About this opportunity
FusionTek lists this Director, Field Medical opportunity in issaquah, Washington. Review the employer’s description below for duties, qualifications and application requirements.
Job description
FusionTek is a growing managed services provider (MSP), and our Service Team is where our reputation is made. As Director of Service Delivery , youll lead the people who deliver it every day — the Reactive Service Team, the Escalated Service Team, and our Service Coordination Team. Youll 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 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). Were not a startup guessing our way through, weve spent 20 years building something that works, and were just getting started. 5000 — Fastest Growing Private Companies in America MSP 501 — ranked among the top managed service providers worldwide 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. Were 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. Youll report directly to the COO and help shape how service delivery scales across the company. Lead and develop the Service Team — direct day-to-day management of the Reactive, Escalated, and Service Coordination teams, including staffing, ticket life-cycle, and workload balancing by role and skill level. Own escalations end to end — make sure tickets escalate into and within Escalated Service (and to other FusionTek teams) correctly, using our SLA matrix to keep every ticket prioritized right. Drive the metrics that matter — manage the department to target KPIs for resolution time, CSAT, time spent, and more, and report weekly on service trends and Escalated Service metrics to the CEO. Keep the on-call rotation healthy — maintain the On-Call Escalated rotation and coordinate with the Service Desk Manager so coverage is always sufficient. Build and improve the playbook — create, update, and enforce the processes our Service Team runs on, keeping everything documented, audited, and regularly improved. Drive efficiency and protect margins — keep tickets moving and technicians focused, so time is spent where it creates value: ensuring a minimum of 6.5 billable hours logged per 8-hour shift, catching tickets that quietly over-consume time, and preserving both profitability and the client experience. Be the connector — partner with projects team, client account management, and sales so the Service Team and the whole company run smoothly and build client relationships that strengthen FusionTeks reputation for technical excellence. Grow your people — conduct and share Service Team performance reviews through Weekly L10s, Quarterly Conversations, and annual reviews using our defined processes. 5+ years in IT roles , including hands-on technical work in an MSP or service desk environment, with 3+ years in a leadership or supervisory role ~ A solid technical foundation in a stack like ours — Microsoft 365, Azure/Entra ID, Windows Server, networking fundamentals, and Datto BCDR . A calm head under pressure: you manage multiple priorities, resolve conflict fairly, and solve problems before they become fires ~ Microsoft, CompTIA, or similar); High school diploma required; bachelors degree in a related field preferred At FusionTek , we truly believe our people are our most valuable asset. Bonus structure tied to personal and departmental KPIs — up to 4% per quarter plus an additional 5% annually Medical, Dental, and Vision coverage 401(k) plan with 4% company matching and immediate vesting Generous PTO, Paid company holidays, Dedicated Birthday PTO and 2 additional floating holidays for extra flexibility Monthly cell phone stipend to support your connectivity needs
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.