Library Help Desk Manager

Library Help Desk Manager

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.

This Library Help Desk manager is responsible for directly supervising two full-time staff as well as the student workers who are employed by the Access & Delivery Services department to staff the library's help desk. This position is responsible for ensuring that all staff and students who provide services at the help desk are trained and equipped with the skills and understanding of library procedures to execute them effectively and confidently. This position has the primary responsibility for coverage of the library's help desk including scheduling desk shifts for all student assistants and staff.

This position reports to the Head of Access & Delivery Services (A&DS).

Essential Duties and Responsibilities

1. 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
• Builds 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
• Actively reinforces training and customer service standards throughout the year with students and full-time staff
• Reviews and approves timecards for two full-time staff and Library Help Desk Student Assistants

2. 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
• Works collaboratively with other department units and library departments to ensure that service goals are met.
• Manages inventory for the department, proactively forecasting resource needs to ensure uninterrupted day-to-day workplace operations

3. Service (5%)

• Chairs or serves on various library committees as appropriate
• Other duties as assigned

Provides Work Direction

• Interviews, hires, trains, evaluates, and supervises student workers for Access and Delivery Services.
• Directs, oversees, and plans the work of staff while they are working shifts at the Library Help Desk.
• Appraises productivity and documents performance for the full time Library Help Desk staff.

General Guidelines

• Recommends initiatives and implements changes in consultation with other Access & Delivery Services staff to improve quality and services.
• Identifies and determines the causes of problems.
• Researches and develops resources that create timely and efficient workflow.
• Ensures completeness, accuracy and timeliness of all operational functions.
• Prepares and submits reports as requested and required.
• Develops and implements guidelines to support the functions of the unit.

Receives Work Direction

• Reports to and is supervised by the Head of Access & Delivery Services
• May receive work orientation, guidance, or training from University Library colleagues within and external to the Access & Delivery Services department

Work Schedule

• This is a full-time, 40 hours per week position. The standard schedule is generally Monday through Friday during regular business hours; however, the specific work schedule may be adjusted based on operational needs.
• Occasional evening or weekend work may be required to support department and unit services, programs, events, staffing coverage, or other business needs

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The items below are representative of the knowledge, skills, abilities, education, and experience required or preferred.

This position requires the ability to effectively establish and maintain cooperative working relationships within a diverse multicultural environment.

Required

• Bachelor's Degree
• 2 years of related work experience including public-facing customer service experience
• Minimum of 2+ years of supervisory experience

Preferred

• Experience using Library Services Platforms or Integrated Library Systems
• Experience using Canvas (or equivalent), LibGuides, Google Workspace or Microsoft Office Suite
• Experience creating or supporting a skills training program

1. Knowledge

• Familiarity with Springshare suite of products (LibGuides, LibAnswers, etc.)
• Best practices for public-facing customer service
• Experience supervising and managing staff

2. Skills

• Excellent interpersonal skills
• Excellent verbal and written communication skills
• Knowledge of library operations, particularly public facing operations and the ability to apply prior experience to new and/or different situations
• Experience in using online library systems and searching online and print information resources, including databases and Internet sources.
• Computer literacy and fluency, including basic web authoring

3. Abilities

• Experience developing and implementing staff training programs.
• Ability to effectively use productivity software such as Google Workplace and Microsoft Office
• Ability to work in a dynamic, rapidly changing environment.
• Ability to work independently and collaboratively
• Experience supervising student assistants or other hourly employees

4. Education

• Bachelor's Degree

5. Years of Experience

• 2 years of related work experience including public-facing customer service
• Minimum 2+ years of supervisory experience

Physical Demands

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. In accordance with the Americans with Disabilities Act, as amended, the California Fair Employment & Housing Act, and all other applicable laws, SCU provides reasonable accommodations for qualified persons with disabilities. A qualified individual is a person who meets skill, experience, education, or other requirements of the position, and who can perform the essential functions of the position with or without reasonable accommodation.

• Considerable time is spent at a desk using a computer terminal.
• May be required to travel to other buildings on the campus.
• May be required to attend conference and training sessions within the Bay Area or in - or out-of-state locations.
• May be required to occasionally travel to outside customers, vendors or suppliers.

Work Environment

The work environment characteristics described below are representative of those an employee encounters while performing the essential functions of this job.

• Typical office environment
• Mostly indoor office environment with windows
• Offices with equipment noise
• Offices with frequent interruptions

Telecommute

Santa Clara University