2024-0205 Desktop Engineering Support Specialization Scripting (NS) - TUE 22 Jul

Bidding Instructions - Technical Proposal

Bidders shall submit a proposal clearly providing the following information:

a. CVs and Attestations of the assigned resource(s) for the project. Each CV shall contain accurate contact details for reference person(s) for each of the listed professional experiences relevant to this Statement of Work.

b. The CVs shall clearly distinguish if the proposal is for Key Personnel or not

Deadline Date: Tuesday 22 July 2025

Requirement: Desktop Engineering Support with Specialization in Scripting

Location: Braine-lAlleud BE

Full Time On-Site: Yes

Time On-Site: 100%

Period of Performance: 2025 BASE: As soon as possible not later than 01 September 2025 (tentative) 31 December 2024 with possibility to exercise the following options:

2026 Option: 01 January 2026 until 31 December 2026

2027 Option: 01 January 2027 until 31 December 2027

2028 Option: 01 January 2028 until 31 December 2028

Required Security Clearance: NATO SECRET

1. 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.

2. 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 Q424 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.

3. 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 a qualified Scripting engineer (Level 3) with estimation that the number of sprints require one person.

During performance of the contract the Contractor personnel will act as part of the Purchasers IT support organization.

4. 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 Purchasers 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. Develop improve implement monitor and troubleshoot scripts in the following technologies using primarily PowerShell and Windows scripting languages (VBScript batch scripting):

A) Active Directory (AD) - Automate AD tasks using PowerShell including user management group membership and remote access. Ensure efficient handling of AD objects routine administrative tasks and compliance audits through scripting;

B) Group Policy Management (GPOs) Assist in automating GPO creation modification and maintenance using PowerShell. Enforce security policies manage user environments and streamline GPO troubleshooting through automation;

C) SCCM (System Center Configuration Manager) - Use scripting to automate software deployments OS upgrades and monthly patches. Monitor deployment statuses troubleshoot failures and improve SCCM processes through automation.

D) Trellix - Automate device encryption firewall rule configuration and USB access control within Trellix. Streamline security tasks using scripting for consistent policy enforcement.

E) Network / DHCP - Automate IP provisioning and DHCP reservations through scripts. Troubleshoot network-related issues and ensure consistent network configurations for end-user devices.

F) Application COTS Troubleshooting - Automate the installation configuration and integration of COTS applications. Streamline troubleshooting and ensure seamless application operations with minimal manual intervention;

G) Windows 10/11 Troubleshooting - Automate diagnosis and resolution of OS issues on Windows 10/11. Utilize scripts for OS updates configuration changes and application support to reduce downtime.

H) Remote Protocols - Automate management and troubleshooting of remote access (RDP VPN SSH) to ensure secure reliable access for remote users and improve remote support operations.

4.1.2. Incident management

I) Automate incident detection logging and escalation. Use scripts to resolve issues quickly and collaborate with the incident management team to improve response times.

4.1.3. Improve the maturity of the IT Operations

J) Demonstrate understanding of ITIL concepts and best practices - Apply ITIL best practices to automate incident problem and change management tasks improving efficiency and aligning automation with ITIL service management standards.

K) Develop implement improve and follow standard operating procedures and instructions on IT operation activities related to the Trellix setup.

L) Develop disseminate and improve instructions for Level 1 and Level 2 technicians.

M) Perform on the job trainings as needed to team members Level 1 and Level 2 technicians.

N) Assist with resolving and delivery backlog activities/ projects on Kanban system

O) Provide minimum 2 Continued Service Improvement(CSI) in the area of work per 4 sprints

P) Automation Skills - Identify opportunities for automation across AD SCCM and Trellix. Develop custom automation solutions to reduce manual workload and increase efficiency.

4.2. DELIVERABLES AND PAYMENT

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

Invoices shall be accompanied by the Certificate of Acceptance (Annex A) signed by the Contractor and Purchasers 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 01 September (tentative) 31 December 2025

Deliverable: 16 sprints of Desktop engineering support with specialization in end user system administration and maintenance (Number of sprints is estimated and 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 A) signed for acceptance by the Purchasers 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 CO115786 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 A) signed for acceptance by the Purchasers 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 CO115786 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 A) signed for acceptance by the Purchasers 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 CO115786 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 A) signed for acceptance by the Purchasers authorized point of contact and the Contractor.

5. SCHEDULE

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

Base period of performance is from 01 September 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 COAAS 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.

6. PRACTICAL ARRANGEMENTS

6.1. PLACE OF PERFORMANCE

The deliverables will be produced on-site at Purchasers premises in Braine LAlleud Belgium or in SHAPE Mons 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 Purchasers working hoursMonday to Thursday from 08h30 until 17h30 and Friday from 08h30 until 15h30 and observe Purchasers official holidays.

The Purchasers official holidays may differ from the public holidays in the Host Nation.

6.3. TRAVEL

Depending on Purchasers 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 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 Contractors 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 Purchasers own network.

7. 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 A) 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.

8. REQUIREMENTS

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

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

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

8.4 The Contractors personnel shall be courteous and professional in dealing with NATO and Purchasers staff.

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

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

8.7 The Contractor shall seek Purchasers approval prior to appointing new personnel to work under this Statement of Work.

8.8 The Purchaser will support the Contractors personnel with access to the IT systems as required.

The Contractor shall submit requests for change of Contractors personnel at least 30 days in advance.

8.9 The Contractor shall handle the Purchasers furnished equipment (PFE) with due care.

8.10 The Contractor shall operate the equipment following the manufacturers requirements.

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

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

8.13 The Contractors personnel will report to and receive guidance from Purchaser Point of Contact on-site Service Owner and Service IT Operations Lead.

8.14 The Contractors personnel shall follow local site procedures to obtain physical unescorted access to the assigned work position and logical access to the networks in scope.

8.15 The Contractors personnel shall liaise with other Purchasers support teams as necessary.

8.16 The Contractors personnel shall use the Purchaser Information Technology Service Management (ITSM) ticketing system following the Purchasers procedures and observe relevant KPIs.

8.1. CONSTRAINTS

8.1.1 All the deliverables provided under this statement of work will be based on Purchaser templates or agreed with the Purchasers 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 Contractors staff undertaking this project.

8.2. SPECIFIC REQUIREMENTS

See Requirements

9. GOVERNANCE

9.1. PURCHASERS 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 Purchasers 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 Contractors personnel.

Same person may perform more than one role.

9.2. CONTRACTORS KEY ROLES

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

The Contractors 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.

The Contractor shall seek Purchasers approval prior to appointing new Project Manager. When the reasons to appoint a new Project Manager are beyond Contractors control the Contractor shall inform the Purchaser at least 30 days in advance.

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 Purchasers site point of contact.

The first escalation point is the Purchasers Service Delivery Manager.

The second escalation point is the Purchasers 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.

• Part of the work will involve handling classified networks therefore a valid security clearance at NATO SECRET level is required for the Contractors 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 Windows Scripting Languages: Developing and utilizing scripting skills (VBScript batch scripting) to automate tasks like user management software deployment and system monitoring.
• Five years experience with Automation Skills: Implementing automation for routine administrative tasks leveraging scripting languages and tools such as SCCM PowerShell or Trellix to increase efficiency and reduce manual work.
• Five years experience with Powershell: Writing testing and running PowerShell scripts to automate repetitive tasks streamline system administration manage Active Directory SCCM and configure system settings.
• Three years experience with Incident Management: Respond to reported service incidents identifying causes and initiate resolution collaborate with incident management team.
• Two years experience with ITIL Concepts: Desirable certification in ITIL Foundation
• Five years experience with Management of Windows clients in enterprise environment: Configure administer operate and troubleshoot Active Directory Group Policy Network/DHCP SCCM
• Five 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
• Two years experience with Trellix: Assisting with device encryption applying policy settings configuring firewall rules and controlling external device (USB) access.
• Three years experience with Remote Protocols: Managing and troubleshooting remote access technologies (RDP VPN SSH) ensuring secure and reliable access to network resources for remote users and supporting remote troubleshooting.