541512 for computer systems design and related services. Performance is required across Europe and Canada, indicating a geographically distributed support environment. The solicitation was posted on July 9, 2026, with a response deadline of August 10, 2026, at 14:00 UTC. This is a subcontract opportunity, and no specific set-aside provisions have been designated. Interested parties must submit proposals through the Canada Buys portal using the provided link.