Artificial Intelligence Support Manager

🔥 16 hours ago

⚔️ Virginia – Remote

⚔️ Virginia – Remote

💵 $8.2k - $13.2k / month

⏰ Full Time

🟡 Mid-level

🟠 Senior

🤖 Artificial Intelligence

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Ferguson

WebsiteLinkedInAll Job Openings

10,000+ employees

🏗️ Construction

🏭 Manufacturing

📦 Logistics

Construction • Manufacturing • Logistics

Ferguson is a leading supplier of plumbing and HVAC products for residential and commercial markets. The company offers a wide range of products including water heaters, plumbing parts, and HVAC systems, as well as various tools and cleaning supplies. Ferguson provides solutions for professionals in the plumbing and HVAC industries, ensuring they have access to the resources and expertise they need for both new construction and remodeling projects.

📋 Description

• 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, distinguishing tool issues, connector issues, and genuine product problems • Build, maintain, and continuously improve the self-service knowledge base 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 • Monitor volume, resolution time, and escalation patterns to identify recurring issues • Build and troubleshoot no-code support agents in partnership with AI Studio • 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 escalations • Partner with the AI Fluency Manager on recurring training gaps • Support the ongoing design and refinement of the L1/L2/L3 support model as tool volume and license counts scale

🎯 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

🏖️ Benefits

• Health insurance • Dental insurance • Vision insurance • Paid time off • Life insurance • 401(k) with a company match • Mental health coverage • Gender affirming benefits • Family building benefits • Paid parental leave • Associate discounts • Community involvement opportunities • Bonus or Incentive Plan eligibility