AI Support Manager
About the role
The AI Support Manager at Gallagher will lead the support experience for the AI Technology team, ensuring the smooth operation of AI systems and solutions in production. The role involves managing incoming support tickets and emails, prioritizing and routing issues, monitoring system health, and leading incident responses. The manager will also create reports and dashboards, maintain documentation, analyze trends, and ensure compliance with governance standards. Additionally, the position includes managing and developing a team of support engineers, fostering their growth and ability to resolve issues independently. Candidates should have significant experience in technical support or IT operations, with a proven track record in team management and strong organizational, communication, and leadership skills.
Must have
- Experience: 5+ years in technical support, service desk, or IT operations, including 2+ years directly managing a support team or function.
- Problem-solving skills: You’ll be able to triage and prioritise issues effectively, knowing when to escalate.
- Communication skills: You’ll explain technical issues clearly to non-technical stakeholders and provide regular updates.
- Organisation: You’ll manage multiple tickets and priorities without losing track of details.
- Leadership: You’ll coach and develop a team, helping them grow and succeed.
- Technical knowledge: Familiarity with AI concepts (like LLMs and RAG pipelines) and tools like ServiceNow, Jira, and Azure Monitor will be helpful.
- Compliance awareness: You’ll ensure our processes meet governance and audit requirements.
Technologies
- Ai
- Analytics
- Azure
- Jira
- LLM
- RAG
- ServiceNow
Highlights
This position requires working US business hours/US shift, and candidates must be willing and able to work according to the assigned US time zone schedule.
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