Artificial Intelligence (AI) Support Manager

FERGUSON

2d•$98,800 - $158,100•Remote

About The Position

The AI Support Manager owns Ferguson's Level 2 AI tool support function — the router, orchestrator, and knowledge curator that sits between frontline Level 1 support and deeper Level 3 technical (Tech) and AI Studio (CoE) resources. This role will provide guidance and operational direction to Level 1 staff, including staff-augmented resources, and builds the self-service knowledge infrastructure that keeps AI tool support scalable as usage grows from roughly ~1,200 users today toward 20,000+ across Copilot, Ferguson Assist (Gemini), and Claude.

Requirements

4-6 years in technical support management, IT service management, or helpdesk leadership, ideally at enterprise scale.
Experience managing/providing operational direction to a support team, including staff-augmented or offshore resources.
Familiarity with enterprise productivity/AI tools (Microsoft Copilot, Google Gemini, or similar).
Experience building or maintaining a knowledge base and ticketing workflows (Jira, Confluence, or similar).
Strong triage and prioritization skills; comfortable making judgment calls under ambiguity.
Ability to build or troubleshoot simple no-code/low-code support tooling or agents.

Nice To Haves

Experience with AI/ML tool support specifically.
Prior experience scaling a support function through rapid user growth.
Familiarity with AI governance or responsible AI practices.

Responsibilities

Provide guidance and operational direction to Level 1 support staff and staff-augmented resources handling the AI-enablement inbox and frontline "how do I" questions.
Own triage and routing logic across AI tools — determining whether an issue is a tool issue, a connector issue, or a genuine product problem, and directing it accordingly.
Build, maintain, and continuously improve the self-service knowledge base, capturing not just resolution steps but what didn't work, based on real ticket patterns.
Decide where customer concerns go and manage handoffs to Level 3 Tech and Level 3 AI Studio/CoE resources.
Open and supervise support tickets using Jira/Confluence, and monitor volume, resolution time, and escalation patterns to identify recurring issues.
Act as "customer zero" for self-service support agents — build and troubleshoot no-code support agents in partnership with AI Studio, using that hands-on experience to guide Level 1 staff.
Monitor Viva Engage and Teams community channels for emerging support themes and friction points.
Partner with the AI Platform/Tool Owner on license- and connector-related support escalations, and with the AI Fluency Manager on recurring training gaps surfaced through support volume.
Support the ongoing design and refinement of the L1/L2/L3 support model as tool volume and license counts scale.