2025-0137 Workplace Roll-out and IT Service Kiosk Services (NS) USA - 1 May

TN United Kingdom; Be-Ach; On-site; GBP 10,000 - 40,000; Full time

Job summary

An established industry player is seeking a dedicated IT support professional to facilitate the roll-out of user equipment and provide ongoing support. This role is crucial in enhancing the user experience for NATO staff by ensuring effective communication and collaboration through innovative IT services. The successful candidate will manage the provisioning of IT services, maintain high standards of customer service, and adhere to security protocols. Join a dynamic team where your expertise will contribute to the success of NATO's digital transformation efforts and make a significant impact in a collaborative environment.

Qualifications

• Experience in IT support and user equipment provisioning is essential.
• Must possess valid Personal Security Clearances for the contract duration.

Responsibilities

• Deliver user-facing IT support and manage user equipment roll-out.
• Ensure smooth operation of IT services and handle user feedback.

Skills

IT Support

User Equipment Provisioning

Communication Skills

Security Clearance

Customer Service

Education

Relevant IT Certification

Bachelor's Degree in IT or related field

Tools

ITSM Ticketing System

VoIP Services

Email and Instant Messaging Systems

Job description

Social network you want to login/join with:

2025-0137 Workplace Roll-out and IT Service Kiosk Services (NS) USA - 1 May, Be-Ach

Client:

Park Lane Recruitment

Location:

Be-Ach, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Reference:

56e7387f1da0

Job Views:

8

Posted:

24.04.2025

Expiry Date:

08.06.2025

Job Description:

Deadline Date: Thursday, 1 May 2025
Requirement: Workplace Roll-out and IT Service Kiosk Services
Location: Norfolk, VA, US
Full Time On-Site: Yes
Time On-Site: 100%
Not to Exceed: "Open Rate"
Period of Performance: 2 June 2025
2026H1 Option, 2026H2 Option, 2027H1 Option, 2027H2 Option
Background:
NATO Digital Workplace Centre (NDWC), part of NCIA, 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.
Personal Workspace service area, part of NDWC, delivers Personal and Shared Workspace 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;
• Email and instant messaging server backend and client frontend provisioning, management, operation and lifecycle across multiple separate networks of different classifications.
• Print/Scan/Copy service using secure follow-me printing capabilities;
• Personal and shared VoIP and VoSIP services providing communication capabilities to the Staff members.

The services integrate with other services such as video-teleconference (VTC), collaboration portals, financial and project management systems and enable NATO-specific functional applications higher up the software stack.

Problem Statement:
The Purchaser will be delivering NATO Digital Workplace services to a newly established NATO entity and need to ensure the smooth initial roll out of the user equipment and on-going user-facing support afterwards.

High-Level Objectives:
With this SoW, the Purchaser aims to resolve the problem statements by achieving the following High-Level Objectives (HLO):
HLO1 Initial roll out of the user equipment at the end users’ desks.
HLO2 Establish and provide user-facing IT support through IT Service Kiosk, composted of three (3) persons.
The achievement of these objectives will collectively enhance the overall customer experience and add value to the Purchasers’ services.
The Contractor, during the performance of the service under this SoW, will underpin and enhance the Purchaser’s own service delivery towards NATO Commands.

Practical Arrangements:

Hours of Operation:
The Contractor shall deliver the Service during Purchasers’ standard business hours – Monday to Thursday from 08h30 until 17h30 and Friday from 08h30 until 15h30.

Days of Operation:
The Contractor shall deliver the Service on all days except weekends and the Purchaser’s site-specific official holidays. The list of official holidays can be provided on request.

Place of Performance:
The Contractor shall deliver the Service in the following Purchaser’s premises: - At NATO premises, Inside of Norfolk Compound, JFC NF premises in Norfolk, USA. The Purchasers’ premises are typical office environment designated as Administrative, Class II or Class I Security Areas.

Travel Requirements:
Travel may be required to other Purchasers’ locations on exceptional basis. These additional travel costs are considered an extra charge to the overall bid price. The expenses will be reimbursed in accordance with AAS Framework Contract and within the limits of the NCIA Travel Directive.

Security:
Performance of the services described in this SOW require a valid NATO SECRET security clearance prior to the start of the engagement.

Requirement:

General Requirements:

• The Purchaser will support the Contractor’s personnel with access to the IT systems as required.
• The Contractor shall handle the Purchaser’s furnished equipment (PFE) with due care. The Contractor is responsible for all related activities necessary to deliver the Service, including but not limited to reporting, scheduling, prioritizing, ensuring that the requests are performed within the accepted quality levels described herein, and collecting user feedback.
• The user equipment shall be safeguarded, protected and transported according to the applicable Purchaser’s policies and procedures depending on the classification of the equipment.
• The user equipment shall be connected following the manufacturer’s requirements, the Purchaser’s policies and procedures depending on the classification of the equipment (e.g. distance observed between equipment with different classifications) and applicable health and safety rules (to avoid health and safety hazards during normal use).
• The Contractor shall manage and be responsible for all Contractor personnel. [SOW-006] The Contractor’s personnel shall be courteous and professional in dealing with NATO and the Purchaser’s staff.
• The Contractor shall strive to lower the rotation of personnel and maintain the same staff working under this SoW.
• The Contractor shall make the necessary effort and arrangements to minimize the impact to the end users during the execution of the work.
• The Contractor shall bring immediately to the attention of the Purchaser Point of Contact on-site any issues preventing the execution of the work.
• The Contractor’s personnel shall follow local procedures to obtain physical unescorted access, including the right to carry electronic equipment, to the Purchaser’s premises where the Service is delivered and logical access to the networks in scope.
• The Contractor’s personnel shall liaise with other Purchasers’ support teams as necessary.
• The Contractor’s personnel shall use the Purchaser's Information Technology Service Management (ITSM) ticketing system following the Purchaser’s procedures and from end-user standpoint, will show as part of the Purchaser’s support structure.
• The Contractor’s personnel shall use the Purchaser’s IT support tools and systems as necessary and will have limited delegated privileges to perform the necessary activities.

Specific requirements:

• The Contractor’s personnel shall be knowledgeable and experienced in the nature of the tasks and activities of the Service.
• The Contractor’s personnel shall possess valid Personal Security Clearances for the duration of the Contract performance.
• The Contractor’s personnel shall have sufficient knowledge in English language to allow smooth verbal and written communication.