BDA, LLC · 14 hours ago
Global IT Support Manager
Seattle metropolitan area, WA
Full-time
Onsite
Mid, Senior Level
$110K/yr - $130K/yr
6+ years expBDA, LLC is a leading global Merchandise Agency seeking an experienced Global IT Support Manager to oversee its worldwide support operations. This role is responsible for delivering a high-performing help desk experience, driving automation and AI-enabled troubleshooting, and ensuring consistent service delivery across all regions.
AdvertisingBrand MarketingSporting Goods
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
Qualification
Required
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
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
Experience balancing project work, automation initiatives, and real-time support escalations
Ability to prioritize, multitask, and adapt to rapidly shifting global priorities
Demonstrated ability to lead small-to-medium projects involving support operations, automation, and process modernization
Proven track record of high first-attempt resolution, strong troubleshooting, and proactive issue prevention
Excellent written and verbal communication; able to translate technical topics into clear, business-friendly language
Strong interpersonal and collaboration skills, able to work across all levels and geographic regions
Calm, confident, and solutions-oriented demeanor in high-pressure or global-impact situations
Curiosity and readiness to adopt emerging technologies, including AI-enabled support, automation, predictive analytics, and next-gen workplace tools
Preferred
Experience introducing automation, AI-driven tools, or digital workplace improvements
ITIL certification or Microsoft certifications
Benefits
Robust PTO
Vacation
A paid volunteer day
Holidays
Summer Fridays
Medical
Dental
Vision
Life, and AD&D insurance
401k
Tuition reimbursement
Mental health and financial wellness programs
Professional development opportunities including tuition reimbursement
Company
BDA, LLC
Bensussen Deutsch & Associates, LLC (BDA) is a global Merchandise Agency™ providing customized marketing, branded merchandise, e-commerce, and fulfillment solutions for iconic sports organizations, entertainment properties and Fortune 1000 enterprises.
1001-5000 employees
H1B Sponsorship
BDA, LLC has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2022 (1)
2021 (3)
Funding
Current Stage
Late StageTotal Funding
$75MKey Investors
American Capital
2016-08-03Debt Financing
2014-09-26Private Equity· $75M
Leadership Team
Jay Deutsch
CEO and Co-founder
Anouk Pape
Divisional Vice President of Marketing and Creative Services
Recent News
citybiz
2025-09-06
Company data provided by crunchbase