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 PIfb8566f9c543-25448-415596195c143e31-5e48-4549-b638-05792d185386