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Pearson Manager School IT Services in Columbia, Maryland

Position Summary:

The Manager of School IT Services will oversee the team who provides IT services for our customers nationwide. Candidates should have practical experience and understanding in the support and administration of various IT services. We are looking for someone who has the hands-on experience as well as the ability to manage and “get things done” in a highly technical environment. Strong managerial and project management skills are inherent requirements of this role.

This position will be 95% work from home. The other 5% will be in person when needing to attend an event, visit a school or customer, or work from a Pearson office location in the future. In exchange, we require that employees have the appropriate means to work remotely, including adherence to our work at home policies regarding home office setup, including but not limited to privacy of records, technology standards, equipment standards and expectations.

The following equipment will be provided to you by the company as a full-time employee:

  • Laptop

  • Headset

The following equipment will need to be provided by you, as the employee, when working from home:

  • 2nd monitor (required)

  • Keyboard (preferred)

  • Mouse (preferred)

Overall Responsibilities:

  • Manages, organizes, mentors, motivates and delegates tasks to a team of talented School IT System Administrators.

  • Ensures day to day support requests are handle by the team in a timely manner.

  • Assumes responsibility for the quality and timeliness of the team’s deliverables.

  • Fosters a culture of continuous improvement in all areas of technology and instills the principles of this culture in the team.

  • Drive a continuous learning culture by being a positive leader, coach, role model, and mentor ensuring team members acquire necessary skills and performance attributes, in line with business and personal development needs.

  • Helps establish and enhance team policies, procedures, and standards and enforces their implementation within the team.

  • Maintains technical knowledge and understanding of the latest methodologies and best practices by participating in educational opportunities, reading professional publications, and participating in professional organizations.

  • Accomplishes department and organization missions by completing related tasks as needed.

  • Helps administrators resolve employment issues and requests including schedule management, time-off requests, and conflict resolution.

  • Monitors administrators performance, establishes plans for improvement when necessary, and conducts annual reviews in conjunction with management.

  • Proactively responds to occasional system outages, including during off hour and coordinates response amongst the team.

  • Manages or coordinates all projects owned by the team or that require the team’s participation.

  • Ensures that teams have appropriate technical specifications, direction, and resources to deliver projects effectively by establishing. realistic estimates for timelines while ensuring that projects tasks remain on target to meet deadlines.

  • Establish project communication plan with team and key stakeholders and ensure proper execution of said plans.

  • Analyze project risks and assist with mitigation plan.

  • Ensure coordination of efforts of all cross functional team members.

  • Establish and maintain a highly cooperative environment and foster collaboration across all areas.

  • Ensure project deadlines are met by monitoring project progress and handling any issues that arise.

  • Provides detailed and timely status updates to management.

  • Other duties as assigned.

Technical Awareness:

  • Possess knowledge with many, if not most of the following:

  • AD Manager

  • Apple IPads

  • BetterCloud

  • Chromebooks

  • DNS, DHCP, SMTP, and Other Services

  • File and Print Services

  • Google Cloud Directory Sync (GCDS aka GADS)

  • Google Workspace (G Suite) including Gmail, Drive, Chat, Meet

  • Great Plains

  • HP/Dell Hardware Configuration and Troubleshooting

  • IIS and Basic HTML

  • Jamf

  • Microsoft 365 (Azure Active Directory, Exchange, SharePoint, Office)

    • Microsoft Active Directory (User & Computers, Group Policy, Sites and Services, Domains and Trusts)
    • Microsoft Endpoint Manager (Intune and Autopilot)
    • Microsoft SharePoint Farm
  • Microsoft System Center Configuration Manager (SCCM)

  • Microsoft Windows Workstation and Server Administration (Win 10 - Ser 2008, 2012, 2016, 2019)

    • Multifunction Print Devices
  • Powershell Scripting

  • SFTP

  • (highly preferred)

Knowledge of the above includes, but not limited to, day-to-day operational support, troubleshooting, provisioning, design, installation, configuration, administration, and maintenance.

Experience and Requirements:

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

  • Minimum of 5 years of IT management experience in a large enterprise environment.

  • Ability to supervise staff and communicate directions and expectations effectively

  • Proven ability to manage and/or coordinate projects on the team under significant constraints using strong analytical and problem-solving skills.

  • Ability to act with minimal direction and see challenges/obstacles ahead. Proactively communicate those challenges/obstacles with leadership.

  • Ability to understand technology and successfully integrate it into dynamic and diverse environments

  • Ability to plan, prioritize and organize work schedules to maximize performance and meet real-time customer needs

  • Ability to switch gears when more pressing issues come and juggle multiple support requests and projects simultaneously

  • Excellent written and oral communication skills. Must be able to communicate clearly, concisely, and appropriately within a wide range of audiences. Demonstrated ability to establish positive working relationships at all levels of the organization.

  • Excellent attention to detail

  • Demonstrated ability to work in a fast-paced environment

  • Customer focused approach

  • High degree of flexibility

  • Team player track record

  • Ability to work from home in a secure and distraction free environment

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

  • Available 24x7 during critical outages of supported system

Job: TECHNOLOGY

Organization: Virtual Learning

Schedule: FULL_TIME

Req ID: 7952

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