David Cornthwaite, Service Delivery Team Leader

A background in technical support roles in companies in the Southeast, plus two years’ experience on our busy support desk made David the ideal candidate when a Service Delivery Team Leader role arose.

His day to day activities see him oversee the management of around 500+ tickets a week, through a delivery team of 12, who are part of a wider team of 40. Our support desk here at ITPS is manned 24/7 and David is often duty manager and senior person on call to pick up any particularly thorny issues that arise overnight.

“While we’re incorporating the latest AI tools to automate simple queries such as password resets, when our customers have a bigger issue that is frustrating and worrying them, they want to talk to a person who can calmly talk them through the problem,” said David.

“We’ve got a single and very simple aim, which is to make sure our customers are happy and satisfied with our service, and we go all out to achieve that.

I love speaking to customers, part of my job is to de-escalate problems and give them the reassurance and confidence that we can fix their problem. Part of my role is to listen in to a proportion of service calls and offer advice if it’s needed, so our team is constantly learning and improving. We nurture a culture of continuous improvement and cross-team collaboration which benefits our customers and our people alike, and I meet regularly with our Service heads of teams to discuss ideas and new solutions.”

As part of his individual training and development plan David is currently working through technical product training leading to exams, and is about to start our Team Leader training programme.

“I clicked with ITPS from day one. I like the culture, the people, and being part of a business that gives back to the community. We’ve got some great staff benefits on offer too, including car and tech buying schemes, plus hybrid working models and extended annual leave.

I’ve always felt fully supported here, particularly when I stepped up into a team leader role. I’ve got the freedom and flexibility to make good career choices here, and I’m confident my goals will be met.”