Access Services Manager

County of Mecklenburg, NC•Charlotte, IA

2d•$54,362 - $67,952•Onsite

About The Position

The Access Services Manager is a key member of Charlotte Mecklenburg Library’s Main Library management team. This position leads the Access Services Department in providing a welcoming and inclusive visitor experience, promoting the Library’s collections and services, and overseeing daily operations. The manager works with internal and external stakeholders to advance community-centered service and cultural connectivity. Main Library is the Library’s flagship location in Uptown Charlotte. Its new 115,000-square-foot facility is scheduled to open in Spring 2027 and is intended to serve as a public commons and inclusive, multi-use hub connecting knowledge, culture, creativity, and community resources. The manager directly supervises six full-time and six part-time Library Assistants, oversees staffing and department operations, and serves as a Manager-on-Duty. The role also includes customer service and account support, circulation work, fiscal oversight and cash reconciliation, volunteer support, staff training, and collaboration on systemwide policies and resources. The position has a rotating schedule that includes one to two evenings per week and regular weekend rotations with full-day Saturday and Sunday shifts. The role is based at Main Library, with a temporary work location at the Library Administration Center.

Requirements

At least one year of library service and administrative experience, including prior supervisory and customer service experience.
High school diploma or equivalent.
Knowledge of staff selection, training, and evaluation.
Ability to set priorities and schedule activities.
Knowledge of maintaining reports and records.
Working knowledge of public library computer hardware and software applications, including online databases, and how staff and patrons use them to locate collection materials.
Digital competency and technology skills, with the ability to demonstrate them to others.
Excellent verbal, grammatical, and written communication skills.
Excellent interpersonal and customer service skills.
Excellent organizational skills and attention to detail.
Excellent time-management skills and attention to detail.
Ability to build strategic partnerships across teams, departments, community groups, and organizations.
Ability to communicate information clearly through varied media and engage audiences.
Ability to assess issues and information, draw conclusions, and choose appropriate actions or solutions based on facts, constraints, and likely consequences.
Ability to establish procedures for collecting and reviewing information needed to manage ongoing activities.
Ability to maintain technical and professional knowledge and keep up with current developments and trends.
Ability to set high performance standards and take responsibility for completing assignments and tasks.
Excellent command of computer applications, including Microsoft Office Suite.
Ability to perform essential functions satisfactorily, with or without reasonable accommodation.

Nice To Haves

Three years of library experience, including team lead or supervisory experience in a public library setting.
Bachelor’s degree.
Proven commitment to strong customer and community service.
Demonstrated project management skills.
Experience developing staff leadership skills and abilities.
Demonstrated leadership in collaborative problem-solving and group decision-making.

Responsibilities

Oversee and supervise the Main Library Access Services Department, including direct supervision of six full-time and six part-time Library Assistants, daily operations, staffing, and alignment with Main Library goals.
Serve as Manager-on-Duty and oversee facility operations, including safety, security, and maintenance, in coordination with County departments and vendors.
Collaborate with Main Library department leaders to develop and support services and programs that respond to the needs of a diverse urban population.
Respond to inquiries and serve as a liaison among customers, library staff, and management; use Polaris Integrated Library Systems software to create and access customer accounts.
Resolve customer complaints and concerns and negotiate and authorize reductions or cancellations of fees or administrative holds on delinquent accounts.
Project staffing needs; plan and delegate work; interview, hire, assign, and evaluate staff; and address personnel issues in accordance with Library HR policies.
Oversee fiscal transactions and record-keeping, including daily cash reconciliation.
Perform circulation activities, including collection maintenance, weeding, shelving, sorting, book-drop retrieval, circulation report preparation, and filling requests and processing holds.
Provide research assistance and help customers access manual and computer-generated information.
Support Main Library volunteers, including docents and specialty roles; assist with training and orientation; and coordinate volunteer schedules with other department leaders.
Participate in meetings, committees, and related groups to communicate information about services, information resources, professional development, and other relevant topics.
Maintain current knowledge and skills by serving on committees and attending meetings, workshops, and conferences.
Collaborate with Access Services Managers across the Library system to update training manuals, policy documents, and other systemwide staff resources.
Support HR and the Assistant Director of Collections and Access in facilitating staff training, including Polaris, customer service and engagement, and new-hire orientation.