Library Help Desk Manager

Santa Clara University • Santa Clara, CA

3d • Hybrid

About The Position

The Santa Clara University Library Help Desk is the first point of contact for all people entering the Learning Commons. The Library Help Desk staff are available to assist during all library open hours. The Library Help Desk Manager plays a crucial role in ensuring excellent service delivery and timely access to library services. This role directly supervises two full-time staff members and student workers employed by the Access & Delivery Services department to staff the library's help desk. The manager is responsible for ensuring all help desk staff and students are adequately trained with the necessary skills and understanding of library procedures to perform their duties effectively and confidently. A primary responsibility of this position is ensuring coverage of the library's help desk, including scheduling shifts for all student assistants and staff.

Requirements

• Bachelor’s Degree
• 2 years of related work experience including public-facing customer service experience
• Minimum of 2+ years of supervisory experience
• Ability to effectively establish and maintain cooperative working relationships within a diverse multicultural environment.

Nice To Haves

• Experience using Library Services Platforms or Integrated Library Systems
• Experience using Canvas (or equivalent), LibGuides, Google Workspace or Microsoft Office Suite
• Experience creating or supporting a skills training program
• Familiarity with Springshare suite of products (LibGuides, LibAnswers, etc.)
• Best practices for public-facing customer service
• Experience supervising and managing staff
• Excellent interpersonal skills
• Excellent verbal and written communication skills
• Knowledge of library operations, particularly public facing operations and the ability to apply prior experience to new and/or different situations
• Experience in using online library systems and searching online and print information resources, including databases and Internet sources.
• Computer literacy and fluency, including basic web authoring
• Experience developing and implementing staff training programs.
• Ability to effectively use productivity software such as Google Workplace and Microsoft Office
• Ability to work in a dynamic, rapidly changing environment.
• Ability to work independently and collaboratively
• Experience supervising student assistants or other hourly employees

Responsibilities

• Manage and Coordinate Service Desk Staffing and Training (75%)
• Manages the University Library Help Desk services, including management of all operational aspects of circulation and library help.
• Directs professional development and performance management for a team of two full-time employees.
• Develops an effective and efficient staff of approximately 40 student assistants by recruiting and hiring applicants, providing ongoing training in Library Help Desk operations and specific responsibilities, supervising work activities, and evaluating performances.
• Manages Library Help Desk scheduling for staff and student assistants, including approximately 20-25 hours weekly of direct shift coverage.
• Builds and maintains a robust, intentional student worker training program, focusing on continuous improvement and student professional learning outcomes.
• Designs, implements, and coordinates all aspects of the annual student worker “Book Camp” training at the start of Fall term.
• Models excellent customer service and establishes best practices for all library help desk staff.
• Actively reinforces training and customer service standards throughout the year with students and full-time staff.
• Reviews and approves timecards for two full-time staff and Library Help Desk Student Assistants.
• Operations Management and Assessment (20%)
• Establishes and assesses customer service goals and objectives for Library Help Desk services and team.
• Develops, documents, implements, assesses, revises, and communicates internal operational policies, procedures, and workflows for circulation and Library Help Desk operations.
• Maintains and updates building hours and communicates this information to other relevant parties.
• Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable.
• Works collaboratively with other department units and library departments to ensure that service goals are met.
• Manages inventory for the department, proactively forecasting resource needs to ensure uninterrupted day-to-day workplace operations.
• Service (5%)
• Chairs or serves on various library committees as appropriate.
• Other duties as assigned.

Benefits

• Compensation will be based on education, experience, skills relevant to the role, and internal equity.

What This Job Offers

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