---
title: 'Global IT Support Manager at BDA'
canonical: 'https://feeny.ai/job/global-it-support-manager-bda-woodinville-washington-g6fwvwcc8wk4'
type: 'job'
last_seen: '2026-09-12'
---

# Global IT Support Manager at BDA

- **Company:** BDA
- **Location:** Woodinville Washington, United States
- **Posted:** 2026-01-14
- **Last confirmed live:** 2026-09-12
- **Apply:** https://job-boards.greenhouse.io/bdainc/jobs/5005244007

## Job description

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.

​​Global IT Support Manager – IT Operations & Infrastructure

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

Location Requirement: This role is hybrid, 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.

- Our Hybrid onsite schedule: 4 days onsite, with one flex day at home. Also we offer 10 flex days a year, as well as four weeks of flex remote-time.

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.

#LI-Onsite

## #LI-AH1

We are pleased to share the base salary range for this position is $110,000 to $130,000 with a 15% yearly bonus. 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. BDA is more than a workplace - it’s a family. For more than four decades we’ve promoted a vibrant and welcoming culture that not only accepts but demands you to be different. The quirky, the bold, the creative and the unique make up the foundation of a company that the most iconic brands in the world look to help tell their story through the power of merchandise.

BDA Inc. is an Equal Opportunity Employer. We are committed to creating an inclusive workplace and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by federal, state, or local law. https://kraken-bdainc.icims.com/jobs/introConnect With Us! Not ready to apply? [Connect with us](https://international-bdainc.icims.com/connect?back=intro&hashed=-435620418) for general consideration.

For more information:

[www.bdainc.com](https://www.bdainc.com)

For information about BDA's privacy policy for job applicants click [here](https://www.bdainc.com/privacypolicy).

Must be 18 years or older to apply.

## About BDA

## Company Overview
- **One-liner**: BDA (Bensussen Deutsch & Associates) is a global Merchandise Agency™ that creates branded merchandise, promotional products, and gifting experiences for Fortune 1000 enterprises and iconic sports/entertainment properties.
- **Entity Type**: Private (Privately Held; received $75M in Private Equity funding in 2014)
- **Headquarters**: Woodinville, Washington, United States
- **Founded**: 1984
- **Founders**: Jay Deutsch and Barry Deutsch

## Core Business
- **Primary industry**: Advertising Services / Branded Merchandise / Promotional Products
- **Target customers**: B2B, Enterprise (Fortune 1000), Sports & Entertainment properties
- **Mission or purpose statement**: To elevate brands with custom merchandise that engages, inspires, and creates lasting connections.

## Products & Services
- **Merchandise Agency™ Services**: Full-service strategy, design, sourcing, and distribution of branded merchandise and promotional products for enterprise clients.
- **BDA Self-Service (SwagUp)**: An easy, flexible self-service solution for companies to order branded merchandise on their own terms.
- **Premium Gifting**: High-end, curated gifting programs for employee engagement, client appreciation, and event activations.
- **Fulfillment & Logistics**: End-to-end global fulfillment, warehousing, and distribution services across 75+ countries.
- **E-Commerce & Digital Storefronts**: Custom online stores for employee swag, event merchandise, and retail.

## Market Standing
- **Valuation/Market Cap**: Not disclosed (privately held)
- **Key Metric**: Annual Revenue of **$512.2M** (latest estimate) [linkedin.com](https://www.linkedin.com/company/bdainc)
- **Total Funding**: $75M (Private Equity round led by American Capital in 2014) [linkedin.com](https://www.linkedin.com/company/bdainc)
- **Notable Investors/Partners**: American Capital (lead investor in 2014 PE round). Clients include Caterpillar, and other Fortune 1000 brands across automotive, sports, technology, and entertainment.
- **Growth Signals**: Revenue of $512M; 621 employees (+8.4% YoY); operates in 23 countries; acquired SwagUp in Dec 2024; 37 active job postings (+164.3% YoY).

## Competitive Advantages
- **Scale & Independence**: The largest independently owned branded merchandise agency, offering global reach (75+ countries) with the agility of a private company.
- **The Merchandise Agency™ Model**: A differentiated, high-value approach that blends creative strategy, sourcing, and logistics under one roof, moving beyond simple promotional product distribution.
- **Iconic Client Roster**: Deep relationships with Fortune 1000 and major sports/entertainment properties provide a strong moat and recurring revenue.
- **Proprietary Technology**: Self-service platform (SwagUp) and custom e-commerce storefronts create a sticky, scalable digital layer on top of physical merchandise.

## Strategic Focus
- **Growth via Acquisition**: Actively acquiring complementary agencies (SwagUp in 2024, Idea Planet in 2022) to expand capabilities and market share.
- **Digital Transformation**: Investing in self-service platforms and e-commerce technology to scale beyond traditional agency services.
- **Global Expansion**: Deepening fulfillment and operational footprint across 23 countries to serve multinational clients.
- **Talent Development**: Heavy investment in learning (37,500+ hours/year) and internal promotion (average time to promotion is 1.5 years) to build a performance-driven culture.

## Why Work Here
- **Culture & Values**: Describes itself as a "family" with a "work hard, play hard" ethos. Core values include "Total Client Affinity & Advocacy," "Entrepreneurial Spirit," and "Love Fuels Our Team and Family." [bdainc.com](https://www.bdainc.com/careers/)
- **Diversity & Inclusion**: 73% of leadership roles are held by women; 42% of the team are from underrepresented groups. [bdainc.com](https://www.bdainc.com/careers/)
- **Career Growth**: Average time to promotion is 1.5 years. The team logs over 37,500 hours of learning per year, with professional development reimbursement offered. [bdainc.com](https://www.bdainc.com/careers/)
- **Work Environment**: Described as a "family" culture with a "work hard, play hard" ethos. Offers paid volunteer days (12,000+ hours of community service annually). [bdainc.com](https://www.bdainc.com/careers/)
- **Remote/Hybrid/Office**: Likely hybrid/office-based given the fulfillment and client-service nature. Headquarters in Woodinville, WA, with major hubs in Plainfield, IN, Chicago, IL, and Dallas, TX.
- **Benefits**: Medical, Dental, Vision, 401(K), Life/AD&D, FSA, EAP, Short/Long-Term Disability, Mental Wellness, Child/Eldercare Network, Pet Insurance, Discounted Home/Auto Insurance. [bdainc.com](https://www.bdainc.com/careers/)
- **Notable Perks**: Paid volunteer days, strong internal promotion track record, and a "family" culture.

## Sources
1. [bdainc.com - Careers Page](https://www.bdainc.com/careers/)
2. [bdainc.com - Homepage](https://www.bdainc.com/)
3. [linkedin.com - BDA Company Profile](https://www.linkedin.com/company/bdainc)
4. [greenhouse.io - BDA Job Board](https://job-boards.greenhouse.io/bdainc)
5. [bdainc.com - Leadership Page](https://www.bdainc.com/about-us/history-leadership/)

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