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

Location Requirement: This role is 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.

Role Overview:

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.

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.  

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. 

Job Skills and Traits 

• 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 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. 

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: 
  • 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.

• ITIL and Microsoft certifications preferred. 

Why 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.

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We are pleased to share the base salary range for this position is $110,000 to $130,000. If you are hired at BDA, your compensation will be determined based on factors that may include geographic location, skills, education, and experience. In addition to these factors, we believe in the importance of pay equity and consider internal equity of our current team members as a part of any offer. In the spirit of pay transparency, the range listed is the full base salary range for the role and hiring at the top of the range would not be typical, in order to allow for future salary growth. The range listed is just one component of BDA's total compensation and rewards programs, which includes: robust PTO; vacation, a paid volunteer day, holidays and summer Fridays, Benefits; medical, dental, vision, life, and AD&D insurance, 401k; tuition reimbursement, mental health and financial wellness programs and professional development opportunities including tuition reimbursement. Certain revenue-generating positions may be eligible for incentive compensation.