Library Help Desk Manager

**B.** **ESSENTIAL DUTIES AND RESPONSIBILITIES*** 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* 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* Chairs or serves on various library committees as appropriate* Other duties as assigned* 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.* Bachelor's Degree* 2 years of related work experience including public-facing customer service experience* Minimum of 2+ years of supervisory experience* 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* Familiarity with Springshare suite of products (LibGuides, LibAnswers, etc.)* Best practices for public-facing customer service* Experience supervising and managing staff* 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* 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****5.****Years of Experience*** 2 years of related work experience including public-facing customer service* Minimum 2+ years of supervisory experienceSanta Clara University offers a comprehensive benefits package for ***benefit eligible employees*** with programs and resources designed to promote and sustain personal health care, well-being, and the financial objectives of our employees and families. Visit our for more information. #J-18808-Ljbffr Santa Clara University