Global IT Support Manager Woodinville, Washington, United States

Most companies claim to have the best people. We say to them, "Keep dreaming." Our people are second to none. They set us apart with their entrepreneurial spirit and ambition. They come to us from the likes of Amazon, Microsoft, Nordstrom, Starbucks and the sports world, bringing energy, bold ideas and a willingness to dive into the unfamiliar. It's our people that make BDA the top global Merchandise Agency to work for.Global IT Support Manager – IT Operations & InfrastructureGlobal Support Leadership | Zero-Touch Operations | AI-Driven Experience | Digital Workplace ArchitectureBDA is seeking an experienced Global IT Support Manager to lead BDA's worldwide support operations. The Global IT Support Manager leads BDA's employee support organization across 30+ locations in AMER, APAC, and EMEA. This leader is accountable for designing and operating a high-performance, resilient, and modern digital workplace support ecosystem that enables employees to work securely and efficiently—anytime, anywhere.This role is not only operationally accountable but strategically responsible for architecting a scalable, AI-enabled, zero-touch support model. The leader drives automation, predictive resolution, modern asset lifecycle management, and executive-level service excellence while aligning support strategy with BDA's broader IT Operations & Infrastructure roadmap.Location RequirementThis role is on-site at the Woodinville, WA location.Roles and ResponsibilitiesLead and develop distributed IT Support teams across AMER, APAC, and EMEA.Operate a follow-the-sun 24/7/365 global support model (Service Operations Center).Establish and enforce global support standards, SLAs, KPIs, and escalation frameworks.Act as senior escalation authority for high-impact incidents and Executive/VIP support.Zero-Touch & AI-Enabled OperationsArchitect and implement zero-touch help desk workflows, including automated provisioning, self-service portals, AI chatbots, predictive remediation, and self-healing endpoints.Drive measurable reduction in manual ticket handling through automation and intelligent workflows.Champion adoption of AI-enabled troubleshooting and analytics-driven support models.Serve as architectural leader for Microsoft ecosystem including Microsoft 365, Entra ID (Azure AD), Active Directory, endpoint management, and SaaS environments.Partner with Infrastructure and Security to design scalable identity, access, and endpoint governance frameworks.Align support tooling (e.g., Jira Service Management, ITSM platforms) with enterprise standards and automation strategies.Modern Asset Lifecycle ManagementOversee global IT asset lifecycle strategy: procurement alignment, deployment, tracking, refresh cycles, compliance, forecasting, and automated provisioning.Implement standardized asset governance across all regions with cost optimization and lifecycle visibility.Operational Governance & Continuous ImprovementMonitor global support health through metrics, dashboards, trend analysis, and root cause insights.Drive continuous improvement initiatives that enhance employee experience, increase first-contact resolution, and reduce repeat incidents.Ensure strict adherence to change management, documentation standards, and security compliance.Cross-Functional PartnershipCollaborate with IT Operations, Infrastructure, Security, HR (Workday), and regional business leaders to align support with evolving organizational needs.Maintain proactive executive-level communication on service performance, risks, and improvement initiatives.Support global rollout of new technologies, acquisitions, and operational expansions.Job Skills and TraitsVisionary leader with experience building modern, scalable global support organizations.Exceptional executive communication skills with confidence supporting C-suite stakeholders.IT leader with exceptional problem-solving and troubleshooting expertise, providing strategic guidance, technical know-how, and hands-on leadership to the IT Support team.Strong architectural understanding of Microsoft 365, Entra ID, Active Directory, identity management, and endpoint ecosystems.Jira and ITSM platform expertise with ability to optimize workflows and automation.Strategic thinker who balances operational excellence with long-term architecture vision.Data-driven decision maker with strong analytics and performance management capability.Calm, decisive leader in high-pressure, global-impact situations.High ownership mentality with ability to execute and transform simultaneously.Qualifications6+ years IT Support experience in global or enterprise environments.3+ years leading distributed IT Support teams across multiple regions.Workday integration and workflow optimization of IT and HR systems.Experience designing automation frameworks, AI-enabled support tools, or zero-touch environments.Strong background in asset lifecycle governance and capacity planning with Atlassian Jira.ITIL and Microsoft certifications preferred.We are pleased to share the base salary range for this position is $110,000 to $130,000. In addition to these factors, we believe in the importance of pay equity and consider internal equity of our current team members as a part of any offer. The range listed is just one component of BDA's total compensation and rewards programs, which includes robust PTO; vacation, a paid volunteer day, holidays and summer Fridays; benefits such as medical, dental, vision, life, and AD&D insurance, 401(k); tuition reimbursement; mental health and financial wellness programs; and professional development opportunities including tuition reimbursement. Certain revenue-generating positions may be eligible for incentive compensation.BDA is more than a workplace – it's a family. For more than four decades we've promoted a vibrant and welcoming culture that not only accepts but demands you to be different. The quirky, the bold, the creative and the unique make up the foundation of a company that the most iconic brands in the world look to help tell their story through the power of merchandise.J-18808-Ljbffr