Tisch Library is a student-centered research library, dedicated to the support of teaching, learning, and scholarship in Tufts' School of Arts & Sciences and School of Engineering. We provide collections, subject expertise, and technology-rich research and learning environments, with a variety of services and programs to meet the information needs of our students, faculty, and staff. We provide a welcoming, inclusive environment for our patrons, with collaborative staff committed to teamwork. The Access Services Department ensures timely and effective access to library collections, facilities and services, managing circulation, reserves, basic reference, interlibrary loan, stack management, printing and scanning. We seek experienced candidates who are excited to work with a community of students and faculty who are diverse in every way.
Reporting to the Head of Access Services, the Team Lead for Frontline Services will be responsible for providing leadership and management of the Information Desk - the primary service point in Tisch Library - with a consistent commitment to ensuring a superior user experience. The successful candidate will sustain collaborative relationships with colleagues across the Tufts Libraries to provide seamless frontline library services to the university community.
The successful candidate will:
Drive the continued evolution of a user-centered, integrated service model at the Information Desk.
Supervise staff responsible for:
facilitating access to physical collections (books and other physical media)
first-tier in-person reference, virtual reference, and referrals to next-level consultation
circulating equipment, including inventory management
shelving stacks materials, including shifting collections when needed
assisting with public computers and printers, engaging tech support when needed
monitoring and reporting facility issues; building security
In collaboration with colleagues across the library, build an effective training and development program for frontline student staff.
Oversee hiring, scheduling, evaluation
Ensure efficient integration of staff and student responsibilities
Oversee Information Desk data collection and assist with analysis.
Maintain up-to-date documentation of policies and procedures.
Assist the department head and library administration with planning and budgeting.
Serve on library task forces and teams; be active in Boston Library Consortium and industry groups such as ELUNA (Ex Libris system users).
Serve as leader in the absence of the department head.
Knowledge and experience as typically acquired by:
At least 3 years' library experience in a user-facing role.
Established success in a customer service environment.
Strong service orientation and commitment to creating an inclusive environment in a diverse community.
Excellent oral and written communication skills and problem-solving ability.
Demonstrated facility with library technology, including library integrated management systems and discovery platforms, statistics and scheduling software tools, and office productivity software.
Successful supervisory experience.
MLIS from an ALA-accredited institution.
Work experience in an academic research library.
Project management experience.
Familiarity with Ex Libris' Alma and Primo.
An employee in this position must complete all appropriate background checks at the time of hire, promotion, or transfer.
Primary Location: United States-Massachusetts-Medford/Somerville
Organization: Tisch Library
Employee Status: Regular Schedule: Full-time
Job Posting: Sep 3, 2020, 4:02:32 PM
Internal Number: 20001516
About Tufts University
Tufts is a leader in American higher education, distinctive for its success as a moderately sized university that excels at research and providing students with a personal experience. Our unique combination of research and liberal arts attracts students, faculty and staff who thrive in our environment of curiosity, creativity and engagement.