Access Services, Operations Manager

Position Summary

Manages Access Services including planning, training, and evaluation. Provides high-quality customer service and facilitates access to Library resources and Library staff expertise to ensure the needs of patrons are met while promoting a culture and environment that is safe, welcoming, stimulating, and supportive.

Job Responsibilities

• Responsible for the planning, coordinating, and provision of Access Services. Develops, maintains, and ensures compliance with policies and procedures.
• Manages the work activities and development of Access Services staff and a pool of on-call substitute personnel.
• Assists in Library wide strategic planning and policy and procedure development. Serves on various Library committees and on external committees.
• Compiles, maintains, and generates complex reports and statistics from the Library’s computerized systems or from other sources as needed for Senior Leadership and national reporting.

Responsible for assessment of services.

Evaluates and makes recommendations regarding the personnel and budgetary needs of Access Services and justifies and monitors the unit's budget.

Oversees accounts, billing, and payments for services rendered.

• Works closely with Information Technology Services (ITS) to provide and facilitate access to appropriate technology and hardware.
• Provides direct support at service desks. Responds to patron reference, technology, and equipment inquiries in person, by email, chat, and by phone.
• Directs patrons on the availability and location of Library materials using the computerized Library system and other online resources.

Guides patrons in the use of electronic databases.

• Utilizes the Library’s computerized systems to circulate and process materials and maintain a patron database. Processes renewals, holds, lost / overdue items, new books, and reserves.
• Updates and maintains the Library’s presence on our website, social networking services, display screens, and other mediums.
• Performs notary services by appointment for WCM and NYP community.
• Tracks and provisions scientific software licenses made available through the Library Scientific Software Hub and explores new software capabilities and costs, ensuring cost recovery for provisioned software.

Education

Bachelor's Degree in related field

Experience

• Approximately 3 years of related experience within a Library and knowledge of computer systems.
• Previous manager experience.

Knowledge, Skills and Abilities

• Proven capacity for critical thinking and strategic action, with a track record of successfully translating concepts into reality while adhering to deadlines.
• Demonstrated ability to work independently and collaboratively with a diverse population of faculty, staff, students, colleagues, and affiliates.
• Demonstrated ability to learn new technology tools / skills.
• Demonstrated professional initiative and problem-solving skills.
• Excellent analytical, interpersonal, time management, and organizational skills.
• Excellent written and verbal communication skills, with a demonstrated ability to engage effectively in both in-person and virtual settings.

Licenses and Certifications

Notary License preferred.

Working Conditions / Physical Demands

• Standard office work; Position requires flexibility to work evening hours or weekend shifts
• This position could have exposure and / or access to Protected Health Information (PHI) or Personally Identifiable Information (PII) as part of normal duties.

Access to data within systems that contain significant portions of confidential staff or even medical records may be necessary for the completion of daily tasks.