Director of Service Delivery
FusionTek
Director of Service Delivery
FusionTek
Managed IT and security solutions
FusionTek · Federal Way, United States (Hybrid) · Full-time · Posted 2026-10-16
Salary: USD 120,000–150,000
Workplace: hybrid
Department: Service - Full Time
FusionTek is a growing managed services provider (MSP), and our Service Team is where our reputation is made. As Director of Service Delivery, you’ll lead the people who deliver it every day — the Reactive Service Team, the Escalated Service Team, and our Service Coordination Team.
You’ll report directly to the COO, own the service delivery engine of the company, and play a major role in whether we hit our aggressive growth goals. This role is built to evolve and grow as we do, if you want a seat where your impact is visible, this is it. This role will require a Hybrid schedule with at least two in-office days per week, based in our Federal Way, WA office (or one of our other Washington State offices).
Why MSP Experience Matters
Prior MSP Help Desk leadership experience is strongly preferred. Leading service delivery in an MSP is significantly different from managing an internal IT department. An MSP supports multiple clients at the same time, each with different environments, priorities, SLAs, and expectations.
The Director of Service must be able to manage technician capacity, ticket queues, escalations, service levels, documentation, client satisfaction, and operational KPIs across multiple accounts simultaneously. We are looking for someone who already understands the pace and complexity of an MSP Help Desk and can step into the role ready to lead, improve, and scale the service organization.
Why FusionTek?
We’re not a startup guessing our way through, we’ve spent 20 years building something that works, and we’re just getting started. The industry has noticed:
But the awards aren’t why people stay. They stay for the culture: team luncheons and employee events that actually feel like events, leadership that knows your name, and a company that shows up for the community — sponsoring and participating in local causes that matter to our team members. We work hard, we win together, and we make sure the wins are felt.
We’re also serious about staying ahead of the curve. We’re investing heavily in AI modernization — putting modern AI-powered tooling in our teams’ hands so technicians spend less time on repetitive work and more time solving real problems. When our people say they have the tools to get the job done, we take it seriously: if a tool makes the team faster and the client experience better, we build it, buy it, or adopt it.
And because we’re growing fast, this Director role isn’t a ceiling; it’s a launch pad. You’ll report directly to the COO and help shape how service delivery scales across the company.
What You'll Do
Technical Skills & Qualifications
At FusionTek, we truly believe our people are our most valuable asset. That’s why we’re proud to offer:
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FusionTek provides managed and co-managed IT and security solutions to keep businesses connected and secure. Its services include proactive monitoring, patch management, threat protection, and incident response delivered through remote management, with options to augment a client’s internal IT team. The company differentiates itself by offering a collaborative co-managed model that integrates with existing IT staff and systems rather than just one-off projects. Its goal is to simplify IT management, reduce security risk, and ensure reliable technology operations so clients can focus on their core business.
Explore more opportunities at FusionTek