Director of Service Delivery - Remote

FusionTek

1d•$120,000 - $150,000•Remote

About The Position

FusionTek is hiring 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 operations and will help scale the organization as it grows. The position involves leading a multi-client MSP service organization, where technician capacity, ticket queues, escalations, service levels, documentation, client satisfaction, and operational KPIs must be managed across multiple accounts. The Director will manage team staffing, workload, ticket lifecycles, and escalations; drive service metrics and operational efficiency; maintain on-call coverage; and develop and improve documented service processes. The role also partners with project, client account management, and sales teams, and develops employees through regular performance conversations and reviews. FusionTek is investing in AI-powered tools to reduce repetitive work and improve service delivery.

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.
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.
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, with the ability to communicate clearly 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 sincere giving and acceptance of 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.

Nice To Haves

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

Responsibilities

Direct day-to-day management and development of the Reactive Service, Escalated Service, and Service Coordination teams, including staffing, ticket lifecycles, and workload balancing by role and skill level.
Own escalations end to end, ensuring tickets are routed correctly into and within Escalated Service and to other FusionTek teams, with prioritization guided by 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 sufficient coverage.
Create, update, enforce, document, audit, and regularly improve Service Team processes.
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 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.

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.