Library Services Desk Manager

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.

Library Service Desk Manager

Pay Status and Classification: Non-Exempt, Regular Full-time; This position is not eligible for relocation assistance or visa sponsorship.

Supervisor: Head of Access Services Librarian

Work location: In-Person, on-site

Position Purpose: 

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. 

For full consideration, please submit a current résumé or CV, and a cover letter which addresses the qualifications of this position.

Essential Responsibilities and Duties:

• Supervision & Management: 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.

• Access Services Administration: 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. This includes developing, reviewing, and revising 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. 

• Collaboration and Relationship-building: 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. 

• Library Building Support: 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.

Qualifications:

• Bachelor Degree required and 1-3 years of supervisory or managerial experience, preferably with 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

Compensation:

The rate for this position is $26.00-$28.00 per hour. Except for roles with a set rate of pay, the wage/salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training. The stated hiring rate/range represents the College’s good faith and reasonable estimate of the rate/range of possible compensation at the time of posting.

Location: Schenectady, NY

We know some job seekers may not apply for career opportunities unless they meet every qualification in the position description including the preferred qualifications. We are most interested in hiring the best staff and faculty colleagues, and recognize that a successful candidate may come from a less traditional career path. We encourage you to apply, even if you don’t believe you meet every one of our preferred qualifications.

We offer exceptional benefits including:

• 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

Background Checks: In accordance with our background check policy, finalists for hire will undergo a background check that includes education, employment, and criminal convictions.

E-Verify Participation: Union College participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the United States. Learn more about E-Verify and your Right to Work (Derecho a Trabajar).