NineStar Connect - Support Center Supervisor

Wabash Valley Power Alliance•McCordsville, IN

7d•Hybrid

About The Position

NineStar Connect is seeking a highly motivated and experienced Technical Support Center Supervisor to lead 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.

Requirements

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
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
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

Nice To Haves

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

Responsibilities

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