Specialist, Service Management

About the role

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 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.
• Aid 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.
• Broad Azure architecture exposure (e.g., networking, management groups, firewalls, VDI, governance).
• Relevant certifications (e.g., Microsoft, Google, CompTIA) are a plus.

Compensation

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.