Government IT Help Desk & End User Support

Provide IT help desk, service desk, and end user technical support for government

Startup Cost
$40,000-$250,000
Difficulty
Intermediate
Time to Profit
12-24 months
Profit Potential
$42,000-$417,000/month

Overview

IT support providers charge $40-$100 hourly or $150,000-$2,000,000 annually per service desk contract.

Supporting 3-15 agencies generates $500,000-$5,000,000+ with 40-60% margins.

In 2025, government IT support ensures employee productivity.

Revenue from help desk and service desk contracts ($150,000-$2,000,000 annually per agency), desktop and end user support, ITSM tool implementation and management ($50,000-$300,000), IT onboarding and offboarding support, asset management and inventory, and deskside and VIP support.

Services include Tier 1-3 help desk and service desk, desktop support and troubleshooting, ITSM ticketing system (ServiceNow, Remedy) management, IT asset management and inventory, user account provisioning and access management, and on-site deskside and VIP support.

Successful providers maintain high customer satisfaction scores, meet SLA response and resolution times, implement ITIL best practices, provide 24/7 support when required, and leverage helpdesk technologies and knowledge bases.

Federal, state, and local government agencies as clients.

Marketing through ITSM expertise, government IT support experience, SLA performance metrics, ServiceNow/ITSM certifications, and IT support references.

Required Skills

  • IT Help Desk & Support
  • ITSM Tools (ServiceNow, Remedy)
  • ITIL Framework
  • Desktop Support
  • Customer Service
  • SLA Management

Pros and Cons

Pros

  • Large multi-year service desk contracts
  • Recurring predictable contract revenue
  • Every agency needs IT support services
  • Can scale support team as contracts grow
  • Stable government IT services market

Cons

  • Labor-intensive support delivery model
  • Lower margins than other IT services
  • Need to hire and manage support staff
  • Strict SLA performance requirements
  • Competition from large IT support contractors

How to Get Started

  1. Build IT support and ITSM expertise
  2. Get ITIL and ServiceNow certifications
  3. Develop help desk delivery processes and tools
  4. Market to government IT directors and CIOs
  5. Win service desk contracts through proposals
  6. Hire and train support staff
  7. Deliver high-quality IT support and meet SLAs

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