Director of Service Delivery (MSP)

Location: Hybrid, with at least two in-office days per week in Federal Way, Issaquah, or Bellingham, Washington; must reside in the greater Seattle area.

Salary: $120,000–$150,000 per year, plus performance bonuses.

Company

hirify.global is a managed services provider with 20 years of experience delivering IT services and investing in AI-powered tooling for technical teams.

What you will do

• Lead the Reactive Service, Escalated Service, and Service Coordination teams, including staffing, workload balancing, and ticket lifecycle management.
• Own ticket escalations and ensure prioritization follows the service-level agreement matrix.
• Manage resolution time, CSAT, time-spent, and other service KPIs, reporting service trends and escalation metrics to senior leadership.
• Maintain the on-call escalation rotation and coordinate coverage with the Service Desk Manager.
• Create, document, audit, and continuously improve service delivery processes and playbooks.
• Partner with projects, client account management, and sales while developing team performance and protecting service margins.

Requirements

• 5+ years of IT experience, including hands-on work in an MSP or service desk environment.
• 3+ years of leadership or supervisory experience.
• Hands-on experience with Autotask or a similar PSA, with the ability to monitor ticket loads and progress.
• Technical foundation in Microsoft 365, Azure/Entra ID, Windows Server, networking fundamentals, and Datto BCDR or comparable technologies.
• Clear written and verbal communication, calm decision-making under pressure, conflict-resolution skills, and a team-first mindset.
• Valid driver’s license, reliable insured vehicle, and residence in the greater Seattle area required. High school diploma required; a related bachelor’s degree and industry certifications are preferred.

Nice to have

• Microsoft, CompTIA, or comparable industry certifications.
• Bachelor’s degree in a related field.

Culture & Benefits

• AI modernization initiatives and investment in tools that reduce repetitive technical work.
• Medical, dental, and vision coverage.
• 401(k) plan with 4% company matching and immediate vesting.
• Generous PTO, paid company holidays, birthday PTO, and two floating holidays.
• Quarterly and annual performance bonuses, monthly cell phone stipend, and team events.

Hiring process

• Additional certification requirements are agreed upon during the hiring process.