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
PI242aa19d3825-38265-41559619
Requirements
- <p><strong>What You'll Bring</strong></p><ul><li>Strong leadership and coaching skills, including setting expectations and managing performance.</li><li>Technical troubleshooting, research, and problem-solving skills across a range of IT support issues.</li><li>Sound judgment in prioritizing workloads and managing escalations in a fast-paced environment.</li><li>Clear written and verbal communication, including listening effectively and explaining technical issues to nontechnical users.</li><li>Strong customer service and relationship management skills.</li><li>Accurate documentation habits and attention to detail.</li><li>The ability to learn quickly, adapt to changing needs, and collaborate across teams.</li></ul><p><br /></p><p><strong>Why Leapfrog? </strong></p><p>We believe strong people deserve strong support. Here’s what you can expect: </p><ul><li>Competitive salary range of $70,000–$80,000 annually</li><li>Medical, dental, and vision insurance</li><li>HSA plan with company contribution</li><li>401(k) with company match</li><li>Company-paid life and disability insurance</li><li>Paid time off, paid holidays, and birthday off</li><li>Telemedicine and virtual mental health support available from day one</li><li>Professional development support</li><li>Milestone anniversary rewards and long-term service recognition</li><li>A collaborative, service-focused culture</li></ul><p><br /></p><p><strong>About Leapfrog Services</strong></p><p>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.</p><p><br /></p><p>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!</p>