Global IT Support Manager

Roles And Responsibilities

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Global IT Support Manager – IT Operations & Infrastructure

Global Support Leadership | Zero-Touch Operations | AI-Driven Experience | Digital Workplace Architecture

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.

Location Requirement

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



Roles And 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.

• 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  (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.

• 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, and hands-on leadership to the IT Support team.
• Strong architectural understanding of…