Director of Service Delivery - Remote

FusionTek is a growing managed services provider (MSP), and our Service Team is where our reputation is made. As Director of Service Delivery, you’ll lead the people who deliver it every day — the Reactive Service Team, the Escalated Service Team, and our Service Coordination Team.

You’ll report directly to the COO, own the service delivery engine of the company, and play a major role in whether we hit our aggressive growth goals. This role is built to evolve and grow as we do, if you want a seat where your impact is visible, this is it.

Why MSP Experience Matters 

Prior MSP Help Desk leadership experience is strongly preferred. Leading service delivery in an MSP is significantly different from managing an internal IT department. An MSP supports multiple clients at the same time, each with different environments, priorities, SLAs, and expectations.

The Director of Service must be able to manage technician capacity, ticket queues, escalations, service levels, documentation, client satisfaction, and operational KPIs across multiple accounts simultaneously. We are looking for someone who already understands the pace and complexity of an MSP Help Desk and can step into the role ready to lead, improve, and scale the service organization.

Why FusionTek?

We’re not a startup guessing our way through, we’ve spent 20 years building something that works, and we’re just getting started. The industry has noticed:

• Inc. 5000 — Fastest Growing Private Companies in America
• MSP 501 — ranked among the top managed service providers worldwide
• Inc. Regionals Award — Pacific Northwest
• CRN MSP 500 — Pioneer 250 list

But the awards aren’t why people stay. They stay for the culture: team luncheons and employee events that actually feel like events, leadership that knows your name, and a company that shows up for the community — sponsoring and participating in local causes that matter to our team members. We work hard, we win together, and we make sure the wins are felt.

We’re also serious about staying ahead of the curve. We’re investing heavily in AI modernization — putting modern AI-powered tooling in our teams’ hands so technicians spend less time on repetitive work and more time solving real problems. When our people say they have the tools to get the job done, we take it seriously: if a tool makes the team faster and the client experience better, we build it, buy it, or adopt it.

And because we’re growing fast, this Director role isn’t a ceiling; it’s a launch pad. You’ll report directly to the COO and help shape how service delivery scales across the company.

What You'll Do

• Lead and develop the Service Team — direct day-to-day management of the Reactive, Escalated, and Service Coordination teams, including staffing, ticket life-cycle, and workload balancing by role and skill level.
• Own escalations end to end — make sure tickets escalate into and within Escalated Service (and to other FusionTek teams) correctly, using our SLA matrix to keep every ticket prioritized right.
• Drive the metrics that matter — manage the department to target KPIs for resolution time, CSAT, time spent, and more, and report weekly on service trends and Escalated Service metrics to the CEO.
• Keep the on-call rotation healthy — maintain the On-Call Escalated rotation and coordinate with the Service Desk Manager so coverage is always sufficient.
• Build and improve the playbook — create, update, and enforce the processes our Service Team runs on, keeping everything documented, audited, and regularly improved.
• Drive efficiency and protect margins — keep tickets moving and technicians focused, so time is spent where it creates value: ensuring a minimum of 6.5 billable hours logged per 8-hour shift, catching tickets that quietly over-consume time, and preserving both profitability and the client experience.
• Be the connector — partner with projects team, client account management, and sales so the Service Team and the whole company run smoothly and build client relationships that strengthen FusionTek’s reputation for technical excellence.
• Grow your people — conduct and share Service Team performance reviews through Weekly L10s, Quarterly Conversations, and annual reviews using our defined processes. Our goal: voluntary turnover under 5% annually.

Requirements

Technical Skills & Qualifications

• 5+ years in IT roles, including hands-on technical work in an MSP or service desk environment, with 3+ years in a leadership or supervisory role
• Hands-on experience with Autotask or a similar PSA (we use Autotask and MSPbots to monitor ticket loads and progress)
• A solid technical foundation in a stack like ours — Microsoft 365, Azure/Entra ID, Windows Server, networking fundamentals, and Datto BCDR. Direct experience with these exact technologies isn’t required, but comparable hands-on knowledge is: you can hold your own in a technical conversation, understand root causes well enough to challenge a resolution plan, and know when an escalation is heading the wrong direction
• Exceptional written and verbal communication — you can talk to technicians, clients, and the CEO with equal clarity
• A calm head under pressure: you manage multiple priorities, resolve conflict fairly, and solve problems before they become fires
• A team-first mindset — you give and accept feedback sincerely and put the team’s success above your own
• Self-motivated and curious; you enjoy learning new things
• A valid driver’s license and reliable, insured vehicle
• Industry certifications strongly preferred (e.g., Microsoft, CompTIA, or similar); additional certification requirements to be agreed upon during the hiring process
• High school diploma required; bachelor’s degree in a related field preferred

Benefits

At FusionTek, we truly believe our people are our most valuable asset. That’s why we’re proud to offer:

• 💰 Competitive salary: $120k - $150k/year
• 🎯 Bonus structure tied to personal and departmental KPIs — up to 4% per quarter plus an additional 5% annually
• 🏥 Comprehensive coverage: Medical, Dental, and Vision coverage
• 📈 401(k) plan with 4% company matching and immediate vesting
• 🌴 Time Off That Actually Lets You Recharge: Generous PTO, Paid company holidays, Dedicated Birthday PTO and 2 additional floating holidays for extra flexibility
• 📱 Monthly cell phone stipend to support your connectivity needs
• 🤝 Team culture: Fun events and opportunities to connect with colleagues