Support Center Supervisor

Atlanta, GA | Full-Time | Mon–Fri, 9 am–6 pm
Hybrid: In-office Tue–Thu; remote Mon & Fri. 

Leapfrog Services is seeking a Support Center Supervisor to lead our IT service desk team of Support Center Analysts in a managed service provider (MSP) environment. Reporting to the Service Delivery Manager, you’ll coach analysts, coordinate daily workloads and escalations, and provide hands-on technical support to multiple clients.

The right person brings strong technical judgment, clear communication, and a consistent approach to accountability. You’ll help the team balance competing priorities while keeping clients informed and support moving toward resolution.

What You'll Do

• Lead and coach Support Center Analysts through onboarding, training, regular feedback, and performance reviews.
• Manage schedules and daily workloads to maintain support coverage and timely service.
• Work alongside analysts to research, troubleshoot, and resolve technical support issues.
• Oversee tickets from intake through resolution, managing escalations and monitoring service-level agreements (SLAs).
• Keep clients informed about ticket status, support processes, and next steps.
• Participate in hiring, lead team meetings, and ensure adherence to company policies and procedures.
• Maintain clear ticket documentation and oversee the team’s knowledge base.
• Monitor team performance, including productivity, utilization, skill development, and customer satisfaction.
• Coordinate change management activities with Client Services and technical teams.
• Identify recurring issues, address root causes, and improve support processes.

What You'll Bring

• Strong leadership and coaching skills, including setting expectations and managing performance.
• Technical troubleshooting, research, and problem-solving skills across a range of IT support issues.
• Sound judgment in prioritizing workloads and managing escalations in a fast-paced environment.
• Clear written and verbal communication, including listening effectively and explaining technical issues to nontechnical users.
• Strong customer service and relationship management skills.
• Accurate documentation habits and attention to detail.
• The ability to learn quickly, adapt to changing needs, and collaborate across teams.

Why Leapfrog? 

We believe strong people deserve strong support. Here’s what you can expect: 

• Competitive salary range of $70,000–$80,000 annually
• Medical, dental, and vision insurance
• HSA plan with company contribution
• 401(k) with company match
• Company-paid life and disability insurance
• Paid time off, paid holidays, and birthday off
• Telemedicine and virtual mental health support available from day one
• Professional development support
• Milestone anniversary rewards and long-term service recognition
• A collaborative, service-focused culture

About Leapfrog Services

Leapfrog Services has delivered managed IT and cybersecurity services since 1998. We’re serious about service, accountability, and doing things the right way — and we believe culture plays a meaningful role in performance.

We value ownership, professionalism, collaboration, and steady improvement. If you’re looking for a role where developing people, solving problems, and delivering great client support matter, this might be the Pond you’re looking for!