2025-0111 Desktop Engineering Sppt Specializing SCCM Operation (NS) - FRI 28 Mar
EMW Braine-l’Alleud, Walloon Region, Belgium
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.
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.
SCOPE OF WORK
The SoW covers the following activities and tasks:
* Package, deploy, monitor and troubleshoot applications and Microsoft updates in a timely manner.
* Manage user and device collections with automation in mind.
* Deploy, monitor and troubleshoot hardware-specific updates (BIOS, drivers).
* 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.
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:
* BASE 2025: period of performance 1st of May 2025 (tentative) - 31 December 2025. Deliverable: 34 sprints of Desktop engineering support with specialization in end user system administration and maintenance.
* 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.
* 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.
* 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.
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.
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.
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.
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.
6.5. MEETINGS
The Contractor's personnel shall participate, at no additional cost, at a minimum to the following meetings:
* Weekly sprint planning and retrospective meetings.
REPORTING
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.
REQUIREMENTS
The Contractor shall manage and be responsible for all Contractor personnel. The Contractor's personnel shall be knowledgeable and experienced in the nature of the tasks and activities of the Service.
Specific Requirements
* Five years experience with MCM (former SCCM): Deploying software packages, managing OS upgrades, and applying monthly security patches across user devices.
* Two years experience with Active Directory and Group Policy Management (GPOs).
* Three years experience with Application COTS Troubleshooting.
* Three years experience with Windows 10/11 troubleshooting.
* Two years experience with Powershell.
* Two years experience with ITIL Concepts.
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.
Seniority level
Mid-Senior level
Employment type
Contract
Job function
Information Technology
Industries
IT Services and IT Consulting
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