Downtown Library Access Services Manager - WVU Libraries

About the Role

This position will manage the Access Services operations at the Downtown Library, ensuring knowledgeable and effective customer service. The role involves training, managing, evaluating, and supervising four Access Services staff, as well as identifying opportunities to enhance access services offerings and implementing innovative solutions to improve patron satisfaction and library service effectiveness.

Responsibilities

• Manage the Access Services department at the Downtown Library, including hiring and direct supervision of four full-time staff.
• Approve leave and timecards, conduct annual staff evaluations, identify areas of development, and manage staff performance.
• Guide staff performance to ensure fulfillment of library strategic initiatives.
• Model exemplary customer service to ensure desired behaviors in staff.
• Supervise staff and students at the seven-day-per-week service desk operation to ensure positive customer interactions.
• Oversee the department scheduling of online assistance to users via the LibChat service.
• Run statistical reports in WMS and answer email referrals from librarians via LibAnswers.
• Evaluate existing services, systems, and staff assignments, making recommendations for changes to increase efficiency or provide new services.
• Train and manage staff and oversee student employees to ensure they understand all aspects of the libraries to handle user questions.
• Address and rectify mistakes quickly and find replacements or fill in when desk coverage is short due to absences.
• Oversee operations, including all Access Services and resource sharing transactions, during non-standard business hours, ensuring user safety and building maintenance.
• Respond to user questions, assist with basic reference questions, and provide customer service using knowledge of the WMS system and ILLiad.
• Supervise student employees working during desk shifts, ensuring timely and accurate work.
• Maintain written procedures on Confluence and ensure staff updates procedures and policies as needed.
• Engage in professional development and participate in appropriate committees and task forces.

Qualifications

• Bachelor’s degree (relevant library or closely related work experience may be substituted for the required education).
• A minimum of two (2) years of experience in library or closely related work and public/customer service.
• A minimum of three (3) years of supervisory experience.
• Any equivalent combination of related education and/or experience will be considered.

Skills

• Strong public service attitude and interpersonal skills.
• Demonstrated knowledge of academic library operations, including the Library of Congress classification system, electronic catalogs, and others.
• Excellent oral and written communication skills.
• Ability to operate and maintain basic office and library equipment, such as Microsoft Office and email software.
• Ability to learn and utilize circulation and research programs like WMS Circulation, WorldCat Discovery, EBSCO EDS, Microsoft Office products, and Confluence.

Benefits

• 37.5-hour work week
• 13 paid holidays (staff holiday calendar)
• 24 annual leave (vacation) days per year or more based on years of service
• 18 sick days per year (for illness, caring for sick family, or medical appointments)
• Range of health insurance and other benefits
• 401(a) retirement savings with 6% employee contribution match
• Wellness programs

WVU offers a range of health insurance and other benefits, including retirement savings with a 6% employee contribution match, eligibility to continue health insurance, and other retiree perks.