Avid Practice
Managed IT Service Provider seeking Tier 3 Tech Team Lead
Avid Practice, Baltimore, Maryland, United States, 21276
Overview
Tier 2/3 Care Team Engineer Team Lead Technical Resource, Education & AI Tools Specialist
Baltimore, MD (Hybrid/On-Site as needed) Avid Practice Are you a compassionate, skilled IT professional ready to guide a team and help clients thrive? At Avid Practice, were redefining support for small and mid-sized businessesand we need a Tier 2/3 Engineer Team Lead who excels in technical expertise, collaboration, and continuous learning. 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 teams 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. Team Advocate: Foster a culture of respect, motivation, and collaboration within your team.
About You (Qualifications)
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 communicatorclear, empathetic, and persuasive with both technical staff and clients Collaborator and team builder able to energize, motivate, and resolve issues constructively Adaptable and physically capable of occasional site travel, equipment setup, and related tasks
Why Avid Practice?
Direct impact on client and team success, not just projects Supportive, methodical, and growth-oriented environment Opportunities to champion new technologies and educational initiatives Flexible work, competitive benefits, and visible advancement for leaders
Ready to lead, educate, and innovate?
Avid Practice could be your next opportunity. About the Company
Avid Practice is a boutique Managed IT Service Provider supporting organizations with 10200 employees. Since 2003, we have delivered managed IT, cybersecurity, smart property technology, and low-voltage infrastructure solutions. We focus on proactive care, security-first approaches, and building strong partnerships with clients and teammates. We value work-life balance, open communication, professional development, and mutual respect. Seniority level Mid-Senior level
Employment type
Full-time
Job function
Sales and Business Development
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Tier 2/3 Care Team Engineer Team Lead Technical Resource, Education & AI Tools Specialist
Baltimore, MD (Hybrid/On-Site as needed) Avid Practice Are you a compassionate, skilled IT professional ready to guide a team and help clients thrive? At Avid Practice, were redefining support for small and mid-sized businessesand we need a Tier 2/3 Engineer Team Lead who excels in technical expertise, collaboration, and continuous learning. 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 teams 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. Team Advocate: Foster a culture of respect, motivation, and collaboration within your team.
About You (Qualifications)
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 communicatorclear, empathetic, and persuasive with both technical staff and clients Collaborator and team builder able to energize, motivate, and resolve issues constructively Adaptable and physically capable of occasional site travel, equipment setup, and related tasks
Why Avid Practice?
Direct impact on client and team success, not just projects Supportive, methodical, and growth-oriented environment Opportunities to champion new technologies and educational initiatives Flexible work, competitive benefits, and visible advancement for leaders
Ready to lead, educate, and innovate?
Avid Practice could be your next opportunity. About the Company
Avid Practice is a boutique Managed IT Service Provider supporting organizations with 10200 employees. Since 2003, we have delivered managed IT, cybersecurity, smart property technology, and low-voltage infrastructure solutions. We focus on proactive care, security-first approaches, and building strong partnerships with clients and teammates. We value work-life balance, open communication, professional development, and mutual respect. Seniority level Mid-Senior level
Employment type
Full-time
Job function
Sales and Business Development
#J-18808-Ljbffr