Enterprise Endpoint Support Services (EESS) Request for Information (RFI)
Overview
Buyer
Place of Performance
NAICS
PSC
Set Aside
Original Source
Timeline
Qualification Details
Fit reasons
- NAICS alignment with historical contract wins in similar service areas.
- Scope strongly matches core technical capabilities and delivery model.
Risks
- Past performance thresholds may require one additional teaming partner.
- Potential clarification needed on staffing minimums before bid/no-bid.
Next steps
Validate eligibility requirements, assign capture owner, and schedule partner outreach to confirm teaming strategy before submission planning.
Quick Summary
The Jet Propulsion Laboratory (JPL) is conducting a Request for Information (RFI) for Enterprise Endpoint Support Services (EESS). This RFI seeks information from qualified vendors capable of providing and managing a next-generation Enterprise IT support solution. The comprehensive solution must integrate a 24x7 Service Desk, advanced AI-enabled tools, efficient on-site deskside support, and complementary engineering, cybersecurity, and ITSM development resources. This RFI is for planning purposes only and may inform a future solicitation. Responses are due by February 17, 2026.
Scope of Work
JPL is looking for capabilities across several key areas:
- 24x7 Service Desk Operations: Providing Tier 0-2 support via call, chat, email, Teams, and AI agents, including business and off-hours staffing.
- Technology & Automation: Leveraging AI/automation, integrating Bring Your Own ACD solutions, comprehensive reporting, and managing a shared Knowledge Base.
- On-site Deskside Support: Dedicated field agents, walk-up support, and hardware logistics management.
- Cybersecurity & Compliance: Patch management, adherence to NIST 800-53 Rev.5 and NASA ASCS controls, and vulnerability remediation.
- Endpoint Engineering: OS baseline management, tool management (MS Config Mgr, Jamf, Intune), deployment automation, Elevated Privilege Management (BeyondTrust EPM), and pilot testing.
- Mobility Service Management: Managing carrier contracts (Verizon, AT&T), cost optimization, provisioning, invoice review, and MDM using Microsoft Intune.
- ServiceNow Development: Platform sustainment, feature development (ITSM, HRSD, Service Catalog), integration management, and platform customizations.
- Virtual Desktop Infrastructure (VDI) Management: Managing AWS Workspaces or proposing alternative VDI solutions, including image/profile management, performance monitoring, and cost optimization.
Note: Computer hardware will be procured via a separate solicitation.
Contract & Timeline
- Opportunity Type: Request for Information (RFI) / Sources Sought
- NAICS Code: 541513 "Computer Facilities Management Services" with a $37 million size standard.
- Set-Aside: Responses may be used to determine a Total Small Business Set-Aside for future procurement.
- Current Contract (Institutional Computing Environment - ICE) Expiration: December 31, 2027.
- Anticipated RFP Release: Mid-2026.
- Anticipated Subcontract Award: Calendar Year 2027.
Key Dates
- Written RFI Questions Due: January 21, 2026.
- JPL Response to Questions: February 9, 2026.
- RFI Responses Due: February 17, 2026.
Submission & Notes
Responses must be submitted electronically per the instructions in the RFI Submittal document. Information provided will be deemed furnished with unlimited rights to JPL. This RFI is for planning purposes only and does not constitute a solicitation or commitment to procure services.
Contact: Gloria Cerda, Gloria.E.Cerda@jpl.nasa.gov, 747-261-8842.