Director of Service Delivery - Tampa

FusionTek•Tampa, FL

16h•Hybrid

About The Position

FusionTek is seeking a Director of Service Delivery to lead the Reactive Service Team, Escalated Service Team, and Service Coordination Team. Reporting directly to the COO, this role owns the company’s service delivery operations and contributes to scaling the organization and achieving its growth goals. The position is based in FusionTek’s Tampa, Florida office and requires a hybrid schedule with at least two in-office days per week; candidates must reside in the Tampa area. The Director will manage service delivery across multiple client accounts, balancing technician capacity, ticket queues, escalations, service levels, documentation, client satisfaction, and operational KPIs. The role includes leading and developing staff, improving processes, overseeing escalations and on-call coverage, monitoring service performance, protecting profitability, and collaborating across company teams. Prior MSP help desk leadership experience is strongly preferred because of the pace and complexity of multi-client service delivery. FusionTek describes itself as an established, growing managed services provider with 20 years of experience. The company highlights team events, community involvement, investment in AI-powered tools, and opportunities for the role to grow as the company scales.

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 professional services automation (PSA) tool.
A solid technical foundation in technologies such as Microsoft 365, Azure/Entra ID, Windows Server, networking fundamentals, and Datto BCDR, or comparable hands-on knowledge sufficient to participate in technical discussions, assess root causes and resolution plans, and recognize misdirected escalations.
Exceptional written and verbal communication skills with technicians, clients, and executives.
Ability to manage multiple priorities, resolve conflict fairly, and solve problems under pressure.
Team-first approach, with willingness to give and accept feedback and prioritize team success.
Self-motivation, curiosity, and interest in learning new things.
Valid driver’s license and a reliable, insured vehicle.
High school diploma.
Must reside in the Tampa area.
Must work a hybrid schedule with at least two in-office days per week at the Tampa, Florida office.

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

Direct day-to-day management of the Reactive Service, Escalated Service, and Service Coordination teams, including staffing, ticket lifecycle, 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 to prioritize work.
Manage the department against target KPIs, including resolution time, CSAT, and time spent, and report weekly on 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 and playbooks.
Drive efficiency and protect margins by keeping tickets moving, focusing technician time on valuable work, 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 company operations and strengthen client relationships and FusionTek’s reputation for technical excellence.
Conduct and share Service Team performance reviews through Weekly L10s, Quarterly Conversations, and annual reviews using defined processes.
Work toward the company’s goal of keeping 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.