Support Center Supervisor Job at Leapfrog Services, Inc., Atlanta, GA

  • Leapfrog Services, Inc.
  • Atlanta, GA

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

Job Tags

Full time, Work at office, Remote work

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