Service Desk Manager

Position Summary

This position is within Acadia.  Acadia is wholly owned by LSEG (London Stock Exchange Group) and is part of its Post Trade division.

Acadia’s Client Service is a 24x5 team that functions as central point of client contact for all client support queries across entire suite of Acadia products. Issue type and complexity varies widely and resolution often involves coordination with other internal or external teams.

The Service Desk Manager position will be key to the daily operation and continued development of Acadia’s growing customer facing support organization.  Located in Manila, the role’s responsibilities are two-fold; to oversee operations of the frontline client service team and drive improvement of service desk’s operations.

This is a challenging role suited to a candidate interested in driving the development of an organization rather than managing an established team.  

Role Responsibilities

• Daily oversight of Acadia service desk operations (24x5 team with regional team leads)
• Identification, design and delivery of service desk operational improvements
• Hiring, training & ongoing development of service desk staff
• Incident management and service recovery
• Basic project management

Experience and Qualifications Required

• 15 years of experience in client facing, service desk environments
• 8 years service desk management experience
• Excellent written and verbal communication skills
• Ability to evaluate employee performance/provide coaching as necessary (particularly to junior staff)
• Critical thinking and decision-making skills
• Capability to effectively prioritize wide range of tasks
• Capacity to work independently to define and execute plans to meet operational gaps and/or business objectives
• Experience with derivative operations and collateral management strongly preferred

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.

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