Library Services Desk Manager

Union College • Schenectady, NY

1d • Onsite

About The Position

The Library Service Desk Manager is a supervisory position which manages the daily operations of the Library Service Desk, co-located with the Information Technology Services (ITS) Help Desk. This includes staffing the Library Service Desk to ensure that patrons have 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), and coordinating functions of the Access Services Department of Schaffer Library. With a commitment to prioritizing excellent customer service and strong problem-solving, communication, and critical thinking skills, the Library Service Desk Manager liaises with ITS Help Desk staff, faculty, and staff outside of the Library as needed to ensure student access to relevant resources, engages with students to help them navigate Library systems, and is a member of Library working groups relevant to their essential duties. This position is responsible for documenting and, with the support of the Head of Access Services, 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, which includes hiring, training, scheduling, setting expectations and holding employees accountable to these expectations.
• Ensures consistent coverage of the Library Service Desk and effectively trains employees to be proficient in tasks spanning circulation and course reserves functions.
• Regularly meets with reports and conducts annual performance plans.
• Staffs the Library Service Desk, answers patron questions and refers for additional research support as needed, explains Library policies, and handles problems and complaints as needed.
• Manages the circulation, course reserves, and loanable technology aspects of the Access Services Department.
• Develops, reviews, and revises policies, processes, and practices related to these core Access Services functions.
• Supports a culture of assessment by regularly pulling and reporting circulation data and communicating trends, issues, and ideas, especially to solve problems or improve efficiency.
• 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 which are directly related to essential responsibilities.
• Communicates with ITS Help Desk staff, faculty, and staff outside of the Library in order to provide access to Library resources and support a high-quality educational experience for students.
• 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 any issues, conducting regular building checks to identify broken furniture and building problems, and placing work orders with Facilities staff.
• Support events and building related projects as needed.
• Fulfill administrative responsibilities such as managing keys, ordering supplies, and coordinating the contract with an outside security vendor during 24/7 library hour periods, and handling occasional cash deposits.

Benefits

• Generous Vacation, Sick, and Personal Time
• Winter Recess Break in Addition to Paid Holidays (in accordance with policy)
• Healthcare: Medical (PPO & HDHP), Dental, and Vision Insurance (Flexible Spending and Dependent Care Accounts)
• Free On-Campus Fitness Facility Access and Discounts for On-Campus Wellness Programs
• Pre and Post Tax participation in a 403(b) Retirement Plan
• Salary Continuation Program in the event of Disability
• Tuition Exchange

What This Job Offers

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