Support Center Supervisor

• Full-time

Nine Star 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.

- 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 Nine Star 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.

- We offer a variety of wellness programs with paid incentives as well as on‑site fitness centers available at each office location.

Nine Star Connect is seeking a highly motivated and experienced Technical Support Center Supervisor toead 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.

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

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

Handle escalated customer concerns with professionalism and care

Monitor calls and interactions for quality assurance

Ensure consistent, high‑quality service across all channels

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

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

Nine Star 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.