Global IT Support Manager — AI-Driven, Zero-Touch Ops

BDA, LLC; Seattle (WA); Hybrid; USD 110,000 - 130,000; Full time

Benefits offered by this job

Robust PTO

Volunteer day

Summer Fridays

401k & Benefits

Job summary

BDA is seeking a Global IT Support Manager to lead worldwide support operations across 30+ locations. This role drives a scalable digital workplace and AI-enabled, zero-touch support to keep employees productive anywhere.

The position requires executive communication, global governance of SLAs, and collaboration with IT Operations, Security, HR, and regional leaders. You will propel automation, asset lifecycle management and continuous improvement.

Qualifications

• 6+ years IT Support experience with global/enterprise exposure.
• Experience leading distributed IT Support teams across regions.
• Advanced Microsoft 365 and Entra ID/Active Directory expertise.
• Workday integration and IT/HR workflow optimization.
• Jira Service Management / ITSM expertise with automation.
• 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.
• Establish 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 automation to reduce manual ticket handling and increase efficiency.
• Champion adoption of AI-enabled troubleshooting and analytics-driven support models.
• 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.

Skills

IT leadership

Executive communication

Analytics

Ownership mindset

Global support

ITIL

Tools

Jira Service Management

ITSM platforms

Microsoft 365

Entra ID / Azure AD

Active Directory

Intune

JAMF

Atlassian Jira

Job description

BDA is seeking a Global IT Support Manager to lead worldwide support operations across 30+ locations. This role drives a scalable digital workplace and AI-enabled, zero-touch support to keep employees productive anywhere.

The position requires executive communication, global governance of SLAs, and collaboration with IT Operations, Security, HR, and regional leaders. You will propel automation, asset lifecycle management and continuous improvement.