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For Companies At a Glance
- Tasks: Lead and mentor a dynamic team while resolving complex IT issues hands-on.
- Company: Join schuh, a people-first footwear retailer with an innovative culture.
- Benefits: Enjoy a competitive salary, benefits, and professional development opportunities.
- Why this job: Shape the future of enterprise IT and make a real impact on your team's success.
- Qualifications: Proven leadership in IT support and strong technical knowledge of Microsoft tools.
- Other info: Collaborative environment with opportunities for growth and continuous improvement.
The predicted salary is between 36000 - 60000 £ per year.
At schuh, we’re more than a footwear retailer — we’re a people-first business with a fast-paced, innovative culture.
Our Enterprise Service Desk is not a “helpdesk” in the traditional sense. It is the frontline for enterprise IT services, supporting head office and remote colleagues across the business. From identity and access, Office 365 collaboration, and enterprise apps, to endpoint management and escalations into Infrastructure and Security — this team plays a critical role in enabling productivity at scale.
We’re looking for an Enterprise Service Desk Team Lead who thrives in a player/coach role: someone who leads by example, mentors analysts, and balances team management with hands-on technical work. Above all, we’re looking for a leader who believes in serving others — supporting their team’s growth, championing excellent service, and ensuring every colleague has the tools they need to succeed.
The Role
- Lead, coach, and develop a team of Enterprise Service Desk Analysts.
- Actively work alongside the team: resolving tickets, troubleshooting complex issues, and setting the tone for excellent customer service.
- Oversee Service Desk operations, ensuring work is accurate, fully documented, and compliant with audit requirements and internal controls.
- Ensure incidents and requests are logged, prioritised, and resolved in line with SLAs.
- Mentor and guide analysts to build technical capability, customer focus, and career confidence.
- Monitor and report on team performance, workload trends, and customer satisfaction.
- Act as an escalation point for complex enterprise IT issues, coordinating with Infrastructure, Security, and Applications teams.
- Drive continuous improvement of IT support processes, knowledge base, and employee experience.
- Support onboarding/offboarding processes and enterprise IT provisioning.
- Manage clear, timely communications during major incidents or service outages.
What We’re Looking For
- Proven experience in a Service Desk or IT Support leadership role.
- Strong technical knowledge of Microsoft Windows, Office 365, Active Directory, and collaboration tools (Teams, OneDrive, SharePoint).
- Experience supporting enterprise environments — head office, remote workforce, enterprise SaaS, and corporate IT services.
- Demonstrated mentoring and servant-leadership qualities: able to inspire, coach, and bring out the best in others.
- Strong customer service orientation and ability to build trust across the business.
- Familiarity with ITIL practices and ITSM tools (ServiceNow experience a plus).
- Experience with enterprise SaaS, cloud platforms, and identity/access management.
- Exposure to large-scale rollouts, migrations, or process transformation projects.
What We Offer
- Competitive salary and benefits package.
- A leadership role where you’ll shape how enterprise IT is experienced across schuh.
- Professional development opportunities (leadership and technical certifications).
- A collaborative IT culture where leaders and analysts work side by side.
Job Details
- Seniority level: Mid-Senior level
- Employment type: Full-time
- Job function: Business Development, Analyst, and Information Technology
- Industries: IT System Training and Support and IT Services and IT Consulting
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Service Desk Team Lead employer: Schuh
Contact Detail:
Schuh Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Team Lead
✨Tip Number 1
Get to know the company culture before your interview. schuh is all about being people-first and innovative, so show us how you fit into that vibe. Research their values and think of examples from your past that align with their mission.
✨Tip Number 2
Prepare for hands-on scenarios during your interview. As a Service Desk Team Lead, you'll need to demonstrate your technical skills and leadership style. Be ready to discuss how you've resolved complex issues and mentored team members in previous roles.
✨Tip Number 3
Showcase your customer service skills! At schuh, we value excellent service, so be prepared to share stories about how you've built trust and supported your team and customers in the past. This will highlight your servant-leadership qualities.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you're genuinely interested in joining our team and contributing to our collaborative IT culture.
We think you need these skills to ace Service Desk Team Lead
Some tips for your application 🫡
Show Your Leadership Style: When writing your application, let us see your leadership style shine through! Share examples of how you've mentored others and led teams in the past. We want to know how you inspire and support your colleagues.
Highlight Technical Skills: Make sure to showcase your technical knowledge, especially with Microsoft Windows, Office 365, and ITIL practices. We’re looking for someone who can hit the ground running, so don’t hold back on your relevant experience!
Customer Service is Key: Since we’re all about excellent service, include any experiences where you’ve gone above and beyond for customers or colleagues. This will help us see your strong customer service orientation and how you build trust across teams.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Let’s get started on this journey together!
How to prepare for a job interview at Schuh
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around Microsoft Windows, Office 365, and Active Directory. Being able to discuss these tools confidently will show that you're ready to lead a team in a fast-paced environment.
✨Show Your Leadership Style
Prepare examples of how you've mentored or coached others in previous roles. Highlight your servant-leadership qualities and how you’ve inspired your team to excel. This will resonate well with the company’s people-first culture.
✨Understand the Role
Familiarise yourself with the specific responsibilities of the Service Desk Team Lead. Be ready to discuss how you would handle ticket resolution, team performance monitoring, and continuous improvement of IT support processes.
✨Customer Service is Key
Be prepared to talk about your approach to customer service. Share instances where you built trust and ensured excellent service delivery, as this role heavily focuses on supporting colleagues and enhancing their experience.
