Access Services Manager - Evansdale Library

The department of Libraries at West Virginia University is currently accepting applications for an Access Services Manager.

About the Opportunity

Manage the Access Services operations at the Evansdale Library, ensuring knowledgeable and effective customer service. Train, manage, evaluate, and supervise four Access Services staff. Identify opportunities to enhance access services offerings and implement innovative solutions to improve patron satisfaction and library service effectiveness.

We strongly believe in work-life balance and keeping time for things we love outside our work. WVU offers generous benefits, including:

• 37.5-hour work week
• 13 paid holidays (staff holiday calendar)
• 24 annual leave (vacation) days per year (employee leave)
• 18 sick days per year (for when you're ill, for when you need time to care for sick family, for your own, or your family's, regularly scheduled medical appointments. Who is family for the purpose of this leave? A lot of people in your life including immediate relatives and in-laws as well as others considered to be members of your household living under the same roof)
• WVU offers a range of health insurance and other benefits
• 401(a) retirement savings with 6% employee contribution match, eligibility to continue health insurance, and other retiree perks. Looking for more retirement benefits information? Check out retirement health insurance benefits, retirement income, and FAQ's.
• Wellness programs

What You'll Do

• Manage the Access Services department at the Evansdale Library, including hiring and direct supervision of four full-time staff. Approve leave and timecards, conduct annual staff evaluations; identify areas of development and manage staff performance. Guide staff performance to ensure fulfillment of library strategic initiatives.
• Model exemplary customer services to ensure desired behaviors in staff. Supervise staff and students at the seven days per week service desk operation to ensure positive customer interactions. Oversee the department desk schedule and scheduling of online assistance to users via the LibChat service. Develop and maintain familiarity with the WMS Circulation Configuration setup and policies. Run statistical reports in WMS.
• Answer email referrals from librarians via LibAnswers. Reply to departmental emails. Evaluate existing services, systems, and staff assignments and make recommendations for changes to increase efficiency or provide new services. Collaborate with other library managers and desk coordinators to develop and implement a team approach to customer service.
• Train and manage staff and oversee student employees to ensure they understand all aspects of the libraries to handle questions that come from users, whether they are research, directional, or technology oriented. Ensure staff and student employees working at the desk understand and are prepared to assist with any of these issues and that questions are answered correctly or referred to librarians when needed. Address and rectify mistakes quickly. When desk coverage is short due to absences, find a replacement or fill in.
• This position may work outside of standard business hours. Responsible for overseeing library operations, including overseeing all Access Services and resource sharing transactions. The incumbent is also in charge of ensuring user safety and building safety and maintenance. May be responsible for closing the library.
• May be assigned to shifts at the Evansdale Access Services Desk. Respond to user questions, assisting with basic reference questions and/or questions about databases, searching, and/or finding materials. Understand library policies to answer questions that may arise.
• Provide customer service and respond to user inquiries using a thorough knowledge of the WMS system, including all types of circulation transactions in WMS; charging, discharging, and renewing materials; assisting users in locating and/ or requesting materials, questions regarding fines and bills, etc.; creating or editing user records; issuing Friend of the Library cards; etc. Refer user inquiries outside the expertise of Access Services to the appropriate university library department, or the proper help desk. When scheduled, respond promptly and courteously to directional inquiries via LibChat, providing accurate and helpful guidance to patrons seeking information on navigating the library's physical spaces, resources, and services.
• Provide customer service and respond to user inquiries using a strong understanding of ILLiad including charging, discharging, and renewing borrowed materials in ILLiad; an understanding of ILL policies.
• Provide service and respond to technology questions at the desk through a strong understanding of computer or printing software used and/or supplied by the library. These might include, but are not limited to, questions about or assistance needed with assistive technology, public printing, microfilm machines, logging into computers, circulating technology and A/V, and study room reservations. Manage and assist with the poster printing process based on user specifications.
• Supervise all student employees working during desk shifts. This involves supervising student assignments and ensuring the work of the department done by students is timely and accurate.
• Engage with the Assistant Director of Access Services and other department managers to develop, improve and maintain written procedures on Confluence and ensure that staff update procedures and policies as needed.
• On occasion, may be assigned to any WVU Library Morgantown Campus access service desk to provide emergency coverage.
• Engage in professional development related to the individual's assignment and/or the needs of the Libraries and the University.
• Participate in appropriate committees and task forces.
• Other duties as assigned.

• Bachelor's degree.
• A minimum of two (2) years of library or relevant work experience
• A minimum of two (2) years of public / customer service experience
• A minimum of three (3) years of supervisory experience
• Any equivalent combination of related education and/or experience will be considered.
• All requirements must be met by the time of employment.

Knowledge, Skills, & Abilities

• A strong public service attitude and strong interpersonal skills to interact with colleagues in the WVU Libraries, the university and partner libraries.
• Demonstrated knowledge of academic library operations; has general knowledge of the Library of Congress classification system, electronic catalogs, and others.
• Excellent oral and written communication skills
• Ability to operate and maintain basic office and library equipment such as Microsoft Office and email software
• Ability to learn and utilize circulations and research programs such as WMS Circulation, WorldCat Discovery, EBSCO EDS, Microsoft Office products and Confluence
• Ability to learn WMS Circulation Configuration

West Virginia University is a place of purpose and community. We take pride in our profound impact on the state of West Virginia and are committed to the personal and professional growth of our employees.

From the groundbreaking R1 research at our flagship campus in Morgantown to the career-oriented programs at WVU Potomac State in Keyser, and the technology-intensive programs at WVU Tech in Beckley, the contributions of WVU employees resonate across the state, touching lives and shaping futures.

At WVU, you will discover a supportive community that champions work-life balance and fosters a collaborative atmosphere. Our core values - service, curiosity, respect, accountability and appreciation - unite us as Mountaineers.

We are dedicated to creating an inclusive and engaging working environment and actively seek candidates who bring diverse ideas, approaches and experiences.

Join us at West Virginia University, where your work will make a lasting impact. To learn more about WVU, visit wvu.edu.

West Virginia University is proud to be an Equal Opportunity Employer and received an NSF ADVANCE award for gender equity. We value diversity among our faculty, staff and students and invite applications from all qualified applicants regardless of race, ethnicity, color, religion, gender identity, sexual orientation, age, nationality, genetics, disability, or Veteran status.