Director of Service Delivery

FusionTek

. Lead and develop the Reactive Service, Escalated Service, and Service Coordination teams .

Posted 11/10/2026full-timeRemote • United StatesLead💰 $120,000 - $150,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing service delivery teams, with a focus on efficiency, performance metrics, and client satisfaction. Possesses hands-on technical expertise in IT service management and relevant technologies, ensuring effective resolution of escalated service issues.

Highest-signal resume keywords

Leadership ExperienceTechnical Knowledge of Microsoft 365Hands-On Experience with AutotaskService Delivery Process ImprovementKPI Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service Delivery ManagementTicket Life Cycle ManagementNetworking FundamentalsWindows ServerAzure/Entra IDDatto BCDRPerformance Metrics ReportingWorkload BalancingSLA ManagementTechnical Support

Soft Skills

Exceptional CommunicationConflict ResolutionProblem SolvingTeam CollaborationSelf-Motivation

Tools & Technologies

AutotaskMicrosoft 365Service Desk SoftwarePSA ToolsTicketing Systems

Certifications & Qualifications

Microsoft CertificationsCompTIA Certifications

Industry Keywords

IT Service ManagementManaged Service ProviderService Desk EnvironmentClient Account ManagementPerformance Reviews

Tech Stack

Tools & technologies

Azure

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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