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.
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 nontechnical 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
- Professional development support
- 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!
Compensation details: 0 Yearly Salary
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