Common Services Supervisor, University Libraries

Penn State University • University Park, IL

2d • Onsite

About The Position

The University Libraries is seeking a Common Services Supervisor to lead frontline staff in delivering high-quality customer service at Penn State’s Pattee Library and Paterno Library. Reporting to the Manager of Common Services, the Common Services Supervisor is part of a supervisory team responsible for the day-to-day frontline operations of first-floor service points, where staff connect users to a wide range of library services and resources.

Requirements

• Experience contributing to personnel management functions such as training, scheduling, workflow coordination, and providing frontline day-to-day support to team members
• Proven ability to deliver high-quality customer service in a dynamic public-facing environment
• Effective verbal and written communication skills, including active listening skills; inclusive and respectful when working with others.
• Ability to collaborate effectively with colleagues across departments to ensure accurate, responsive, and high-quality customer service
• Demonstrated teamwork experience, with the ability to work both independently and as part of a team, while effectively sharing information and supporting common goals
• Demonstrated accountability, initiative, and sound decision-making in managing responsibilities
• Ability to prioritize, manage multiple tasks, and adapt to changing priorities in a dynamic work environment
• Experience using AI platforms, specifically related to customer service environments
• Experience using Microsoft Office 365 applications, including Teams, SharePoint, Outlook, Word, and Excel.

Nice To Haves

• Prior supervisory experience, including employee hiring, scheduling, performance management, coaching, and staff development
• Demonstrated leadership style that promotes collaboration, accountability, communication, and employee engagement
• Experience facilitating team-building activities and fostering a collaborative, supportive work environment
• Experience using library circulation systems and library catalogs
• Experience using Springshare products (e.g., LibAnswers, LibCal, LibGuides, or related applications)

Responsibilities

• Supervise, train, and support part-time, student, and full-time employees across multiple library service points to ensure consistent, high-quality operations and customer service.
• Develop and deliver onboarding programs, training materials, and ongoing professional development in customer service, policies, and research support, while considering current AI in academic libraries.
• Manage hiring, scheduling, payroll, performance evaluations, and staff development while maintaining service coverage.
• Facilitate staff communication, lead meetings, and foster a collaborative and supportive work environment.
• Provide comprehensive customer service, including reference and circulation support, resolving patron issues, and guiding use of library resources.
• Collaborate with campus partners and internal departments to maintain smooth operations and effective communication.
• Maintain and troubleshoot operational systems and technologies to support public services.
• Respond to emergency situations, ensure compliance with procedures, and coordinate facility maintenance.
• Interpret and enforce policies, manage exceptions, oversee financial processes, and contribute to operational planning and improvements.

Benefits

• Comprehensive medical, dental, and vision coverage
• Robust retirement plans
• Substantial paid time off which includes holidays, vacation and sick time
• 75% tuition discount, available to employees as well as eligible spouses and children

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level