Job Description

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.

Compensation details: 70000-80000 Yearly Salary

PI81c69af308ae-38059-41559619

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