Support Center Supervisor

Leapfrog Services, Inc.•Brookhaven, GA

just now•$70,000 - $80,000•Hybrid

About The Position

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.

Requirements

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.

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 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.