Library Help Desk Manager

About the role

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 offer assistance for all the hours that the library is open. The Library Help Desk Manager has a critical role in ensuring the delivery of excellent service and timely access to a range of services offered by the library.

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
  • Builts 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
  • 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
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable
  • Serves as primary technical and operations backup when the Automated Retrieval System (ARS) Maintenance Supervisor is unavailable