Reporting to the University Librarian, the Access Services Coordinator (ASC) oversees the safe, efficient, and effective day-to-day operations of the Service Desk, the main service point for circulation, information assistance, and the Learning Commons in the Library. The ASC coordinates, provides oversight, and is the first point of contact for our public-facing circulation and information services. They respond to and resolve issues that arise as needed. The ASC manages the scheduling and assignment of Service Desk shifts and oversees the collection, analysis and reporting of service metrics to inform service improvement. The ASC initiates and participates in the hiring process for student assistants. They coordinate training for student assistants and new Service Desk staff and ensure training materials and other documentation for the Service Desk are kept up-to-date. The ASC ensures clear communication related to Service Desk operations to library stakeholders and units on campus that collaborate and/or provide services for the Library.  They seek feedback from librarians and library staff to integrate and communicate updated processes and improvements. The ASC also provides project management services which can include projects that can be carried out on the Service Desk and larger library-wide projects in support of library goals and operational requirements.

RESPONSIBILITIES:

Coordinate Service Desk Operations:

• Lead hand coordinates all aspects of daily Service Desk operations
• Maintains and updates all operational hours and communicates changes to Security and Facilities to ensure service provision from those units
• Organize, plan, and implement staffing schedules for the Service Desk
• Coordinates the hiring, selection, training, and supervision of all Service Desk casual student assistants
• Coordinates and acts to resolve policy interpretation questions regarding circulation policy and procedures with staff and patrons
• Addresses any complaints or issues from the Service Desk staff or patrons, applying judgment to make exceptions to policy as appropriate
• Escalates to the University Librarian as needed
• Oversees the collection, analysis and reporting of service metrics and utilizes metrics to inform continuous improvement of Service Desk operations
• Develops and implements communication strategies to inform stakeholders about changes to policy or procedures, technical issues with systems, etc.
• Ensures technical issues that impact the Service Desk are reported to library or campus units or external providers as appropriate
• Coordinates and maintains Service Desk operational and training documentation
• Chairs monthly Circulation Unit and Service Desk meetings
• Works scheduled Service Desk shifts

Project Management Services:

• Coordinates annual collection and submission of Library operational statistics to the Canadian Association of Research Libraries
• Consults regularly with librarians and other Library team members in identifying and coordinating projects suitable for student assistants while they are on the Service Desk (e.g. data entry and cleanup, link-checking, etc.)
• In consultation with the University Librarian, coordinates assigned library-wide projects including the development and maintenance of project documents, tasks, resource requirements, workflow tracking, procedures, and reporting
• Carries out special projects assigned by the University Librarian

Successful candidates will work day shifts and may also work evenings and weekends depending on the Library’s requirements; will implement library policies and directions set by the Library; positively contribute to the Library’s overall work environment and projects, and; work in cooperation with library colleagues.

Responsibilities will shift and alter as Library needs and demands change.

QUALIFICATIONS:

• Bachelor's degree from a recognized post-secondary institution, management experience, and at least 3-5 years working in an academic library. A library technician’s diploma would be an asset
• A student-centered approach to the provision of library services
• Experience working with diverse communities
• Effective technology skills including proficiency with spreadsheets and word processing programs
• Demonstrated project management experience within a library environment
• Demonstrated strong communication skills
• Ability to work independently, as part of a team, and with external stakeholders
• Interpersonal and conflict resolution skills would be an asset
• An open attitude towards new technology
• Strong customer service orientation
• A flexible approach, strong problem-solving skills, and the ability to effectively respond to issues
• Ability to perform some bending/lifting, and to safely handle/shelve heavy items