[Hiring] Director of Service Delivery @FusionTek

Role Description

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.

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 — ensure 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, 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.

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.
• 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.

Benefits

• Competitive salary: $120k - $150k/year.
• Bonus structure tied to personal and departmental KPIs — up to 4% per quarter plus an additional 5% annually.
• Comprehensive coverage: Medical, Dental, and Vision coverage.
• 401(k) plan with 4% company matching and immediate vesting.
• 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.
• Fun events and opportunities to connect with colleagues.