Specialist, Service Management

Summary

Pearson is hiring a Specialist, Service Management to support and continuously improve large-scale K–12 school IT environments. The role administers and enhances Google Workspace for Education, Microsoft Cloud, identity services, endpoint management, on-premises Active Directory, and IT operations across multiple environments.

Responsibilities

• Administer and support Google Workspace for Education services, including all core apps, additional Google services and 3rd 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
• 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
• 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
• 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
• 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

Skills

• * 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
• * 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
• * 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

Qualifications

Must Haves

• * 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
• * 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

Nice to Haves

• * 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

Benefits

• Remote work (approximately 95% work from home) with occasional in-person support (approximately 5%) for events, school/customer visits, or office-based needs
• This position is eligible to participate in an annual incentive program