Director of Service Delivery

FusionTek • Bellingham, WA

21h • $120,000 - $150,000 • Hybrid

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 leader will own the company’s service delivery operation and help scale it as the business grows. The role is based in the greater Seattle area and follows a hybrid schedule requiring at least two in-office days per week at the Federal Way, Washington office or another FusionTek office in Washington State.

The Director will manage daily service operations, ticket flow, staffing, escalations, on-call coverage, performance metrics, and service processes. The role also partners with the projects, 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 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, including 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, with the ability to give and accept feedback sincerely and prioritize team success.
• Self-motivated and curious, with an interest in learning new things.
• Valid driver’s license and reliable, insured vehicle.
• High school diploma.

Nice To Haves

• Industry certifications, such as Microsoft, CompTIA, or similar.
• Bachelor’s degree in a related field.
• Direct experience with Microsoft 365, Azure/Entra ID, Windows Server, networking fundamentals, and Datto BCDR.

Responsibilities

• Directly manage and develop 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 move appropriately into and within Escalated Service and to other FusionTek teams according to the SLA matrix.
• Manage the department against 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.
• Improve efficiency and protect margins by keeping tickets moving, focusing technician time on valuable work, ensuring at least 6.5 billable hours are logged 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, following defined processes.
• Support the goal of keeping annual voluntary turnover below 5%.

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