2025-0111 Desktop Engineering Sppt Specializing SCCM Operation (NS) - FRI 28 Mar

Job content

Deadline Date: Friday 28 March 2025

Requirement: Desktop Engineering Support with Specialization in SCCM Operation

Location: Braine-l’Alleud, BE

Full Time On-Site:Yes

Time On-Site:100%

Period of Performance: 2025 BASE: As soon as possible not later than 1st of May (tentative) - 31st December 2025 with possibility to exercise the following options:

• 2026 Option: 1st January 2026 until 31st December 2026
• 2027 Option: 1st January 2027 until 31st December 2027
• 2028 Option: 1st January 2028 until 31st December 2028
  

Required Security Clearance: NATO SECRET

• PURPOSE
  
  

The purpose of this Statement of Work (SoW) is to describe the services for desktop computing engineering support required by the Purchaser.

The NATO Communications and Information Agency (further referred to as "Purchaser") is seeking a qualified Service provider to provide efficient and effective desktop computing engineering support services (further referred to as the Service) focused on commercial technologies augmenting the capabilities of the Purchaser.

• BACKGROUND
  
  

NATO Digital Workplace Centre (NDWC), part of NCI Agency, provides simple yet innovative solutions that underpin the Digital Transformation of NATO by providing feature-rich Digital Workplace, which enable NATO staff members to connect, communicate, and collaborate.

Workspace service area deliver the following user-facing services to NATO Commands, NATO Force structure and Nations in all 32 Allied Nations:

• Windows-based and iOS/iPadOS-based end user device provisioning, management, operation, and lifecycle across multiple separate networks of different classifications and various form factors;
• Workstream collaboration including email and instant messaging server backend and client frontend provisioning, management, operation and lifecycle across multiple separate networks of different classifications
  
  

The services integrate with other services such as print/scan/copy, voice, video-teleconference (VTC), collaboration portals and enable NATO-specific functional applications higher up the software stack.

Through several on-going streams of work in Q4’24 and onwards, the services are rapidly evolving from using fully on-premise to a mixture of on-premise and public cloud technologies.

2.1. PURCHASER SUPPORT STRUCTURE

The Purchaser support structure is organized in three levels:

• Level 1 support provided by virtual Centralized Service Desk;
• Level 2 touch-labor and more specialized support provided by CIS Support Unit or IT Service Kiosk;
• Level 3 provided by centralized team of engineers
• OBJECTIVES
  
  

With this SoW, the Purchaser aims to achieve the following objectives:

• Leverage industry expertise and best practices in installation, configuration, monitoring and daily operation of commercial off the shelf (COTS) technologies and software in the end user computing area
• Ensure healthy and functional end user computing environment providing to the end users devices that are compliant with the security and functional requirements
• Improve the fault tolerance and disaster recovery of the IT systems thus enhancing the overall business continuity
• Improve the maturity of the IT Operations by standardizing and optimizing activities and documenting procedures
  
  

To achieve these objectives, the Purchaser is looking for qualified technician Microsoft Configuration Manager (former SCCM) (Level 3/2 support system administrator) with estimation that the number of sprints require one resource.

During performance of the contract, the Contractor personnel will act as part of the Purchaser’s IT support organization.

• SCOPE OF WORK AND ASSOCIATED DELIVERABLES
  
  

Considering the extended period of execution and the rapid evolution of the commercial technologies and their use in NATO, the execution of the work in this SoW is measured in sprints, where each sprint is defined as deliverables produced by one person planned for a duration of one calendar week. The detailed tasks in each sprint will be determined at the start of each sprint by the Purchaser’s authorized point of contact following the Scope of Work defined herein, and documented in writing.

4.1. SCOPE OF WORK

The SoW covers the following activities and tasks:

4.1.1. Package, deploy, monitor and troubleshoot applications and Microsoft updates in a timely manner

4.1.2. Manage user and device collections with automation in mind

4.1.3. Deploy, monitor and troubleshoot hardware-specific updates (BIOS, drivers)

4.1.4. Improve the maturity of the IT Operations

• Develop, implement, improve and follow standard operating procedures and instructions on IT operation activities related to the MCM (former SCCM) system;
• Develop, disseminate and improve instructions for Level 1 and Level 2 technicians
• Perform on the job trainings as needed to team members, Level 1 and Level 2 technicians
• Assist with resolving and delivery backlog activities/ projects on Kanban system
• Provide minimum 2 Continued Service Improvement(CSI) in the area of work per 4 sprints
  

4.2. DELIVERABLES AND PAYMENT

The payment shall be dependent upon successful acceptance of the Certificate of Acceptance - (Annex B).

Invoices shall be accompanied by the Certificate of Acceptance (Annex B) signed by the Contractor and Purchaser’s authorized point of contact.

The Purchaser reserves the possibility to exercise a number of options described herein, based on the same sprint deliverable cost, at a later time, depending on the priorities and requirements.

The following deliverables are expected from this statement of work are described below.

4.2.1. BASE 2025: period of performance 1 st of May 2025 (tentative) - 31 December 2025

Deliverable: 34 sprints of Desktop engineering support with specialization in end user system administration and maintenance (Number of sprints is calculated considering a starting date 01 May 2025. This will be adjusted based on actual starting date.)

Payment Milestones: Upon completion of each fourth sprint and at the end of the work. Completion of each milestone shall be accompanied documented in a Certificate of Acceptance (Annex B), signed for acceptance by the Purchaser’s authorized point of contact and the Contractor.

4.2.2. 2026 OPTION: period of performance 01 January 2026 - 31 December 2026

Deliverable: 52 sprints of Desktop engineering support with specialization in end user system administration and maintenance (Number of sprints is estimated, this will be adjusted based on actual requirements and available funding.)

Cost Ceiling: Price will be determined by applying the price adjustment formula as outlined in CO‐115786‐ AAS+ Special Provisions article 6.5.

Payment Milestones: Upon completion of each fourth sprint and at the end of the work. Completion of each milestone shall be accompanied documented in a Certificate of Acceptance (Annex B), signed for acceptance by the Purchaser’s authorized point of contact and the Contractor.

4.2.3. 2027 OPTION: period of performance 01 January 2027 - 31 December 2027

Deliverable: 52 sprints of Desktop engineering support with specialization in end user system administration and maintenance (Number of sprints is estimated, this will be adjusted based on actual requirements and available funding.)

Cost Ceiling: Price will be determined by applying the price adjustment formula as outlined in CO‐115786‐ AAS+ Special Provisions article 6.5.

Payment Milestones: Upon completion of each fourth sprint and at the end of the work. Completion of each milestone shall be accompanied documented in a Certificate of Acceptance (Annex B), signed for acceptance by the Purchaser’s authorized point of contact and the Contractor.

4.2.4. 2028 OPTION: period of performance 01 January 2028 - 31 December 2028

Deliverable: 52 sprints of Desktop engineering support with specialization in end user system administration and maintenance (Number of sprints is estimated, this will be adjusted based on actual requirements and available funding.)

Cost Ceiling: Price will be determined by applying the price adjustment formula as outlined in CO‐115786‐ AAS+ Special Provisions article 6.5.

Payment Milestones: Upon completion of each fourth sprint and at the end of the work. Completion of each milestone shall be accompanied documented in a Certificate of Acceptance (Annex B), signed for acceptance by the Purchaser’s authorized point of contact and the Contractor.

• SCHEDULE
  
  

This task order will be active immediately after signing of the contract by both parties.

Base period of performance is from 1st of May 2025 (tentative) until 31 December 2025.

The Purchaser reserves the right to exercise the following additional options under the same conditions with price per sprint determined by applying the price adjustment formula as outlined in CO-115786-AAS+ Special Provisions article 6.5.:

• Option 2026 - up to 52 sprints with period of performance from 01 January 2026 until 31 December 2026;
• Option 2027 - up to 52 sprints with period of performance from 01 January 2027 until 31 December 2027;
• Option 2028 - up to 52 sprints with period of performance from 01 January 2028 until 31 December 2028
• PRACTICAL ARRANGEMENTS
  
  

6.1. PLACE OF PERFORMANCE

The deliverables will be produced on-site at Purchaser’s premises in Braine L’Alleud, Belgium.

The working environment is a typical office working environment designated as Class II or Class I security area.

6.2. WORKING HOURS

The Contractor staff is expected to follow the Purchaser’s working hours—Monday to Thursday from 08h30 until 17h30 and Friday from 08h30 until 15h30 and observe Purchaser’s official holidays.

The Purchaser’s official holidays may differ from the public holidays in the Host Nation.

6.3. TRAVEL

Depending on Purchaser’s priorities, travel may be required to both NATO and non-NATO nations.

Travel expenses will be reimbursed in accordance with AAS+ framework contract provisions and applicable NCIA Travel Directive, in addition to the not to exceed ceiling mentioned in this SOW.

6.4. PURCHASER FURNISHED EQUIPMENT (PFE)

Purchaser will provide to the Contractor staff one standard IT work position setup to allow access to the necessary networks, IT systems and tools.

The Contractor staff shall follow Purchases policies, procedures and take due care of the Purchaser furnished equipment.

6.5. MEETINGS

The Contractor’s personnel shall participate, at no additional cost, at a minimum to the following meetings:

6.5.1. Weekly sprint planning and retrospective meetings

The meeting is focused on IT operations technical matters and typically take place virtually on the Purchaser’s own network.

• REPORTING
  
  

7.1 At the end of each sprint, the Contractor shall report the completion and achievements to the Purchaser point of contact via email for each resource providing services under this SoW.

7.2 At the end of each fourth sprint, the Contractor shall deliver Certificate of Acceptance (Annex B) for Purchaser approval and signature for each resource providing services under this SoW.

7.1. QUALITY ASSURANCE CHECK

7.1.1 The deliverables shall be produced within the sprint as requested and be of satisfactory quality to avoid re-work, ensure the achievement of the objectives stated herein (i.e. following vendor, industry and NATO best practices and requirements) and sprint-specific tasks.

7.1.2 The Purchaser reserves the right to request change of Contractor personnel in case at least two sprints out of four consecutive sprints have non-satisfactory deliverables.

7.1.3 The Purchaser reserves the right to request change of Contractor personnel in case of non-compliance with requirements of this SoW (e.g. unprofessional behavior, etc.)

7.1.4 The Purchaser reserves the right to terminate future sprints in case the Contractor fail to provide a suitable replacement person.

• REQUIREMENTS
  
  

8.1 The Contractor shall manage and be responsible for all Contractor personnel.

8.2 The Contractor’s personnel shall be knowledgeable and experienced in the nature of the tasks and activities of the Service.

8.3 The Contractor’s personnel shall possess valid Personal Security Clearances for the duration of the Contract performance.

8.4 The Contractor’s personnel shall be courteous and professional in dealing with NATO and Purchaser’s staff.

8.5 The Contractor’s personnel shall have sufficient knowledge in English language to allow smooth verbal and written communication.

8.6 The Contractor’s shall strive to lower the rotation of personnel and maintain the same staff working under this SoW.

8.7 The Purchaser will support the Contractor’s personnel with access to the IT systems as required.

8.8 The Contractor shall handle the Purchaser’s furnished equipment (PFE) with due care.

8.9 The Contractor shall operate the equipment following the manufacturer’s requirements.

8.10 The Contractor shall minimize the impact to the end users during the execution of the work.

8.11 The Contractor shall bring immediately to the attention of the Purchaser Point of Contact any issues preventing the execution of the work.

8.12 The Contractor’s personnel will report to and receive guidance from Purchaser Point of Contact on-site, Service Owner and Service IT Operations Lead.

8.13 The Contractor’s personnel shall follow local site procedures to obtain physical unescorted access to the assigned work position and logical access to the networks in scope.

8.14 The Contractor’s personnel shall liaise with other Purchasers’ support teams as necessary.

8.15 The Contractor’s personnel shall use the Purchaser Information Technology Service Management (ITSM) ticketing system following the Purchaser’s procedures and observe relevant KPIs.

8.1. CONSTRAINS

8.1.1 All the deliverables provided under this statement of work will be based on Purchaser templates or agreed with the Purchaser’s Point of contact.

8.1.2 All scripts, documentation, etc. will be stored under configuration management and/or in the provided Purchaser tools and systems.

8.1.3 Part of the work will involve handling classified networks, therefore, a valid security clearance at NATO SECRET level is required for the Contractor’s staff undertaking this project.

8.2. Specific Requirements

[See Requirements]

• GOVERNANCE
  
  

9.1. PURCHASER’S KEY ROLES

The following personnel is considered Key personnel in the context of this SoW:

Service Owner - the person accountable for the end-to-end delivery of the IT services. Unless decided otherwise, the Service Owner is the Purchaser’s designated representative to sign the acceptance documents under this SoW.

Service Delivery Manager - the person responsible for delivering the assigned IT service(s) on a day-to-day basis.

Service IT Operations lead - the person responsible for the Level 3 support engineering team. The Service IT Operations lead will provide technical guidance to the Contractor’s personnel.

Same person may perform more than one role.

9.2. CONTRACTOR’S KEY ROLES

The Contractor shall assign a project (or service) manager for the duration of the work under this SoW.

The Contractor’s Project Manager shall be the single point of contact for any matters related to this SoW.

The Contractor shall strive to maintain the same person for as long as possible.

9.3. ESCALATION

For matters related to this SoW except contractual matters, the Contractor shall follow the escalation procedures as follows:

The first point of contact is the Purchaser’s site point of contact.

The first escalation point is the Purchaser’s Service Delivery Manager.

The second escalation point is the Purchaser’s Service Owner.

The Contractor shall escalate all contractual matters as per the Contract General and Special provisions to the Purchaser Contracting Officer and inform the Service Owner.

Requirements

• REQUIREMENTS
• Part of the work will involve handling classified networks, therefore, a valid security clearance at NATO SECRET level is required for the Contractor’s staff undertaking this project
  

8.2. Specific Requirements

To efficiently and effectively deliver the Service, the Contractor personnel shall possess at a minimum qualifications and skills in the following areas:

• Five years experience with MCM (former SCCM): Deploying software packages, managing OS upgrades, and applying monthly security patches across user devices. Automating packaging processes and troubleshooting failed deployments
• Two years experience with Active Directory and Group Policy Management (GPOs): Assisting in the creation, modification, and maintenance of Organizational units, user and groups, Group Policies to enforce settings across user devices
• Three years experience with Application COTS Troubleshooting: Ability to diagnose issues related to COTS applications, proficiency in installing and configuring, integration with exiting system, ensuring seamless operations
• Three years experience with Windows 10/11 troubleshooting: Problem solving, strong knowledge of windows 10 OS, Diagnose and resolve technical issues, support software and hardware related problems
• Two years experience with Powershell: Created, document, implement and troubleshoot scripts written in PowerShell
• Two years experience with ITIL Concepts: Desirable certification in ITIL Foundation
  
  

Note: Due to recent change of branding from System Centre Configuration Manager (SCCM) to Microsoft Configuration Manager, the use of the words "SCCM" and "MCM" in the description of the technologies are considered equal.