Global IT Support Manager

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.

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.