Service Desk Team Leader – Tier 2

Net Technical Solutions is an established and successful IT Solutions company with great offices in central Farnham. We offer high-quality, innovative outsourced IT services to a loyal and established client-base within the SME marketplace in and around the Farnham area and across the South East. As a Microsoft Gold Partner, we maintain extremely high standards of service and always conduct our business professionally and with respect for other people and organisations.

About the Role

Our Service Desk provides 1st, 2nd and 3rd line support via telephone and email. Using remote desktop tools to connect to customer machines and their network. The Service Desk is responsible for ensuring that all incidents and problems have cases raised and are categorised and allocated efficiently and correctly. Monitoring of customer server and network performance and being on alert for and processing server monitoring alerts. We organise our Service Desk in to two tiers of support – Tier 1 and Tier 2.

Job Purpose:

Leading the Tier 2 team whilst managing your own case load, having an awareness at all times of what each engineer is working on and acting as an escalation point for the Tier 1 Service Desk Team Leader and the Tier 2 team.


  • Case Management – Taking overall responsibility for escalated cases and ensuring that all cases are resolved in a timely manner.
  • Priority Cases - Managing all priority cases that pass-through Tier 2 and to make sure they are processed, responded to and resolved in the correct manner.
  • Escalation Queue – Management of the cases in this queue to make sure they have a Tier 2 engineer as an owner and are being progressed in a timely manner for the SLA’s.
  • Support levels - Ensuring the Tier 2 team support levels and responses are as expected
  • Overflow Call Management – Working with the Tier 1 Service Desk Team Leader to ensure effective management of the telephone call queues
  • Overflow Inbox Management –   Ensuring the Tier 2 team are supporting the Tier 1 team on all outstanding and unread emails before taking on new email/cases.
  • Support Trends - monitoring of reoccurrences and trends in customer support issues and requests. Ensuring that the root cause is being addressed.

About You:

  • You will have worked within a Managed Service Provider ideally and have experience of troubleshooting Tier 2 issues or leading a team of Tier 2 Engineers supporting multiple locations
  • If you are not coming from a Managed Service Provider background ideally you will be leading a Service Desk dealing with Tier 1 – 2 issues across multiple locations and for multiple users
  • This could be your first team leader role if you feel you have the technical capability to lead a team of 8 or you will currently be leading a smaller team looking for a step up

Technical Understanding required:

  • Active Directory
  • Microsoft Server configurations and operating systems
  • Exchange Server 2007 onwards
  • Virtualisation including VMWare and Hyper-V
  • Router and firewall troubleshooting
  • Advanced networking knowledge of Group Policies, DNS, DHCP and VLAN’ing
  • Mimecast and Secure Messaging

Additional requirement:

It is preferable that the successful individual is a car owner and holds a valid UK driving licence

What we offer

In return for your commitment, you will receive a competitive salary with no restrictions on growth, 25 days holiday, a pension contribution & private medical insurance (after a qualifying period), free car parking, and a strong commitment to your ongoing professional development, including support and encouragement for the pursuit of an MCSE qualification.






Reports To

Service Delivery Manager


Full Time

Based At

The Millennium Centre, Crosby Way, Farnham, GU9 7XX

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Curriculum Vitae