As
Director of Service Delivery, you'll lead the people who deliver it every day - the Reactive Service Team, the Escalated Service Team, and our Service Coordination Team.
You'll report directly to the COO, own the service delivery engine of the company, and play a major role in whether we hit our aggressive growth goals. This role is built to evolve and grow as we do, if you want a seat where your impact is visible, this is it. This role will
require a Hybrid schedule with at least two in-office days per week, based in our
Federal Way, WA office (or one of our other Washington State offices).
What You'll Do- Lead and develop the Service Team - direct day-to-day management of the Reactive, Escalated, and Service Coordination teams, including staffing, ticket life-cycle, and workload balancing by role and skill level.
- Own escalations end to end - make sure tickets escalate into and within Escalated Service (and to other FusionTek teams) correctly, using our SLA matrix to keep every ticket prioritized right.
- Drive the metrics that matter - manage the department to target KPIs for resolution time, CSAT, time spent, and more, and report weekly on service trends and Escalated Service metrics to the CEO.
- Keep the on-call rotation healthy - maintain the On-Call Escalated rotation and coordinate with the Service Desk Manager so coverage is always sufficient.
- Build and improve the playbook - create, update, and enforce the processes our Service Team runs on, keeping everything documented, audited, and regularly improved.
- Drive efficiency and protect margins - keep tickets moving and technicians focused, so time is spent where it creates value: ensuring a minimum of 6.5 billable hours logged per 8-hour shift, catching tickets that quietly over-consume time, and preserving both profitability and the client experience.
- Be the connector - partner with projects team, client account management, and sales so the Service Team and the whole company run smoothly and build client relationships that strengthen FusionTek's reputation for technical excellence.
- Grow your people - conduct and share Service Team performance reviews through Weekly L10s, Quarterly Conversations, and annual reviews using our defined processes. Our goal: voluntary turnover under 5% annually.
RequirementsTechnical Skills & Qualifications- 5+ years in IT roles, including hands-on technical work in an MSP or service desk environment, with 3+ years in a leadership or supervisory role
- Hands-on experience with Autotask or a similar PSA (we use Autotask and MSPbots to monitor ticket loads and progress)
- A solid technical foundation in a stack like ours - Microsoft 365, Azure/Entra ID, Windows Server, networking fundamentals, and Datto BCDR. Direct experience with these exact technologies isn't required, but comparable hands-on knowledge is: you can hold your own in a technical conversation, understand root causes well enough to challenge a resolution plan, and know when an escalation is heading the wrong direction
- Exceptional written and verbal communication - you can talk to technicians, clients, and the CEO with equal clarity
- A calm head under pressure: you manage multiple priorities, resolve conflict fairly, and solve problems before they become fires
- A team-first mindset - you give and accept feedback sincerely and put the team's success above your own
- Self-motivated and curious; you enjoy learning new things
- A valid driver's license and reliable, insured vehicle
- Industry certifications strongly preferred (e.g., Microsoft, CompTIA, or similar); additional certification requirements to be agreed upon during the hiring process
- High school diploma required; bachelor's degree in a related field preferred
BenefitsAt
FusionTek, we truly believe our people are our most valuable asset. That's why we're proud to offer:
- Competitive salary: $120k - $150k/year
- Bonus structure tied to personal and departmental KPIs - up to 4% per quarter plus an additional 5% annually
- Must reside in greater Seattle area
- Comprehensive coverage: Medical, Dental, and Vision coverage
- 401(k) plan with 4% company matching and immediate vesting
- Time Off That Actually Lets You Recharge: Generous PTO, Paid company holidays, Dedicated Birthday PTO and 2 additional floating holidays for extra flexibility
- Monthly cell phone stipend to support your connectivity needs
- Team culture: Fun events and opportunities to connect with colleagues
