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FusionTek
FusionTek
11 – 50 Employees
ConsultingHealthcareLegal
FusionTek delivers managed and co-managed IT services for small and medium-sized businesses. Its offering spans cloud solutions, IT consulting, network security, ransomware protection, business continuity planning, hardware as a service, VoIP phone systems, and email and spam protection. The company works with organizations in fields including accounting, architecture, construction, healthcare, legal services, and the nonprofit sector, helping them manage technology, strengthen resilience, and support day-to-day operations.
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Director of IT Service Delivery

Lead FusionTek’s managed IT service delivery, overseeing escalations, performance metrics, staffing, operational efficiency, and service team development.

USUnited StatesWAWashington
$120,000 – $150,000 / year
HybridFull-timeLeadEnglish RequiredDirector
Azure

Description

  • Oversee daily operations across the Reactive, Escalated, and Service Coordination teams.
  • Plan staffing, manage ticket lifecycles, and balance workloads according to roles and skill levels.
  • Take ownership of ticket escalations through resolution, following the SLA matrix.
  • Track department performance against resolution time, CSAT, time spent, and other service metrics.
  • Send the CEO weekly updates on service trends and Escalated Service performance.
  • Manage the on-call escalation rotation and arrange coverage with the Service Desk Manager.
  • Develop, document, enforce, audit, and improve Service Team procedures.
  • Improve efficiency and protect margins by sustaining at least 6.5 billable hours per eight-hour shift.
  • Spot tickets that consume excessive time and safeguard both profitability and client experience.
  • Coordinate with project, client account management, and sales teams.
  • Conduct and share performance reviews through weekly L10s, quarterly conversations, and annual reviews.
  • Work toward keeping annual voluntary turnover below 5%.
  • Report to the COO and help plan how service delivery can scale.

Requirements

  • Bring at least five years of IT experience, including hands-on technical work in an MSP or service desk environment.
  • Have at least three years of leadership or supervisory experience.
  • Have hands-on experience with Autotask or a comparable PSA platform.
  • Know Microsoft 365, Azure/Entra ID, Windows Server, networking fundamentals, and Datto BCDR or equivalent technologies.
  • Communicate exceptionally well in writing and conversation.
  • Manage competing priorities, resolve conflicts fairly, and address problems proactively.
  • Put the team first and remain open to feedback.
  • Show self-motivation and curiosity.
  • Hold a valid driver’s license and have access to a reliable, insured vehicle.
  • Industry certifications, such as Microsoft or CompTIA credentials, are strongly preferred.
  • Have a high school diploma.
  • A bachelor’s degree in a related field is preferred.

Benefits

  • Earn performance bonuses tied to personal and departmental KPIs: up to 4% each quarter plus an additional 5% annually.
  • Medical, dental, and vision coverage.
  • 401(k) plan with a 4% company match and immediate vesting.
  • Generous paid time off.
  • Paid company holidays.
  • Dedicated paid time off for your birthday.
  • Two additional floating holidays.
  • Monthly cell phone allowance.
  • Company events and opportunities to connect with colleagues.
  • Investment in AI modernization and AI-powered tools.

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