Global IT Support Manager

Where strategy meets stability, and your vision can shape what’s next.

BDA is seeking an experienced Global IT Support Manager to lead BDA’s worldwide support operations across 30+ locations in AMER,APAC, and EMEA. This role is responsible for delivering a high-performing, modern, and resilient help desk experience that enables employees to work efficiently—anytime and anywhere. This leader drives zero-touch support capabilities, automation, AI-enabled troubleshooting, and modern technology asset management. They ensure consistent service delivery across all regions, elevate the global employee technology experience, and build a scalable, proactive support organization aligned with BDA’s IT Operations &Infrastructure strategy.

Location Requirement

This role is on-site at the Woodinville, WA location.

Roles and Responsibilities

• Dynamic, leader and manage Global IT Support teams across AMER, APAC, and EMEA, ensuring consistent and high-quality service delivery.
• Maintain a follow-the-sun global model to provide 24/7/365 support coverage – Service Operation Center (SOC).
• Establish support standards, SLAs, escalation paths, and operational processes for all global locations.
• Implement and champion zero-touch help desk workflows, including automated provisioning, AI chatbots, predictive resolution, and self-healing capabilities.
• Oversee modern IT asset lifecycle management, including deployment, tracking, audits, forecasting, refresh cycles, and automated provisioning.
• Act as the senior escalation point for high-impact incidents, complex troubleshooting, and VIP/Executive support.
• Drive adoption of AI-enabled tools, automation frameworks, and new digital workplace technologies.
• Collaborate closely with IT Operations, Infrastructure, Security, and regional business units to align support with organizational needs.
• Gather feedback from global employees to continuously improve experience, reduce friction, and simplify workflows.
• Monitor global system and support health through analytics, reporting, and insights to identify recurring issues and improvement opportunities.
• Ensure adherence to Change Management processes, including documentation, validation, and communication.
• Maintain clear, proactive communication with stakeholders regarding priorities, status, and incident resolution.
• Support global rollout of new technologies, upgrades, and process improvements.
• Perform additional duties as needed, including occasional after-hours or weekend work to support global operations.

Required Skills and Experience

• 6+ years of IT Support experience in a global or enterprise environment.
• 3+ years leading or supervising IT Support teams, preferably across multiple regions.
• Experience supporting Microsoft 365, Exchange, Azure AD, modern endpoint management, and SaaS ecosystems.
• Hands-on experience with modern deployment and management platforms (Intune, Autopilot, JAMF, Meraki Systems Manager).
• Proficiency in system and network troubleshooting, permissions, access control, and identity management.
• Experience with global asset management, inventories, refresh programs, and automated provisioning.
• Ability to analyze system health, performance trends, support metrics, and ticket insights.
• Experience applying OS and firmware updates, automated patching, and security-compliant maintenance.
• Strong familiarity with ITSM tools, ticketing workflows, knowledge base management, and SLA governance.
• Experience introducing automation, AI-driven tools, or digital workplace improvements (preferred).
• ITIL certification or Microsoft certifications (preferred) 

Job Skills & Traits

• Strong leadership skills with experience managing distributed, multicultural teams across multiple regions.
• Exceptional communication and customer-empathy skills, including comfort supporting Executives and VIP users.
• Ability to quickly diagnose and resolve complex technical issues, including in remote environments.
• Self-starter with strong ownership mentality and the ability to drive initiatives to completion.
• Experience balancing project work, automation initiatives, and real-time support escalations.
• Ability to prioritize, multitask, and adapt to rapidly shifting global priorities.
• Demonstrated ability to lead small-to-medium projects involving support operations, automation, and process modernization.
• Proven track record of high first-attempt resolution, strong troubleshooting, and proactive issue prevention.
• Excellent written and verbal communication; able to translate technical topics into clear, business-friendly language.
• Strong interpersonal and collaboration skills, able to work across all levels and geographic regions.
• Calm, confident, and solutions-oriented demeanor in high-pressure or global-impact situations.
• Curiosity and readiness to adopt emerging technologies, including AI-enabled support, automation, predictive analytics, and next-gen workplace tools.

#LI-Hybrid / #LI-AH1

We are pleased to share the base salary range for this position is $110,000 to $130,000. If you are hired at BDA, your compensation will be determined based on factors that may include geographic location, skills, education, and experience. 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. In the spirit of pay transparency, the range listed is the full base salary range for the role and hiring at the top of the range would not be typical, in order to allow for future salary growth. 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; medical, dental, vision, life, and AD&D insurance, 401k; 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.