Artificial Intelligence (AI) Support Manager

Job Posting:

Since 1953, Ferguson has been a source of quality supplies for a variety of industries. Together We Build Better infrastructure, better homes and better businesses. We exist to make our customers’ complex projects simple, successful, and sustainable. We proactively solve problems, adapt and grow to continuously serve our customers, communities and each other. Ferguson , a Fortune 500 company, is proud to provide best-in-class products, service and capabilities across the following industries: Commercial/Mechanical, Facilities Supply, Fire and Fabrication, HVAC, Industrial, Residential Trade, Residential Building and Remodel, Waterworks and Residential Digital Commerce. Ferguson has approximately 36,000 associates across 1,700 locations. Ferguson is a community of proud associates who operate with the shared purpose of building something meaningful. You will build a career that you are proud of, at a company you can believe in.

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.

Location: This role is approved to be either Remote within the United States or Hybrid for associates in Newport News, VA, in accordance with company policy.
Duties and 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.

Qualifications and 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.

Desired Qualifications:

- 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.

At Ferguson , we care for each othe