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Posting ID : 3171
Apply By : 7/16/2013
Position Title : Desk Services Manager
Department : Library
Job Type : Full-time, Continuing
Campus : Waterloo
Reports To : Head, User Services
Position Summary : Under the guidance of the Head, User Services, the Desk Services Manager oversees the daily operations of the Waterloo & Kitchener Campus Library’s desk services functions. Responsibilities include ensuring the smooth functioning of in-person and online public services; staff training; supervision of user services staff and coordination of staff activities; student employee hiring, training, and supervision; and participation in planning and assessing services, recommending and implementing changes.
Accountabilities : Coordinate Daily Service Operations
• Ensure the effective and consistent operations of the Waterloo & Kitchener Campus Libraries’desk services, both in-person and online
• Compile and analyze use statistics to determine appropriate staffing patterns
• Troubleshoot & resolve staff and user problems, complaints & conflicts
• Identifies problems, initiates and implements changes needed to ensure effective operation of desk and online services
• Monitors technological and other changes that affect desk and online services; recommends new procedures to improve services.
• Maintains knowledge of procedures, resources, and service changes involved in all user service roles
• Provide reference & circulation services at the Library’s in-person and online blended user service points
• Schedule shifts for in-person and online service points and ensure shifts are staffed
• Make last-minute arrangements for shift coverage during staff absences, and serve as last-resort back-up for staff absences/illnesses
• Monitor referrals, appointments, and e-mail questions and ensure follow-up
• Ensure library web site information about user services is up to date and accurate
• Identify the need for and help create signs, brochures and handouts to assist users
• Make recommendations for building opening hours, based on user needs, budget & staffing constraints, for Waterloo and Kitchener campus libraries
• Identify, report, and monitor public space & equipment issues
Supervise and Train Staff
• Coordinate the user service activities of approximately 15 full time and part time daytime, evening, and weekend staff;
• Act as primary supervisor for 5-6 user services staff positions, including hiring, reviewing performance, and assigning tasks, workload and responsibilities
• Act as a resource person for resolving staff problems and questions; provide guidance and assistance with complex tasks in all areas of the unit’s activity
• Set performance standards and ensure that standards are maintained
• Identify staff training needs, create training materials, and arrange or provide staff training
• Write and update staff guides and procedure documents
• Hire, train, and supervise student employees
• Encourage a collaborative, team-oriented work environment focused on service excellence
• Schedule and facilitate department meetings and communication
Policy and Planning
• Work with the Head, User Services to write, evaluate and change user service policies
• Run and analyze reports related to circulation, user accounts, and service use patterns
• Assess public service quality, including the creation and administration of surveys and the gathering of other staff and user feedback
• Analyze data, write reports, and make recommendations to the Head, User Services, for changes to services
• Work with the Head, User Services, to implement service changes and special projects related to user services
• Work with the Head, User Services and the Library Communications Officer to promote and communicate services to the university community
• Participates in setting Library policy and direction as a member of the Library Management Group
External Communication & Liaison
• Contact for TUG (TriUniversity Group) Libraries for circulation policies and issues
• Primary liaison with Brantford Public Library on circulation policies and issues—liaison, training, troubleshooting
Qualifications : • University degree plus five (5) years recent public service experience in an academic library, including at least one of and preferably both reference and circulation or equivalent combination of education and experience
• Strong user focus & commitment to customer service excellence
• Excellent problem solving and analytical skills
• Strong organizational and project management skills
• Ability to learn and adapt quickly in a constantly changing work environment, and commitment to continuous learning
• Demonstrated ability and willingness to accept responsibility
• Initiative, leadership skills, and the ability to work independently with minimal guidance
• Ability to work successfully with colleagues, faculty, students, alumni, and the general public
• Ability to build effective teams and encourage a collaborative work environment
• Excellent oral and written communication skills
• Training and supervisory experience
• Tact and good judgment
• Ability to calmly and successfully resolve conflicts and difficult customer service issues
• Strong computer skills, including good knowledge of standard office software and automated library systems. Ability to learn new technology quickly, diagnose and troubleshoot problems.
Grade : MG-2A
Salary : $62 679 - $70 053
Please Note :

Please submit a cover letter and resume.



Wilfrid Laurier University endeavors to fill positions with the best available candidates who have the appropriate combination of education, experience, skills and abilities to successfully perform the duties of the position while demonstrating Laurier's Employee Success Factors.


Wilfrid Laurier University is committed to equity and values diversity. We welcome applications from qualified individuals of all genders and sexual orientations, persons with disabilities, Aboriginal persons and persons of a visible minority.  To obtain a copy of this job description in an accessible format, please contact Human Resources at 519-884-1970 ext.2007.

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