Global IT Support Manager

BDA•Woodinville, WA

2h•$110,000 - $130,000•Onsite

About The Position

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.

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: 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
Experience designing automation frameworks, AI-enabled support tools, or zero-touch environments.
Strong background in asset lifecycle governance and capacity planning with Atlassian Jira.

Nice To Haves

ITIL and Microsoft certifications preferred.

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.