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Specialist, Service Management

Description: This role aligns to industry level titles such as Systems Engineer or Systems Administrator

Location: US, Remote

Position Summary

Pearson Virtual Schools (PVS), is hiring a Specialist, Service Management, who will join our School IT Services team to support and continuously improve large-scale K-12 Connections Academy school IT environments with a strong emphasis on Google Workspace for Education and Device Management , alongside Microsoft Cloud and Identity Services . This is a hands-on advanced-level role responsible for designing, implementing, administering, and supporting services across multiple environments, including but not limited to, Google Workspace , Microsoft Azure , Microsoft Entra ID , Microsoft Endpoint Manager and on-premises Active Directory .

Work Model: Remote (approximately 95% work from home) with occasional in-person support (approximately 5%) for events, school/customer visits, or office-based needs

Why This Role Matters

You will help operate and evolve a hybrid Google + Microsoft education ecosystem supporting a large user and device footprint ( 65,000+ devices, 100,000+ users across 40+ schools and growing). Your work will directly improve platform stability, security posture, and overall end-user experience for school staff and students.

Key Responsibilities

Google Workspace for Education

• Administer and support Google Workspace for Education services, including all core apps, additional Google services and 3 rd party apps, associated policies, and account management.

• Troubleshoot complex Google Workspace issues end-to-end and serve as an escalation point.

• Maintain and monitor services connected to and/or supporting Google Workspace (e.g., GCDS, BetterCloud, Bark for Schools where applicable)

• Develop and maintain configuration documentation for Google Workspace environment. Assist in the creation of training guides and review communications for support teams and schools.

• Review and act on necessary alerts. Stay up to date with Google's best practices for security and make suggestions to improve the environment as needed.

• Be a member of the Google community in order to stay knowledgeable of new features and changes that would impact our Google Workspace environments or add value to our schools.

Microsoft Cloud

• Administer and support Azure services, including identity and access management in Microsoft Entra ID .

• Build, maintain, and improve Azure infrastructure (e.g., Virtual Machines , Virtual Networks ) with reliability, performance, and cost awareness.

• Implement and maintain security best practices aligned to policy, including access controls and secure configuration standards.

• Contribute to modernization initiatives, including server upgrades, patching, and monitoring.

• Maintain and monitor services connected to and/or supporting Microsoft Cloud (e.g., Entra Connect )

• Monitor platform health, troubleshoot service incidents, and drive root-cause remediation.

Endpoint Management

• Maintain Google Workspace ChromeOS environment for device deployment, configuration, compliance and policy.

• Administer Microsoft Endpoint Manager for Windows device deployment, configuration, compliance, and lifecycle management.

• Manage, monitor and troubleshoot user devices which include Windows OS, ChromeOS and ChromeOS Flex environments.

• Develop and maintain configuration baselines, deployment profiles, and operational runbooks for consistent device management at scale.

• Implement and maintain software packages and configurations across large-scale multi-device environments via Intune or ChromeOS Management .

On-Premises Active Directory

• Administer and troubleshoot on-premises Active Directory (Users & Computers, Group Policy, Sites and Services, Domains and Trusts).

• Support, monitor and maintain domain controllers, including all Active Directory services, replication integrity, patching, backup/recovery, and security compliance.

• Maintain core services as applicable, including DNS/DHCP , file/print, web services, and other Windows workloads.

• Support hybrid connectivity, tools (e.g., ADManager Plus , ADSelfService Plus ) and operational processes spanning on-premises and cloud environments.

Operations, Support & Collaboration

• Oversee daily IT operational activities, including monitoring ticket queues, documented workflows and system alerts.

• Prioritize workloads based on impact and urgency, and driving timely response, escalation, and resolution of incidents and requests.

• Deliver consistent and timely updates to stakeholders regarding requests and/or issues ensuring awareness of status and progress, including any impact to our SLAs.

• Serve as an escalation point for support teams; prioritize and drive resolution of complex tickets and incidents across multiple platforms.

• Create and maintain documentation, standards, and knowledgebase articles; mentor service desk staff and peers.

• Communicate clearly, concisely, and appropriately within a wide range of audiences.

Required Qualifications

• Proven hands-on experience in at least two of the following areas: Google Workspace for Education, Microsoft Cloud (Azure/Entra ID), Microsoft Endpoint Manager, On-Premises Active Directory, or IT Operations and Support.

• Demonstrated ability to administer, support, and troubleshoot enterprise IT systems across multiple domains, including identity, cloud services, endpoint management, and directory services.

• Experience operating within a production environment, supporting day-to-day operations, incident resolution, and cross-functional collaboration to maintain system availability and performance.

Preferred Qualifications

• Demonstrated hands-on experience administering Google Workspace for Education and ChromeOS device management in a production environment.

• Strong experience with Microsoft Azure and Microsoft Entra ID (identity, access, and tenant administration).

• Experience with Microsoft Endpoint Manager for Windows device deployment and management.

• Experience administering on-premises Active Directory , including users, groups, security and troubleshooting authentication/permissions issues.

• Working knowledge of Windows workstation and server administration (Windows 10/11; Server 2016/2019/2022).

• Ability to troubleshoot across identity, endpoints, networking fundamentals (e.g., DNS/DHCP), and cloud services using structured problem-solving.

• Strong communication and customer service skills; ability to operate independently in a fast-paced, remote-first environment.

• Experience with Microsoft SQL (administration and troubleshooting).

• Scripting/automation skills (e.g., PowerShell , Azure CLI) and a track record of improving reliability through automation.

• Broader Azure architecture exposure (e.g., networking, management groups, firewalls, VDI, governance).

• Relevant certifications (e.g., Microsoft, Google, CompTIA) are a plus.

Experience and Requirements

• Bachelor's degree in computer science or equivalent work experience

• Minimum of 3-5 years of experience in IT systems administration/engineering or equivalent in a large enterprise environment

• Ability to work from home in a secure, distraction-free workspace and reliable broadband internet.

• Able to work on call, evenings and/or weekends when necessary

• Available 24x7 during critical outages of supported systems

• Ability to work independently and proceed with objectives without supervision.

• Excellent attention to detail

• High degree of flexibility

Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the California, Colorado, Hawaii, Illinois, Maryland, Minnesota, New Jersey, New York State, New York City, Vermont, Washington State, and Washington DC laws, the pay range for this position is as follows:

The minimum full-time salary range is between $85,000 - $130,000.

This position is eligible to participate in an annual incentive program, and information on benefits offered is here.

Applications will be accepted through 26th June. This window may be extended depending on business needs.

Who we are:

At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.

Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com.

Job: Infrastructure and Cloud Operations

Job Family: TECHNOLOGY

Organization: Virtual Learning

Schedule: FULL_TIME

Workplace Type: Hybrid

Req ID: 24505

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