Contact Center Supervisor

Atlanta, GA | Full-Time | MonFri, 9 am6 pm
Hybrid: In-office TueThu; 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, youll 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. Youll 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 teams 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. Heres 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. Were 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 youre looking for a role where developing people, solving problems, and delivering great client support matter, this might be the Pond youre looking for!

Compensation details: 70000-80000 Yearly Salary

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