Managed IT Service Provider seeking Tier 3 Tech Team Lead
24 days ago
Baltimore
Job Description Tier 2/3 Care Team Engineer Team Lead – Technical Resource, Education & AI Tools Specialist Location: Baltimore, MD (Hybrid/On-Site as needed) Company: Avid Practice Are you a compassionate, skilled IT professional ready to guide a team and help clients thrive? At Avid Practice, we’re redefining support for small and mid-sized businesses—and we need a Tier 2/3 Engineer Team Lead who excels in technical expertise, collaboration, and continuous learning. About Us Avid Practice is a boutique Managed IT Service Provider (MSP) supporting organizations with 10–200 employees started in 2003. We believe in proactive care, perpetual improvement, and building strong, empathetic partnerships with our clients and our team. The Opportunity As a Team Lead, you’ll be the technical anchor for our Care Team, bridging communication and process between our technical resources and our project implementation team. You’ll serve as a leader in education and technical knowledge, guiding engineers, facilitating collaboration across teams, and providing critical support for client environments. Key Responsibilities • Technical Resource Leadership: Coach and mentor Care Team tier 1/2 associates, providing guidance, troubleshooting support, and fostering ongoing technical development., • Team Collaboration: Work closely with the Project Team to synchronize efforts, share best practices, and ensure seamless client experiences., • Education & Knowledge Sharing: Lead educational initiatives for staff, including workshops, training, and resource development to elevate the team’s expertise., • PSA Tool Management: Serve as a primary assist for managing and optimizing the HALO PSA platform, ensuring accurate workflows, reporting, and client success., • AI Tool Champion: Leverage advanced AI tools to continually improve support workflows, automate repetitive tasks, and recommend smarter, more efficient IT solutions for clients and the team., • Proactive Support: Maintain best practices in infrastructure management across Azure, Microsoft 365, Windows Server, networking, backup/business continuity, and security tools, while identifying areas for improvement and risk mitigation., • Client Engagement: Communicate empathetically and effectively with clients, translating technical solutions into straightforward language that builds trust and confidence., • 10+ years MSP technical/support experience, • Expert knowledge in Azure services, Microsoft 365 administration, Windows Server, networking, firewalls (Unifi/Meraki/Ubiquiti/Sonicwall), DNS, backup solutions (Datto, Acronis), and RMM tools., • Skilled with PSA software (HALO PSA strongly preferred), • Proven educator with experience mentoring or training technical teams, • Hands-on familiarity with AI-based IT tools for automation and support efficiency, • Excellent communicator—clear, empathetic, and persuasive with both technical staff and clients, • Collaborator and team builder able to energize, motivate, and resolve issues constructively, • Direct impact on client and team success, not just projects, • Supportive, methodical, and growth-oriented environment, • Opportunities to champion new technologies and educational initiatives Questions? Reach out directly—I look forward to meeting you. All the best, Shawn Levin President, Avid Practice Company DescriptionSince 2003, Avid Practice has empowered businesses, nonprofits, multi-family properties, and small- to mid-sized organizations—including law firms, medical practices, manufacturing companies, hospitality providers, and accounting firms—with exemplary managed IT, cybersecurity, and smart technology solutions. With over two decades of experience, our dedicated consultants and engineers collaborate closely with each client, aligning strategic security frameworks with long-term business objectives and informed decision-making. We specialize in managed IT services, cybersecurity, smart property technology, and low-voltage infrastructure consulting, delivering tailored, enterprise-grade solutions that address the unique requirements of each client. Our personalized, security-first approach streamlines technology management, integrating disparate systems into cohesive platforms that enhance security, operational efficiency, and business profitability. At Avid Practice, technology serves as the foundation—but our mission extends beyond it: to empower organizations through strategic alignment of security, data-driven insights, and innovative technology solutions. By translating data into actionable intelligence, we help clients reduce operational costs, elevate resident and customer experiences, and safeguard their organizations by aligning with robust cybersecurity frameworks. We take great pride in our people and cultivate a supportive, collaborative culture where team members genuinely care for one another. Work-life balance, open communication, professional development, and mutual respect are central to our environment. Here, individual contributions are recognized, and expertise directly impacts both our company’s success and that of our valued clients. If you seek a meaningful, long-term role in a company committed to excellence, integrity, and authentic care, Avid Practice warmly invites you to join our team.Since 2003, Avid Practice has empowered businesses, nonprofits, multi-family properties, and small- to mid-sized organizations—including law firms, medical practices, manufacturing companies, hospitality providers, and accounting firms—with exemplary managed IT, cybersecurity, and smart technology solutions. With over two decades of experience, our dedicated consultants and engineers collaborate closely with each client, aligning strategic security frameworks with long-term business objectives and informed decision-making.\r\n\r\nWe specialize in managed IT services, cybersecurity, smart property technology, and low-voltage infrastructure consulting, delivering tailored, enterprise-grade solutions that address the unique requirements of each client. Our personalized, security-first approach streamlines technology management, integrating disparate systems into cohesive platforms that enhance security, operational efficiency, and business profitability.\r\n\r\nAt Avid Practice, technology serves as the foundation—but our mission extends beyond it: to empower organizations through strategic alignment of security, data-driven insights, and innovative technology solutions. By translating data into actionable intelligence, we help clients reduce operational costs, elevate resident and customer experiences, and safeguard their organizations by aligning with robust cybersecurity frameworks.\r\n\r\nWe take great pride in our people and cultivate a supportive, collaborative culture where team members genuinely care for one another. Work-life balance, open communication, professional development, and mutual respect are central to our environment. Here, individual contributions are recognized, and expertise directly impacts both our company’s success and that of our valued clients.\r\n\r\nIf you seek a meaningful, long-term role in a company committed to excellence, integrity, and authentic care, Avid Practice warmly invites you to join our team.