Access Services Manager

Colorado State University•Fort Collins, CO

About The Position

The Access Services Manager supervises student employees and oversees operations at a busy public service point in Morgan Library, the second-busiest building on the CSU-Fort Collins campus. The position provides high-level customer service and support, manages circulation operations, and uses library systems and data to continually improve operations. The manager collaborates with library staff to improve user experiences, support building operations and safety, and foster a welcoming, engaging, and inclusive environment. The manager supervises approximately 25 student employees who staff the public service point during all open hours (111–120 hours per week). Responsibilities include recruiting, hiring, training, scheduling, mentoring, onboarding, professional development, and performance evaluation. The manager also supports risk management through staff training on de-escalation, coordination with CSUPD and other campus agencies, facilities safety, and reporting. The role manages circulation of physical materials and technology, addresses escalated customer service issues, evaluates library services using knowledge of the Integrated Library System and best practices, and analyzes data to identify improvements. The manager collaborates with Access Services colleagues on operational evaluation, guidelines, training materials, and service improvements, and participates in professional development, library task forces, and advisory groups.

Requirements

Bachelor’s degree in any area, or a high school diploma or GED plus five years of related work experience, including two years in a supervisory role, in lieu of the degree.
At least two years of supervisory experience.
Excellent communication and interpersonal skills.
Ability to resolve complex customer inquiries and de-escalate sensitive customer service issues with diplomacy, empathy, and sound judgment.
Demonstrated ability to model an inclusive, welcoming environment while training, mentoring, and empowering staff to apply policies consistently, equitably, and with a user-focused mindset.
Proficiency in Microsoft Office tools, including Word, Excel, Outlook, and Teams.

Nice To Haves

Experience supervising student employees in an academic setting.

Responsibilities

Supervise approximately 25 student employees staffing Morgan Library’s public service point during all open hours.
Recruit, hire, train, schedule, mentor, onboard, and support student employees; facilitate their professional development and conduct evaluations.
Work with HR to address employee performance issues.
Ensure staff are trained in de-escalation of user incidents, coordination with CSUPD and other campus agencies, facilities safety, and reporting.
Manage library circulation operations involving physical materials and technology.
Resolve customer service issues that require higher-level review.
Use knowledge of the Integrated Library System (ILS) and best practices to evaluate and improve library services.
Analyze data to identify potential operational improvements.
Collaborate with Access Services colleagues to evaluate operations, develop guidelines and training materials, and implement improvements.
Participate in library task forces and advisory groups and pursue relevant professional development.
Support student success, access to resources and spaces, and a safe, welcoming environment for library users.