Global IT Support Manager Woodinville, Washington, United States

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 schedule: 4 days onsite, with one flex day at home, plus 10 flex days a year and four weeks of flex remote-time.

About the role

BDA 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Qualifications

• 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 including 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.
• Professional development opportunities.

Pay

The base salary range for this position is $110,000 to $130,000 with a 15% yearly bonus. Compensation is determined based on geographic location, skills, education, and experience, with consideration for pay equity and internal equity. Certain revenue-generating positions may be eligible for incentive compensation.