Director of Service Delivery

FusionTek•Issaquah, WA

20h•$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. Reporting directly to the COO, this role owns the company’s service delivery engine and will help shape how service delivery scales as the company grows. The position is based in the greater Seattle area and requires a hybrid schedule with at least two in-office days per week at the Federal Way, Washington office or another Washington State office. The Director will manage day-to-day service operations, staffing, ticket lifecycle, escalations, service metrics, on-call coverage, and team development. The role will establish and maintain documented processes, improve efficiency and margins, and collaborate with project teams, client account management, and sales to support strong client relationships and technical service. The position also includes reporting weekly on service trends and Escalated Service metrics to the CEO and conducting performance reviews using the company’s defined processes.

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.
A solid technical foundation in technologies comparable to Microsoft 365, Azure/Entra ID, Windows Server, networking fundamentals, and Datto BCDR, with the ability to participate in technical discussions, assess root causes and resolution plans, and recognize when an escalation is going 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 address problems before they become fires.
Team-first mindset, including sincerely giving and accepting feedback and prioritizing team success.
Self-motivation and curiosity, with an interest in learning new things.
Valid driver’s license and reliable, insured vehicle.
High school diploma.
Must reside in the greater Seattle area.

Nice To Haves

Industry certifications are strongly preferred, such as Microsoft, CompTIA, or similar.
Bachelor’s degree in a related field is preferred.
Additional certification requirements may be agreed upon during the hiring process.

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 them.
Manage the department to 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, enforce, document, audit, and regularly improve Service Team processes.
Keep tickets moving and technicians focused, maintain a minimum of 6.5 billable hours logged per 8-hour shift, identify tickets that over-consume time, and preserve profitability and client experience.
Partner with the projects team, client account management, and sales to support smooth operations and client relationships.
Conduct and share Service Team performance reviews through Weekly L10s, Quarterly Conversations, and annual reviews using defined processes.
Support a 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.