Service Desk Supervisor - Downtown Campus Library Access Services 15481
The Downtown Campus Library Access Services Department at West Virginia University is seeking applications for a Service Desk Supervisor. This position manages the daily operations of the main public desk at the Downtown Campus Library, the most active service desk in the WVU Libraries system. The incumbent also trains, manages and supervises all staff and student employees working at the service desk, which is up to 6-8 employees and around 20-30 students.
In order to be successful in this position, the ideal candidate:
Public Services Desk
Provides oversight for the public service desk, supervising all staff and student workers while they are working at the desk. The desk is staffed almost 108 hours per week and handles questions related to all of the services offered by the WVU Libraries; both online and in-person services. The service desk the only general public service desk open in the Downtown Campus Library and is the busiest public service desk in the WVU Morgantown Library system.
Participates in online assistance to users via the LibChat service.
Trains and manages both staff and student employees to understand all aspects of the libraries so that they are able to handle questions that come from users, whether they are research, directional, or technology oriented. Incumbent is responsible for ensuring users are receiving timely and accurate information, no matter what time of the day or night they are at the library.
Uses Confluence to maintain written procedures and to keep staff and student employees apprised of updates, reminders, notifications, etc., that might affect the work at the desk and procedures being done at the desk.
Manages building maintenance responsibilities and supervises all security issues.
Uses the OCLC WorldShare Management System (WMS) for charging/discharging library and Reserve materials and the ILLiad system for charging/discharging Interlibrary Loan materials.
Understands and continuously re-educates themselves regarding all the electronic databases and other resources available in the libraries so that they are able to fully train staff and student employees or help users themselves.
Models exemplary customer services to ensure desired behaviors in all staff. Oversees all staff and students at the desk to ensure that customer service interactions are positive. Works with the Director of Operations and Resource Sharing to train and emphasize customer service skills to staff and student employees
Directly supervises three fulltime staff: two Library Associates (LA) and one Library Technical II (LTAII) who handle Reserves (LA), multimedia equipment (LA) and fines/ Banner (LTAII). Approves leave and time cards for those staff.
Writes/updates the PIQs for these positions, and is responsible for interviews and hirings.
Conducts annual staff evaluations; identifies areas of development and manages staff performance. Guides staff performances to ensure fulfillment of library strategic initiatives.
Trains and guides 20-30 student assistants regarding their work when they are schedule to work at the Service Desk. It's crucial that students understand handling research questions, circulation of materials, the Reserves collection, different types of technology, resource sharing materials, and customer service. The incumbent ensures that they understand all procedures and follows through to see that issues are answered correctly and that student employees are providing excellent customer service.
Creates, maintains and updates all manuals and procedures for use in student training for the Service Desk.
Provides input to the Stacks Maintenance Supervisor for student evaluations.
Provides statistical reports and data on library strategic initiatives to Director of Operations and Resource Sharing, as requested.
Participates in departmental and library-wide meetings and training sessions.
Identifies and participates in training opportunities related to Access Services and customer services.
Serves on appropriate library committees.
Bachelor's degree OR an equivalent combination of education and experience.
Two (2) years experience:
In a working familiarity with academic libraries with an emphasis on student services.
In a supervisory role, preferably in an academic setting.
A strong public service attitude is crucial.
Demonstrated leadership skills; ability to effectively communicate library change initiatives.
Good organizational, interpersonal and supervisory skills for working with patrons, student assistants and other staff.
Good technical skills in programs such as Confluence and Excel.
Must be flexible and cooperative to work well within the department and the library.
Must have the ability to work as a member of a group or independently, with minimal supervision. Good listening skills to assist library users. Ability to do several tasks simultaneously.
At West Virginia University, we pride ourselves on a tireless endeavor for achievement. We are home to some of the most passionate, innovative minds in the country who push their limits for the sake of progress, constantly moving the world forward. Our students, faculty and staff make this institution one of the best out there, and we are proud to stand as one voice, one university, one WVU. Find out more about your opportunities as a Mountaineer at https://talentandculture.wvu.edu/ .
West Virginia University is proud to be an Equal Opportunity employer, and is the recipient of an NSF ADVANCE award for gender equity. The University values diversity among its faculty, staff, and students, and invites applications from all qualified applicants regardless of race, ethnicity, color, religion, gender identity, sexual orientation, age, nationality, genetics, disability, or Veteran status.
Job Posting: Sep 10, 2020
Posting Classification: Non-Classified
Exemption Status: Exempt
Benefits Eligible: Yes
Internal Number: 211343
About West Virginia University
West Virginia University, founded in 1867, has a long and rich history as a public, land-grant institution. WVU encourages scholarship and offers high-quality academic programs while serving the state of West Virginia and the nation. WVU statewide includes campuses in Beckley, Charleston, Keyser, Martinsburg and Morgantown – which has been ranked as a #1 Small City in America. WVU is an R1 Doctoral Research University (Highest Research Activity), one of only 115 nationwide. WVU offers 212 degrees throughout the 14 colleges and schools. Areas of specialty include STEM education, healthcare in Appalachia, shale gas utilization, radio astronomy and forensics. WVU researchers have helped confirm the existence of gravitational waves and uncovered diesel vehicle emissions discrepancies. Statewide, there are over 31,000 graduate and undergraduate students along with 190,000 alumni worldwide. WVU is reinventing West Virginia’s future by strengthening education, healthcare and broad-based prosperity.