Director of Service Delivery

FusionTek

. Lead day-to-day management of the Reactive, Escalated, and Service Coordination teams .

Posted 10/17/2026full-timeFederal Way • Washington • United StatesLead💰 $120,000 - $150,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing service teams, ensuring efficient ticket resolution and maintaining high service metrics. Proficient in technical environments with a focus on Microsoft 365, Azure/Entra ID, and service delivery optimization.

Highest-signal resume keywords

Leadership ExperienceTechnical Knowledge of Microsoft 365Hands-On Experience with AutotaskService Metrics ManagementIndustry Certifications

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Microsoft 365Azure/Entra IDWindows ServerNetworking FundamentalsDatto BCDRTicket Life-Cycle ManagementService Team Process ImprovementKPI ManagementConflict ResolutionProblem Solving

Soft Skills

Exceptional Written CommunicationExceptional Verbal CommunicationTeam-First MindsetOpenness to FeedbackSelf-Motivated

Tools & Technologies

AutotaskPSA Software

Certifications & Qualifications

Microsoft CertificationsCompTIA Certifications

Industry Keywords

MSPService DeskService CoordinationClient Account ManagementPerformance Reviews

Tech Stack

Tools & technologies

Azure

About the role

Key responsibilities & impact

Lead day-to-day management of the Reactive, Escalated, 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 department 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 Team processes
Drive efficiency and protect margins by maintaining at least 6.5 billable hours per 8-hour shift
Identify tickets that over-consume time and preserve profitability and client experience
Partner with projects, client account management, and sales teams
Conduct and share performance reviews through Weekly L10s, Quarterly Conversations, and annual reviews
Maintain a goal of voluntary turnover under 5% annually
Report directly to the COO and help shape service delivery scaling

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 technologies
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, CompTIA, or similar
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 modernization and AI-powered tooling investment