Director of MSP Service Delivery & Growth

FusionTek; United States; Remote; USD 120,000 - 150,000; Full time

Benefits offered by this job

Bonus structure up to 4% per quarter +

5% annually

Medical, Dental, Vision

401(k) with 4% matching

Generous PTO and holidays

Monthly cell phone stipend

Team culture events

Job summary

FusionTek is seeking a Director of Service Delivery to accelerate MSP growth in the Pacific Northwest. You will report to the COO and lead the Reactive, Escalated, and Service Coordination teams to deliver exceptional multi-client service.

This role emphasizes MSP leadership, SLA management, and AI-driven modernization, with a compensation package that includes a base of $120k–$150k, plus a performance-based bonus up to ~21% and potential total compensation over $170k.

Qualifications

• 5+ years in IT roles including MSP or service desk leadership.
• Experience with Autotask or a similar PSA tool.
• Bachelor's degree preferred; professional certifications encouraged.

Responsibilities

• Lead and develop the Service Team across Reactive, Escalated, and Service Coordination teams.
• Own escalations end to end, ensuring proper SLA-based prioritization.
• Drive KPIs for resolution time, CSAT, time spent, and weekly trend reports to the CEO.
• Maintain a healthy on-call rotation in coordination with the Service Desk Manager.
• Build and improve the playbook; document, audit, and regularly update processes.
• Drive efficiency and protect margins by achieving minimum 6.5 billable hours per 8-hour shift.
• Partner with projects, client management, and sales to ensure smooth service delivery and strong client relationships.
• Grow the team through Weekly L10s, Quarterly Conversations, and annual reviews.

Skills

SLA management

AI tooling adoption

PSA KPI management

People leadership

Tools

Autotask

MSPbots

Job description

FusionTek is seeking a Director of Service Delivery to accelerate MSP growth in the Pacific Northwest. You will report to the COO and lead the Reactive, Escalated, and Service Coordination teams to deliver exceptional multi-client service.

This role emphasizes MSP leadership, SLA management, and AI-driven modernization, with a compensation package that includes a base of $120k–$150k, plus a performance-based bonus up to ~21% and potential total compensation over $170k.