IT Service Desk Supervisor | Hybrid

Leapfrog Services, Inc.; Atlanta (GA); Hybrid; USD 70,000 - 80,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

HSA

401(k)

Life Insurance

Paid Time Off

Holidays

Telemedicine

Milestone rewards

Job summary

Leapfrog Services, Inc. in Atlanta, GA, is seeking a Support Center Supervisor to lead our IT service desk in a MSP environment. This full-time role is hybrid—in-office Tue–Thu with remote Mon and Fri—reporting to the Service Delivery Manager.

You’ll coach analysts, coordinate workloads, guide escalations, and ensure timely resolutions while maintaining client communication and a strong service ethos.

Qualifications

• 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.
• Clear written and verbal communication, including listening effectively and explaining technical issues to non-technical users.
• Strong customer service and relationship management skills.
• Accurate documentation habits and attention to detail.

Responsibilities

• 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 SLAs.
• Keep clients informed about ticket status, support processes, and next steps.

Skills

Leadership

Coaching

Tech troubleshooting

Communication

Customer service

Documentation

Job description

Leapfrog Services, Inc. in Atlanta, GA, is seeking a Support Center Supervisor to lead our IT service desk in a MSP environment. This full-time role is hybrid—in-office Tue–Thu with remote Mon and Fri—reporting to the Service Delivery Manager.

You’ll coach analysts, coordinate workloads, guide escalations, and ensure timely resolutions while maintaining client communication and a strong service ethos.