AI Support Manager

Job description

Introduction At Gallagher, we help clients face risk with confidence because we believe that when businesses are protected, they’re free to grow, lead, and innovate.

You’ll be backed by our digital ecosystem

a client-centric suite of consulting tools making it easier for you to meet your clients where they want to be met. Advanced data and analytics providing a comprehensive overview of the risk landscape is at your fingertips. Here, you’re not just improving clients' risk profiles, you’re building trust. You’ll find a culture grounded in teamwork, guided by integrity, and fueled by a shared commitment to do the right thing.

We value curiosity, celebrate new ideas, and empower you to take ownership of your career while making a meaningful impact for the businesses we serve. If you’re ready to bring your unique perspective to a place where your work truly matters; think of Gallagher.

Overview

We are seeking an experienced AI Support Manager to lead the operational support and maintenance of enterprise AI platforms, applications, and services. This role will be responsible for managing the day-to-day support of AI systems, overseeing ticket triage and resolution processes, and acting as the key liaison between AI Product, AI Engineering, and business stakeholders. The ideal candidate will have over 10 years of IT experience, including experience in application support, incident management, and team leadership.

This individual will ensure the reliability, performance, and continuous improvement of AI-powered solutions while driving excellence in service delivery and customer satisfaction. How you'll make an impact AI Platform & Application Support

• Manage the operational support of AI applications, services, and platforms.
• Ensure system availability, performance, and reliability through proactive monitoring and issue management.
• Lead incident, problem, and service request management activities related to AI solutions.
• Coordinate troubleshooting efforts for complex technical issues and ensure timely resolution.

Ticket Triage & Service Management

• Oversee the intake, prioritization, assignment, and escalation of tickets received from AI Product and AI Engineering teams.
• Establish and maintain SLAs, KPIs, and operational support metrics.
• Monitor support queues and ensure adherence to response and resolution timelines.
• Drive continuous improvement of support processes and workflows. Team Leadership
• Manage and mentor a team of support analysts and engineers.
• Provide coaching, performance management, and career development support.
• Foster a culture of accountability, collaboration, and customer service excellence.
• Coordinate shift coverage and resource planning to meet business requirements. About you

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• 10+ years of experience in IT Application Support, Production Support, or Technical Operations.
• 3+ years of supervisory or people management experience.
• Proven experience managing support teams in a fast-paced environment.
• Strong understanding of incident, problem, and change management processes.
• Experience working with AI/ML-powered applications, intelligent automation platforms, or emerging AI technologies.
• Knowledge of ticketing and service management tools such as ServiceNow, Jira, or similar platforms.
• Strong analytical, troubleshooting, and decision-making abilities.
• Excellent communication and stakeholder management skills.

Preferred Qualifications

• Experience supporting Generative AI, Machine Learning, or enterprise AI solutions.
• ITIL Foundation or higher certification.
• Experience with cloud platforms such as Azure, AWS, or Google Cloud.
• Familiarity with monitoring, observability, and application performance management tools.
• Exposure to DevOps, MLOps, or AI Operations environments.
• Analytical Thinking
• Cross-functional Collaboration This role requires working US business hours/US shift, and candidates must be willing and able to work according to the assigned US time zone schedule. #LI-Hybrid