Support Center Supervisor

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

Support Center Supervisor

Leapfrog Services, Inc. Atlanta, Georgia, United States

About this position

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.

Requirements

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 non‑technical 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
• 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!