Director of Service Delivery - Tampa (MSP)

Location: Hybrid schedule with at least two in-office days per week in Tampa, Florida; must reside in the Tampa area.

Salary: $120,000–$150,000/year, plus bonus potential of up to 4% per quarter and an additional 5% annually.

Company

hirify.global is a managed services provider with 20 years of experience, recognized among leading MSPs and investing in AI-powered tooling for service operations.

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 apply the SLA matrix to maintain correct prioritization across multiple client accounts.
• Manage resolution time, CSAT, time-spent, and other KPIs; report weekly service trends and Escalated Service metrics to the CEO.
• Maintain a healthy on-call escalation rotation and coordinate coverage with the Service Desk Manager.
• Create, document, audit, and continuously improve the Service Team playbook and operating processes.
• Improve efficiency and margins while partnering with projects, account management, and sales teams and developing service staff.

Requirements

• 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.
• Hands-on experience with Autotask or a similar PSA; hirify.global uses Autotask and MSPbots to monitor ticket loads and progress.
• Comparable hands-on technical knowledge of Microsoft 365, Azure/Entra ID, Windows Server, networking fundamentals, and Datto BCDR; exact technologies are not required.
• Exceptional written and verbal communication with technicians, clients, and executives.
• Ability to manage multiple priorities, resolve conflict fairly, remain calm under pressure, and identify problems early.
• Team-first, self-motivated, curious, and receptive to feedback.
• Valid driver’s license and a reliable, insured vehicle.
• High school diploma required; a related bachelor’s degree is preferred.

Nice to have

• Industry certifications such as Microsoft, CompTIA, or similar; additional certification requirements will be agreed during the hiring process.

Culture & Benefits

• Medical, dental, and vision coverage.
• 401(k) plan with 4% company matching and immediate vesting.
• Generous PTO, paid company holidays, dedicated birthday PTO, and two additional floating holidays.
• Monthly cell phone stipend.
• Team luncheons, employee events, community involvement, and a collaborative team culture.
• AI modernization initiatives and tools designed to reduce repetitive work and improve client experience.