Title: Library Services Manager

Employee Classification: Library Services Manager

Campus: University of North Texas

Division: UNT-Provost

SubDivision-Department: UNT-University Library

Department: UNT-University Library-Gen-141000

Job Location: Denton

Salary: Depending on qualifications with a minimum of $39,600.00.

FTE: 1.000000

Retirement Eligibility: TRS Eligible

About Us - Values Overview:

Department Summary

As the most-used service on campus and an essential component of education and research at the University of North Texas, the Libraries offer access to more than 6 million items (print and digital) along with expert personnel to assist patrons in achieving their academic and scholarly goals. We provide innovative programs and support to enhance the relationship between teaching and learning at the University of North Texas.

The Access Services Department promotes and provides access to the collections of the UNT Libraries. As part of the Public Services Division, we strive to meet the information and research needs of library patrons through the services we offer.

Position Overview

The University of North Texas Library is seeking to hire a Services Desk Manager to join our Access Services Department. This position is responsible for leading the Service Desk Team of the Access Services Department and overseeing relevant library services including user accounts, fines, and user services. The person in this position directly supervises two full-time staff members and a team of student assistants. The Services Desk Manager actively recommends and implements goals, policies, service workflows, and procedures to improve efficiency and library user experience. Provides library information and research assistance services. Resolves or mitigates challenging situations and library patron complaints.

Minimum Qualifications

Bachelor's Degree and three years' of progressively responsible full-time library experience; or any equivalent combination of education, training, and experience.

Knowledge, Skills and Abilities

Expert knowledge of library principles and policies and extensive knowledge of specialized area functions and workflows. Strong supervisory and leadership skills. Evidence in working effectively with students, faculty, staff, and the community. Verified ability to utilize multiple computer applications toward increased productivity in a rapidly changing environment. Excellent written and oral communication skills. Ability to establish and maintain effective working relationships. Demonstrated critical thinking and independent decisionmaking skills.

Preferred Qualifications

The preferred candidate will possess the following additional qualifications:
• Experience being a direct supervisor for at least one year
• Project management experience and experience leading a team
• Ability to multi-task in a fast-paced office environment
• Ability to exercise good judgement in challenging situations
• Experience using administrative functions of Sierra or other Integrated Library Systems
• Extensive customer service experience
• Excellent communication skills
• Excellent organizational skills
• Excellent problem-solving skills and attention to detail
• Previous cash handling experience
• Six months’ experience working in a public service setting in a library

We want to emphasize that the preferred qualifications are not required and that we are committed to helping our future colleague develop these preferred skills.

Required License/Registration/Certifications

Job Duties:

• Manages the Services Desk Team which is responsible for providing library user services and facilitating material circulation. Effectively communicates with team members and keeps them informed about changes through manuals, instructions, and other forms of written and verbal communication. 
• Directly supervises two full-time staff. Responsible for hiring, training, and evaluation of User Accounts Coordinator and Evening Coordinator.
• Monitors the Services Desk operations and ensures service timeliness, quality and consistency. Initiates, improves, and implements workflow and procedure improvements to foster enriched user experience. Suggests adjustments in order to enhance the quality of desk services. Documents and communicates changes to all affected employees. 
• As a member of the Access Services Management Team, contributes to departmental goal setting, planning, implementation, and evaluation. Effectively communicates with the Management Team members to resolve issues and streamline processes.
• Investigates complex and difficult patron, user accounts, fines and fees, and department related issues. Discovers effective solutions to resolve or mitigate the situation within library policy. 
• Assumes the duties of the Services Desk Team staff members in their absence, during peak time, or as otherwise needed.
• Provides user and access services to library patrons. Services include desk services, circulation, patron accounts, payments, research assistance, and other departmental tasks. Maintain knowledge of Access Services policies and procedures. Input appropriate transactions in Ref Analytics. 
• Directly supervises Services Desk student assistants. Effectively communicates and collaborates with service coordinators and the Student Management Coordinator in hiring, training, supervising, and evaluating student assistants; facilitates cross-training, scheduling, communicating updates, changes, and reminders, hosting student meetings, managing student projects, and other duties according to the department’s student management protocols. 
• Oversees student assistants’ work schedule and ensures adequate Services Desk coverage in the unit. Monitors students' attendance according to established guidelines and approves student timesheets by set deadlines. Manually enters time when needed. Sends timesheets to students for verification and communicates with them about discrepancies. Monitors and controls student assistant budget expenditures and reports monthly budget statistics. Ensures student assistants take and apply all University required trainings. 
• Assists with Sierra circulation administration. Processes patron files into Sierra and maintains Sierra circulation settings such as semester due dates, hours open table, and days closed table to ensure accuracy and consistency of circulation services while following established policies and best practices. 
• Serves as a member of the Circulation Workgroup, attends meetings, participates in discussions, and provides feedback. Facilitates relevant service or process changes set forth by the Workgroup as appropriate.

Work Schedule:

Tuesday-Saturday, 8:00AM – 5:00PM (This is not a remote position.)

Driving University Vehicle:

No

Security Sensitive:

This is a Security Sensitive Position.

Special Instructions:

Applicants must submit a minimum of two professional references as part of their application. If needed, additional references can be added after the application has been submitted. Applicants must submit a resume, a cover letter and a list of three professional references with their online application.

Benefits:

For information regarding our Benefits, click here.

EEO Statement:

The University of North Texas System is firmly committed to equal opportunity and does not permit -- and takes actions to prevent -- discrimination, harassment (including sexual violence, domestic violence, dating violence and stalking) and retaliation on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, or veteran status in its application, employment practices and facilities; nor permits race, color, national origin, religion, age, disability, veteran status, or sex discrimination and harassment in its admissions processes, and educational programs and activities, facilities and employment practices. The University of North Texas System promptly investigates complaints of discrimination, harassment and related retaliation and takes remedial action when appropriate. The University of North Texas System also takes actions to prevent retaliation against individuals who oppose any form of harassment or discriminatory practice, file a charge or report, or testify, assist or participate in an investigative proceeding or hearing.