Director of Service Delivery

FusionTek • Federal Way, WA

20h • $120,000 - $150,000 • Hybrid

About The Position

FusionTek is hiring 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 engine and supports its growth. The position is based in the greater Seattle area and follows 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 manages day-to-day service operations, escalations, staffing, ticket workflows, workload balance, and on-call coverage. The role drives service KPIs, reports weekly on service trends and Escalated Service metrics to the CEO, and develops and maintains documented service processes. It also focuses on operational efficiency and profitability while protecting the client experience, and collaborates with project, account management, and sales teams. The Director develops team members through regular performance reviews and aims to keep voluntary turnover below 5% annually.

Requirements

• At least 5 years of experience in IT roles, including hands-on technical work in an MSP or service desk environment.
• At least 3 years of experience 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 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 with technicians, clients, and executives.
• Ability to manage multiple priorities, resolve conflict fairly, and solve problems before they become fires.
• Team-first mindset, including giving and accepting feedback sincerely 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; additional certification requirements will be agreed upon during the hiring process.
• Bachelor’s degree in a related field preferred.

Responsibilities

• Lead and develop the Reactive Service, Escalated Service, and Service Coordination teams, including staffing, ticket life-cycle management, and workload balancing by role and skill level.
• Own escalations end to end, ensuring tickets are routed correctly within Escalated Service and to other FusionTek teams, and prioritized using the SLA matrix.
• 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 adequate 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, identifying tickets that over-consume time, and protecting the client experience.
• Partner with the projects team, client account management, and sales to support smooth company operations and strong client relationships.
• Conduct and share Service Team performance reviews through Weekly L10s, Quarterly Conversations, and annual reviews using defined processes.
• Support the goal of keeping voluntary turnover below 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 PTO and two additional floating holidays.
• Monthly cell phone stipend.
• Team events and opportunities to connect with colleagues.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: High school or GED