Role: Service Desk Team Lead
Reports to: Head of Enterprise Services
Why Join Us?
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).
Desirable
* ITIL Foundation certification.
* 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.