Access Services Manager

Colorado State University•Fort Collins, CO

9d•$55,000 - $65,000•Onsite

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; hires, trains, and supports student employees; manages circulation operations; and uses library systems and data to 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 staffing the public service point during all library open hours, which total 111–120 hours per week. The role includes staff recruitment, hiring, training, scheduling, mentoring, onboarding, professional development, performance evaluation, and coordination with HR on performance issues. It also supports risk management through training and coordination related to de-escalation, campus agencies, facilities safety, and reporting.

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.
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.
A track record of modeling 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, and mentor student employees to provide high-quality customer service and user support.
Facilitate employee onboarding and professional development, conduct evaluations, and work with HR to address performance issues.
Support risk management by ensuring staff are trained in de-escalation, coordination with CSUPD and other campus agencies, facilities safety, and reporting.
Manage circulation operations for physical materials and technology, and resolve customer service issues requiring 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.
Identify and pursue relevant professional development opportunities and participate in library task forces and advisory groups.
Support student success, access to resources and spaces, and a safe and welcoming environment for library users.