Global IT Support Manager

About the Role

BDA is seeking an experienced Global IT Support Manager to lead BDA’s worldwide support operations. 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. The role is strategically responsible for architecting a scalable, AI-enabled, zero-touch support model, driving 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 Requirement: This role is hybrid, on-site, at the Woodinville, WA location. To be considered, you must live within commuting distance, as regular in-person collaboration is a key part of the role. Hybrid onsite schedule: 4 days onsite, with one flex day at home. Also, we offer 10 flex days a year, as well as four weeks of flex remote-time.

Responsibilities

• Global Support Leadership
  • Lead 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 Operations
  • Architect 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.
• Digital Workplace & Architecture
  • 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 Management
  • Oversee 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 Improvement
  • Monitor 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 Partnership
  • Collaborate 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.

Requirements

• 6+ years IT Support experience / 2-3 years in global or enterprise environments.
• Experience leading distributed IT Support teams across multiple regions.
• Advanced expertise in:
  • Microsoft 365 ecosystem including client and endpoint management (Intune, JAMF, Entra ID, Active Directory).
  • Workday integration and workflow optimization of IT and HR systems.
  • Jira Service Management / ITSM platforms, or something relational.
  • 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.

Skills

• Visionary 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.

Benefits

• Robust PTO; vacation, a paid volunteer day, holidays, and summer Fridays.
• Medical, dental, vision, life, and AD&D insurance.
• 401k with company match.
• Tuition reimbursement, mental health and financial wellness programs, and professional development opportunities.

Pay

The base salary range for this position is $110,000 to $130,000 with a 15% yearly bonus. Compensation will be determined based on factors including geographic location, skills, education, and experience. The range listed is the full base salary range for the role.

Schedule

• Hybrid onsite schedule: 4 days onsite, with one flex day at home.
• 10 flex days a year, as well as four weeks of flex remote-time.

About BDA

BDA is a place where creativity, partnership, and customer care come together. For more than 40 years, we have helped some of the world’s most recognized brands create memorable experiences through branded merchandise, gifting, and custom programs. We are proud of the work we do, the relationships we build, and the people behind it all. At BDA, you will find a team that values collaboration, innovation, and a “get it done” mindset — while still making space for creativity, growth, and meaningful impact.

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.