Head of Service Delivery & Escalations (Hybrid)

FusionTek; Federal Way (WA); Híbrido; USD 120.000 - 150.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical coverage

Dental coverage

Vision coverage

401(k) plan

Paid time off

Birthday PTO and floating holidays

Cell phone stipend

Team events

Descripción de la vacante

FusionTek is seeking a Director of Service Delivery to lead the Reactive, Escalated, and Service Coordination teams. You will report to the COO and drive the service delivery engine as the company grows, with a hybrid schedule of two in-office days per week in Federal Way, WA or other WA offices.

The role emphasizes leadership, process improvement, and a focus on profitability while upholding client satisfaction. Candidates should have MSP experience and strong technical foundations.

Formación

• 5+ years in IT roles, MSP or service desk experience.
• 3+ years in a leadership or supervisory role.
• Autotask PSA or similar tools experience.
• Strong communication and stakeholder management.

Responsabilidades

• Lead and develop the Service Team across Reactive, Escalated, and Coordination groups.
• Own escalations end-to-end and ensure proper SLA alignment.
• Drive KPIs for resolution time, CSAT, efficiency and profitability.
• Maintain healthy on-call rotation and partner with Service Desk Manager.
• Build and improve playbooks and processes for the Service Team.
• Grow the team through performance reviews and mentorship.

Conocimientos

Leadership experience

Autotask PSA

Microsoft 365

Azure/Entra ID

Windows Server

Networking fundamentals

Datto BCDR

Strong communication

Problem solving under pressure

Team player

Driver's license

Industry certifications

High school diploma

Bachelor's degree preferred

Educación

High school diploma

Bachelor's degree preferred

Herramientas

Autotask

Descripción del empleo

FusionTek is seeking a Director of Service Delivery to lead the Reactive, Escalated, and Service Coordination teams. You will report to the COO and drive the service delivery engine as the company grows, with a hybrid schedule of two in-office days per week in Federal Way, WA or other WA offices.

The role emphasizes leadership, process improvement, and a focus on profitability while upholding client satisfaction. Candidates should have MSP experience and strong technical foundations.