NineStar Connect - Support Center Supervisor

Job description

NineStar Connect is seeking a highly motivated and experienced Technical Support Center Supervisor to ead our team of Support Technicians and help deliver exceptional service to our members and customers. This role is ideal for someone who enjoys balancing people leadership, technical support, and operational excellence —all while modeling the values that define who we are. If you’re someone who leads by example, thrives in a fast-paced environment, and is passionate about coaching others and improving the customer experience, we’d love to meet you. What You’ll Do As a Support Center Supervisor, you will play a key role in ensuring smooth daily operations while supporting and developing your team. Leadership & Team Development Lead by example in work ethic, professionalism, and attitude Conduct regular 1:1 coaching sessions and provide ongoing feedback Support employee development, goal setting, and performance improvement Complete mid-year and annual performance reviews Operations & Support Center Oversight Oversee daily Support Center operations, including call, chat, and service order workflows Monitor workload distribution and adjust based on operational needs Review reports and call metrics to ensure quality and efficiency Participate in an on-call rotation and support escalations as needed Customer Experience & Quality Assurance Handle escalated customer concerns with professionalism and care Monitor calls and interactions for quality assurance Ensure consistent, high-quality service across all channels Collaboration & Communication Partner with internal teams and call partners on performance, issues, and needs Support onboarding of new employees and managed call center customers Maintain and improve department documentation and processes The regular schedule for this position is Monday - Friday 2:00 p.m. - 11:00 p.m. and includes on-call rotation and weekend coverage as needed. Knowledge & Technical Skills Telecommunications, helpdesk, or technical support experience preferred Understanding of networking concepts (TCP/IP), internet troubleshooting, and hardware support Familiarity with Microsoft products, ticketing systems, and service orders Leadership & Professional Skills Strong communication and collaboration skills Ability to coach, train, and develop others Effective problem-solving and decision-making abilities Strong organizational skills with the ability to manage multiple priorities What Sets You Apart You lead with integrity and accountability You embrace differences and work well across teams You focus on quality results while balancing competing priorities You help make each day meaningful for your team and customers You are committed to community and the people we serve Education & Experience Associate’s degree in Business Management or related field (or equivalent experience) Minimum of 5 years of management experience Network+ certification, or the ability to acquire it within 6 months, required. Prior experience in telecommunications, helpdesk, or technical support preferred Work Environment & Expectations 24/7 support environment with on-call rotation responsibilities Primarily onsite role with remote flexibility available with manager approval Ability to manage challenging customer interactions and fast-paced workflows NineStar Connect does not discriminate in employment opportunities or practices on the basis of race, color, religion, gender, national origin, age, marital status, sexual preference, disability, or any other characteristic protected by law. NineStar Connect is an innovative community-minded, communications, energy, water, and sewer cooperative. We provide the infrastructure that empowers thoughtful development and improves quality of place in Central Indiana. We believe that no matter where you choose to live or work, you should have access to high quality utility services that allow you an opportunity to thrive. Career Development: - We value employees that have a desire to learn and provide reimbursement funds for continuing education. We’re also committed to in-house training and ongoing development. Company Benefits: - At NineStar Connect we offer a competitive array of benefits that include medical, dental, and vision insurance, 401k matching, paid parental leave, short term disability, long term disability, and life insurance along with profit sharing and various service discounts. Wellness: - We offer a variety of wellness programs with paid incentives as well as on-site fitness centers available at each office location.