Desktop Contract Manager London A fantastic opportunity to work with a well established, Fire and Security firm, with a large range of customers ranging from Commercial, Domestic and Industrial sites. My client is eager to welcome a new, experienced Desktop Contract Manager into the fold.£33-35,000Main Responsibilities Manage and oversee a team of DAC s (Desktop Account Controllers)Driving and monitoring KPI performance in real time and report to Service Performance Manager andService Director on KPI performance.Analysing performance data, identifying any training needs and improvement initiatives to increase performance efficiency and delivery across the department.Producing client reports.Manage and oversee Customer WIP working with the team to ensure jobs are being completed from diary, to parts, to scheduling, ensuring that works are being booked in correctly and on time in line with the SLA s for the contract.Respond to issues and resolve queries raised by the client in a prompt and professional manner.Ensure emergency works are reacted and responded to swiftly, ensuring the client is kept up to date, and provided with detailed updates for the resolution or further actions required.Ensure client expectations are managed regarding any delays with parts and job completion where necessary.Work with the client and own team to explore and implement improvements to the processes and procedures for completing works.Assist office and field staff obtain technical and parts infor