Service Delivery Director - Hybrid WA, Growth Leader

FusionTek; Bellingham (WA); Hybrid; USD 120,000 - 150,000; Full time

Benefits offered by this job

Competitive salary

Bonus structure: up to 4% per quarter,

5% annually bonus

Must reside in greater Seattle area

Medical, Dental, Vision coverage

401(k) with 4% match

Generous PTO and holidays

Birthday PTO and floating holidays

Monthly cell phone stipend

Team culture and events

Job summary

FusionTek, a growth‑minded MSP, seeks a Director of Service Delivery to lead the Reactive, Escalated, and Service Coordination teams. You’ll own the service delivery engine, report to the COO, and shape scaling with the company’s growth.

This hybrid role requires at least two in‑office days weekly at the Federal Way, WA or other WA offices. Expect to drive metrics, escalate end‑to‑end, and protect margins while delivering exceptional client experiences.

Qualifications

• 5+ years in IT roles with 3+ years in leadership or supervisory duties.
• Hands‑on experience with Autotask or similar PSA systems.
• Solid foundation in Microsoft 365, Azure/Entra ID, Windows Server and networking.
• Strong written and verbal communication; able to engage technicians, clients and leadership.

Responsibilities

• Lead and develop the Reactive, Escalated, and Service Coordination teams.
• Own escalations end to end and manage SLA‑driven prioritization.
• Drive KPIs for resolution time, CSAT, and efficiency; report trends weekly.
• Maintain a healthy on‑call rotation and coordinate with the Service Desk Manager.
• Build, update, and enforce team playbooks and processes.
• Drive efficiency to protect margins and ensure minimum billable hours.
• Collaborate with projects, account management, and sales to strengthen client relationships.
• Grow the team through regular performance reviews and constructive feedback.

Skills

Leadership

IT management

Autotask

MSPbots

Microsoft 365

Azure ID

Windows Server

Networking

Communication

Conflict resolution

Driver's license

Certifications

Education

High school diploma

Bachelor’s degree preferred

Tools

Autotask

MSPbots

Job description

FusionTek, a growth‑minded MSP, seeks a Director of Service Delivery to lead the Reactive, Escalated, and Service Coordination teams. You’ll own the service delivery engine, report to the COO, and shape scaling with the company’s growth.

This hybrid role requires at least two in‑office days weekly at the Federal Way, WA or other WA offices. Expect to drive metrics, escalate end‑to‑end, and protect margins while delivering exceptional client experiences.