Director of Service Delivery

🔥 1 hour ago

🇺🇸 United States – Remote

💵 $120k - $150k / year

⏰ Full Time

🔴 Lead

👔 Director

👻 Ghost score 6%

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FusionTek

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

🏥 Healthcare

⚖️ Legal

Consulting • Healthcare • Legal

FusionTek is a company that specializes in providing comprehensive IT solutions for small and medium-sized businesses. Founded in 2007, FusionTek offers a range of services including managed IT services, co-managed IT services, cloud solutions, and IT consulting. The company is known for its solutions in network security services, ransomware protection, and business continuity planning. FusionTek also provides hardware as a service, VOIP phone systems, and email & spam protection. With a focus on industries such as accounting, architecture, construction, healthcare, legal, and non-profits, FusionTek is dedicated to helping businesses achieve greater success through advanced technology solutions.

📋 Description

• Lead and develop the Reactive Service, Escalated Service, and Service Coordination teams • Manage staffing, ticket life cycle, and workload balancing by role and skill level • Own ticket escalations end to end using the SLA matrix • Manage KPIs for resolution time, CSAT, time spent, and other service metrics • Report weekly on service trends and Escalated Service metrics to the CEO • Maintain the On-Call Escalated rotation and coordinate coverage with the Service Desk Manager • Create, update, enforce, document, audit, and improve service delivery processes • Drive efficiency and protect margins by managing ticket flow, technician focus, billable hours, and over-consuming tickets • Partner with the projects team, client account management, and sales • Conduct and share performance reviews through Weekly L10s, Quarterly Conversations, and annual reviews • Report directly to the COO and help scale service delivery across the company

🎯 Requirements

• 5+ years in IT roles, including hands-on technical work in an MSP or service desk environment • 3+ years in a leadership or supervisory role • Hands-on experience with Autotask or a similar PSA • Technical knowledge of Microsoft 365, Azure/Entra ID, Windows Server, networking fundamentals, and Datto BCDR, or comparable hands-on knowledge • Exceptional written and verbal communication • Ability to manage multiple priorities, resolve conflict fairly, and solve problems proactively • Team-first mindset and openness to feedback • Self-motivated and curious • Valid driver’s license and reliable, insured vehicle • Industry certifications strongly preferred, such as Microsoft or CompTIA • High school diploma required • Bachelor’s degree in a related field preferred

🏖️ Benefits

• 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 PTO • Paid company holidays • Dedicated Birthday PTO • 2 additional floating holidays • Monthly cell phone stipend • Fun events and opportunities to connect with colleagues • AI-powered tooling and modern technology investment

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