Access Services Librarian, Northeastern University Libraries, Boston, MA
Posted November 12, 2015
Northeastern University’s Snell Library has an exciting opportunity for an Access Services Librarian in a dynamic environment with a continuously evolving service model that supports a 24/7 operation. Snell Library has a merged service point that is co-managed by the Library and Information Technology Services (ITS). The Access Services Librarian manages the service desk, the nerve center of the library, as well as access to the Library building and collections privileges. S/he undertakes liaison with the following departments: ITS regarding service provision, Facilities in maintaining the Library building, Events Planning and Husky Card Services to coordinate access, and NUPD on security matters.
Under the direction of the Head of Access Services, the Access Services Librarian will oversee, coordinate, and continually improve the service quality level and operational effectiveness of the Snell Library Help & Information Desk. S/he will hire, train, develop, and evaluate the Access Services daytime staff representing the Library at this merged service point. S/he will articulate strategic goals and objectives for the unit and develop specific methods for achieving them. S/he will recommend and evaluate new and emerging technologies, and plan and manage their implementation with an eye to creating self-service opportunities. S/he will communicate and participate equally with colleagues in ITS and Research & Instruction who are also responsible for providing services in this area, working together with them to develop and articulate policies and procedures which are consistent with University standards to achieve a high level of service excellence. S/he will coordinate consistent data collection and prepare both qualitative and quantitative reports and projections as needed. Finally, s/he will participate in collection development, reference, and instruction as a selector for one or more disciplines and as a liaison to one or more academic departments.
In terms of unique challenges, the Access Services Librarian will be tasked with enhancing a relatively new service model and setting a high level of expectations for library employees who are staffing the information service desk. S/he will need to further the development of a new training program for library staff in order to cultivate an environment of service excellence. S/he must use good judgment in discerning how to resolve any issues and know when/how to escalate them. S/he will need to partner with the library’s Evening/Weekend Access Services Librarian to achieve consistency between day staff and evening staff regarding service policies, procedures, and message, in addition to ensuring similar levels of overall service quality.
The successful candidate will be asked to serve as the system administrator for one or more of the following systems: Ex Libris Alma (Fulfillment configuration), EMS (room-booking software), When to Work (scheduling software), and Gimlet (question tracking software).
Qualifications:
- MLS from an ALA accredited program and at least two years of related experience, preferably in an academic library delivering a broad range of customer services to a diverse user population.
- The ability to think creatively and problem solve effectively, working in a collaborative fashion with a team of colleagues. Excellent organizational, analytical, planning, interpersonal, oral, and written communication skills.
- Successful experience hiring, training, and evaluating personnel.
- Must have a strong commitment to diversity.
- Must be innovative, self-motivated, service-oriented, and resourceful.
- Knowledge of new and emerging information technologies, instructional and research methodologies, and trends in academic libraries, scholarly communication, and higher education.
- Experience in system administration and/or management a strong plus.
About applying
To apply, visit: http://www.northeastern.edu/
Applications will be reviewed promptly; first consideration will go to those received by November 20, 2015, though applications will continue to be accepted until the position is filled. Candidates must provide a cover letter, resume, and the names and contact information for three references. References will only be contacted for individuals under serious consideration.