Director of Service Delivery - Tampa

FusionTek•Tampa, FL

1d•$120,000 - $150,000•Hybrid

About The Position

FusionTek is seeking a Director of Service Delivery to lead its Reactive Service, Escalated Service, and Service Coordination teams. The role owns the company’s service delivery operation and supports its growth by overseeing staffing, ticket flow, escalations, service levels, operational metrics, documentation, client satisfaction, and team development. The Director reports directly to the COO and works with other company teams to support strong client relationships and service quality. This role is based in Tampa, Florida, and requires a hybrid schedule with at least two days per week in the office. The candidate must reside in the Tampa area. Prior MSP Help Desk leadership experience is strongly preferred because the position involves managing service delivery across multiple clients, environments, priorities, SLAs, and expectations. The Director will manage service teams and workflows, maintain a healthy on-call rotation, develop and enforce operational processes, and drive performance and profitability while protecting the client experience. The role includes conducting performance reviews through weekly L10s, quarterly conversations, and annual reviews. FusionTek describes this as a growth-oriented role with visible impact on how service delivery scales across the company.

Requirements

At least 5 years in IT roles, including hands-on technical work in an MSP or service desk environment.
At least 3 years in a leadership or supervisory role.
Hands-on experience with Autotask or a similar PSA.
Technical foundation in technologies such as Microsoft 365, Azure/Entra ID, Windows Server, networking fundamentals, and Datto BCDR, or comparable hands-on knowledge.
Ability to participate effectively in technical discussions, understand root causes well enough to challenge resolution plans, and recognize when an escalation is heading in the wrong direction.
Exceptional written and verbal communication skills for communicating with technicians, clients, and the CEO.
Ability to manage multiple priorities, resolve conflict fairly, and solve problems before they become urgent.
Team-first approach, including giving and accepting feedback sincerely and prioritizing team success.
Self-motivation, curiosity, and enjoyment of learning new things.
Valid driver’s license and reliable, insured vehicle.
High school diploma.
Must reside in the Tampa area.

Nice To Haves

Prior MSP Help Desk leadership experience is strongly preferred.
Industry certifications are strongly preferred, such as Microsoft, CompTIA, or similar.
Bachelor’s degree in a related field is preferred.

Responsibilities

Lead and develop the Reactive Service, Escalated Service, and Service Coordination teams, including day-to-day management, staffing, ticket life-cycle, and workload balancing by role and skill level.
Own ticket escalations end to end, ensuring tickets are routed correctly into and within Escalated Service and to other FusionTek teams using the SLA matrix.
Manage the department to target KPIs, including resolution time, CSAT, and time spent, and report weekly service trends and Escalated Service metrics to the CEO.
Maintain the On-Call Escalated rotation and coordinate with the Service Desk Manager to ensure sufficient coverage.
Create, update, document, audit, enforce, and regularly improve Service Team processes.
Drive efficiency and protect margins by keeping tickets moving, focusing technician time on value, ensuring a minimum of 6.5 billable hours per 8-hour shift, and identifying tickets that consume excessive time.
Partner with the projects team, client account management, and sales to support smooth operations and strengthen client relationships.
Conduct and share Service Team performance reviews through Weekly L10s, Quarterly Conversations, and annual reviews using defined processes.
Support a goal of voluntary turnover under 5% annually.

Benefits

Competitive salary of $120,000–$150,000 per year.
Bonus structure tied to personal and departmental KPIs: up to 4% per quarter plus an additional 5% annually.
Medical, dental, and vision coverage.
401(k) plan with 4% company matching and immediate vesting.
Generous paid time off.
Paid company holidays.
Dedicated birthday paid time off.
Two additional floating holidays.
Monthly cell phone stipend.
Team events and opportunities to connect with colleagues.