Director of MSP Service Delivery & Growth

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

Benefits offered by this job

Competitive salary

Bonus structure

Medical, Dental, and Vision coverage

401(k) with matching

PTO and holidays

Job summary

FusionTek is seeking a Director of Service Delivery to lead the Reactive, Escalated, and Service Coordination teams. You’ll report to the COO and own the service delivery engine to drive growth and client satisfaction.

You’ll manage ticket queues, SLAs, and KPIs across multiple accounts, while building playbooks and ensuring profitability. This role emphasizes MSP leadership, mentorship, and strategic development of the service organization.

Qualifications

• 5+ years in IT roles, including MSP or service desk experience.

Responsibilities

• Lead and develop the Service Team—Reactive, Escalated, and Coordination teams.

Skills

IT Leadership

MSP Help Desk

Team Management

Communication

Education

High School Diploma

Bachelor's Degree (preferred)

Tools

Autotask PSA

Job description

FusionTek is seeking a Director of Service Delivery to lead the Reactive, Escalated, and Service Coordination teams. You’ll report to the COO and own the service delivery engine to drive growth and client satisfaction.

You’ll manage ticket queues, SLAs, and KPIs across multiple accounts, while building playbooks and ensuring profitability. This role emphasizes MSP leadership, mentorship, and strategic development of the service organization.