Artificial Intelligence Support Manager

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Provide leadership and operational oversight to Level 1 support personnel and augmented staff managing the AI-enablement inbox and frontline inquiries regarding "how do I" scenarios.

• Take ownership of triage and routing protocols across AI tools, differentiating between tool issues, connector problems, and legitimate product concerns.

• Develop, sustain, and continually enhance the self-service knowledge base by analyzing actual ticket trends.

• Determine the appropriate direction for customer inquiries and oversee transitions to Level 3 Tech and Level 3 AI Studio/CoE resources.

• Initiate and monitor support tickets using Jira/Confluence.

• Track volume, resolution times, and escalation trends to pinpoint recurring challenges.

• Collaborate with AI Studio to create and troubleshoot no-code support agents.

• Observe Viva Engage and Teams community channels for emerging support topics and areas of friction.

• Work alongside the AI Platform/Tool Owner to address escalations related to licenses and connectors.

• Collaborate with the AI Fluency Manager to identify and address ongoing training deficiencies.

• Contribute to the continuous design and refinement of the L1/L2/L3 support framework as tool usage and license quantities increase.

⛳️ Requirements

• 4-6 years of experience in technical support management, IT service management, or helpdesk leadership, preferably on an enterprise scale.

• Proven track record in managing or providing operational guidance to a support team, including augmented staff or offshore resources.

• Familiarity with enterprise productivity and AI tools (such as Microsoft Copilot, Google Gemini, or similar platforms).

• Experience in building or maintaining a knowledge base and ticketing systems (like Jira, Confluence, or similar tools).

• Strong skills in triaging and prioritizing tasks; capable of making decisions amid uncertainty.

• Proficient in developing or troubleshooting basic no-code/low-code support tools 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