AI Support Manager

Arthur J. Gallagher · Colombo

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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.

At Gallagher, we’re looking for an AI Support Manager to lead the support experience for our AI Technology team. This role is all about ensuring our AI systems and solutions run smoothly once they’re in production. You’ll work closely with engineers, developers, and stakeholders to keep everything on track, resolve issues, and improve processes. Reporting to the Director of AI Technology, you’ll be at the heart of our efforts to deliver reliable, innovative AI solutions.

In this role, you’ll take ownership of the support process for our AI systems. You’ll manage incoming tickets and emails, prioritising issues based on their impact and ensuring they’re routed to the right team. You’ll also monitor system health, flagging potential problems before they escalate.

When issues arise, you’ll lead the response, escalating to developers when needed and keeping everyone informed throughout. You’ll create clear reports and dashboards to track trends and share insights with stakeholders.

You’ll also manage and develop a team of support engineers, helping them grow their skills and resolve more issues independently. By maintaining documentation and analysing trends, you’ll drive continuous improvement and ensure our processes meet compliance standards.

Here’s what you’ll bring to the role:

• 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.

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

In this role, you’ll take ownership of the support process for our AI systems. You’ll manage incoming tickets and emails, prioritising issues based on their impact and ensuring they’re routed to the right team. You’ll also monitor system health, flagging potential problems before they escalate.

When issues arise, you’ll lead the response, escalating to developers when needed and keeping everyone informed throughout. You’ll create clear reports and dashboards to track trends and share insights with stakeholders.

You’ll also manage and develop a team of support engineers, helping them grow their skills and resolve more issues independently. By maintaining documentation and analysing trends, you’ll drive continuous improvement and ensure our processes meet compliance standards.

Here’s what you’ll bring to the role:

• 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.

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

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