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FusionTek
FusionTek
11 – 50 Zaposleni
PravoSvetovanjeZdravstveno varstvo
FusionTek zagotavlja upravljane in soupravljane IT-storitve za mala in srednje velika podjetja. Njegova ponudba vključuje rešitve v oblaku, IT-svetovanje, omrežno varnost, zaščito pred izsiljevalskim programjem, načrtovanje neprekinjenega poslovanja, strojno opremo kot storitev, telefonske sisteme VoIP ter zaščito e-pošte in pred neželeno pošto. Podjetje sodeluje z organizacijami na področjih, kot so računovodstvo, arhitektura, gradbeništvo, zdravstvo, pravne storitve in neprofitni sektor, ter jim pomaga upravljati tehnologijo, krepiti odpornost in podpirati vsakodnevno delovanje.
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Delovna mesta v podjetju

Director of IT Service Delivery

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

USZdružene države AmerikeWAWashington
120.000 $ – 150.000 $ / leto
HibridnoPolni delovni časVodjaZahtevani Jezik: angleščinaDirektor
Azure

Opis

  • 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.

Zahteve

  • 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.

Ugodnosti

  • 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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