Head of MSP Service Delivery & Growth

FusionTek; Tampa (FL); Hybrid; USD 120,000 - 150,000; Full time

Benefits offered by this job

Competitive salary

Performance bonuses

Must reside in Tampa

Medical, Dental, Vision

401(k) with match

Generous PTO and holidays

Monthly cell phone stipend

Team culture

Job summary

FusionTek, a growing MSP, seeks a Director of Service Delivery in Tampa, FL. You’ll lead the Reactive, Escalated, and Service Coordination teams, own the service delivery engine, and report to the COO. The role blends leadership with hands-on optimization of tickets, SLAs, and KPIs in a hybrid environment.

Requirements include 5+ years in IT, 3+ in leadership, Autotask experience, and strong communication. They offer competitive salary and growth opportunities in a collaborative culture.

Qualifications

• 5+ years in IT roles within MSP or service desk
• 3+ years in a leadership or supervisory role
• Experience with Autotask or similar PSA
• Strong written and verbal communication
• Ability to manage multiple priorities under pressure
• Bachelor’s degree preferred; high school diploma required

Responsibilities

• Lead and develop the Service Team (Reactive, Escalated, Service Coordination)
• Own end-to-end escalations using the SLA matrix
• Drive KPIs for resolution time, CSAT, and efficiency; report to CEO
• Manage on-call rotation and coordination with Service Desk Manager
• Improve and maintain service playbooks and processes
• Ensure minimum 6.5 billable hours per 8-hour shift
• Collaborate with projects, client accounts, and sales to align service delivery
• Conduct weekly L10s, quarterly conversations, and annual reviews

Skills

Leadership experience

MSP Leadership

KPIs & SLAs

Staff management

Calm under pressure

Education

Bachelor’s degree

High School Diploma

Industry certifications preferred

Tools

Autotask

MSP tools

Microsoft 365

Azure/Entra ID

Windows Server

Datto BCDR

Networking fundamentals

Job description

FusionTek, a growing MSP, seeks a Director of Service Delivery in Tampa, FL. You’ll lead the Reactive, Escalated, and Service Coordination teams, own the service delivery engine, and report to the COO. The role blends leadership with hands-on optimization of tickets, SLAs, and KPIs in a hybrid environment.

Requirements include 5+ years in IT, 3+ in leadership, Autotask experience, and strong communication. They offer competitive salary and growth opportunities in a collaborative culture.