Library Services Desk Manager

Union College Career Center in Becker Hall•Schenectady, NY

11d•$26 - $28•Onsite

About The Position

The Library Service Desk Manager is a supervisory position that manages the daily operations of the Library Service Desk, which is co-located with the Information Technology Services (ITS) Help Desk. This role ensures patron access to and maintenance of the physical space and its resources throughout the year, including nights, weekends, late night hours, 24/7 final exam periods, holidays when classes are in session, and during inclement weather. The position also coordinates functions of the Access Services Department of Schaffer Library. With a commitment to excellent customer service and strong problem-solving, communication, and critical thinking skills, the manager liaises with ITS Help Desk staff, faculty, and staff outside of the Library to ensure student access to relevant resources. They engage with students to help them navigate Library systems and are a member of relevant Library working groups. This position is responsible for documenting and, with support, evaluating practices related to the Library Service Desk.

Requirements

Bachelor Degree required
1-3 years of supervisory or managerial experience
1-3 years of library experience or a combination of relevant education, training, certifications, or work experience
Strong problem-solving, customer service, and organizational skills, including effective decision-making, managing multiple projects, and exercising sound judgment
Self-motivated with the ability to work independently and as a part of a team
Demonstrate excellent interpersonal skills, including effective written communication skills
Must be flexible and available to cover Library Service Desk shifts, and adapt to fluctuations in the academic calendar or work schedule
Must be safety conscious and able to work with a diverse group of individuals
Able to support, contribute to, and strengthen a vibrant, culturally diverse, and inclusive learning community of students, alumni, faculty, and fellow professionals

Responsibilities

Supervises one full-time staff member and all Access Services student employees, including hiring, training, scheduling, setting expectations, and holding employees accountable.
Ensures consistent coverage of the Library Service Desk and trains employees to be proficient in circulation and course reserves functions.
Meets regularly with reports and conducts annual performance plans.
Staffs the Library Service Desk, answers patron questions, refers for additional research support, explains Library policies, and handles problems and complaints.
Manages the circulation, course reserves, and loanable technology aspects of the Access Services Department, including developing, reviewing, and revising policies, processes, and practices.
Supports a culture of assessment by regularly pulling and reporting circulation data and communicating trends, issues, and ideas.
Coordinates systems that support equitable access to course-related materials and loanable technology.
Coordinates and communicates issues with ITS Help Desk as appropriate.
Interprets policies and provides excellent customer service at the Library Service Desk.
Participates in groups and collaborations directly related to essential responsibilities.
Communicates with ITS Help Desk staff, faculty, and staff outside of the Library to provide access to Library resources.
Regularly communicates with, updates, and collaborates with members of the Research & Engagement Division.
Assists with maintaining physical library services by communicating with housekeeping staff about issues, conducting regular building checks, and placing work orders with Facilities staff.
Supports events and building-related projects as needed.
Fulfills administrative responsibilities such as managing keys, ordering supplies, coordinating the contract with an outside security vendor during 24/7 library hour periods, and handling occasional cash deposits.