Access Services Manager

Amherst•Amherst, MA

6d•$69,000 - $72,000•Onsite

About The Position

Amherst College invites applications for the Access Services Manager position. The Access Services Manager is a full-time, year-round position. The salary offered will vary based on a number of factors, including but not limited to relevant education, training, and experience, tenure status, and other nondiscriminatory business considerations. Amherst College is pleased to provide a comprehensive, highly competitive benefits package that meets the needs of staff and faculty and their families. The Access Services Manager provides leadership and management of user services and desk operations at the Robert Frost Library, Keefe Science Library and Morgan Music Library, ensuring excellent customer service to all users. Leads and mentors a team of Access Services staff, fostering a collaborative environment and overseeing their professional growth and daily impact on the user experience. Coordinates the work of Access Services Student Assistants in Frost Library. Participates in developing and implementing department policies, procedures, and services. Participates fully as a member of the Access Services department and serves regularly scheduled hours at the front desk. Maintains a Sunday-Thursday work schedule and serves as Student Supervisor on Duty on those days.

Requirements

Bachelor’s Degree
3 years of work experience in a library, preferably in an academic or research library
1 year of work experience supervising others and providing training
An equivalent combination of education/experience in lieu of the minimum education and related experience
Demonstrated exceptional customer service, including creative problem-solving and a commitment to equitable access
Demonstrated close attention to detail and organizational skills
Proficient computer skills and demonstrated ability to learn and apply new technologies to existing operations
Ability to independently manage multiple priorities and tasks
Ability to work closely and problem-solve with colleagues from all library departments, students, faculty, and staff
Strong verbal and written communication skills
Demonstrated commitment to effectively supporting a broadly diverse and intentionally inclusive community
Successful completion of required reference and background checks
An acceptable criminal offender records information (CORI) check

Nice To Haves

Experience searching research databases
Working with college students

Responsibilities

Manages a team of 3 full-time and 1 part-time employee, including participating in a year-round performance management process
Supervises a team of 20-25 student assistants
Directs the student employment program for Access Services, designing meaningful work opportunities and training that align across all library locations
Coordinates the Student Supervisor on Duty program to ensure coverage across all service points during all operating hours
Develops training and documentation for professional and student staff across areas of responsibility
Oversees and models excellent user service across all service points, ensuring alignment with library values
Serves as the primary advocate for users, resolving sensitive or complex service issues with creative problem-solving and an understanding of library values
Stays current with trends in Access Services
Represents Amherst on the Five College Access Committee
Serves as the last point of accountability for stack maintenance
Fosters mutual support and collaboration among a small team of Access supervisors
Provides responsive and inclusive service during regularly scheduled hours at the Frost Front Desk. Welcomes users, maintains borrower accounts, explains policies, and makes referrals to other library or campus departments as appropriate
Oversees the Library Circulation and Access Supervisors' email accounts, serving as the primary monitor and responder
As one of two exempt positions in the department, shares responsibility for being on-call during library operating hours
Attends regular department, library, division, and collegewide meetings
Creates a professional development plan and participates in service opportunities in consultation with a supervisor
Supervises Front Desk staff, including non-direct reports, with Front Desk responsibilities
Coordinates the desk schedule, ensuring consistent staffing
Ensures accuracy of borrower records
Maintains desk supplies, handouts and signage