Member Services Manager, Minuteman Library Network, Natick, MA

Under the direction of the Executive Director, the Member Services Manager is responsible for the implementation and support of Minuteman Library Network’s services; plans and manages the activities of the Department and provides technical support and training to member libraries; establishes goals, objectives, future plans and strategies based on the automation needs and requirements of member libraries: assesses current services and recommends changes for improvement; serves in place of the Executive Director in the absence of the Director.

Essential Duties and Responsibilities

Training, Support and Documentation

Oversees the training, technical support, documentation and promotional materials for member libraries for all core library applications of the Integrated Library System (ILS).

• Responsible for the regular communication with member libraries in the provision of troubleshooting and Helpdesk support. 
• Responsible for the design and scheduling of large and small group training sessions and workshops for library staff.
• Reviews training offerings regularly with members of the Minuteman staff and makes recommendations for improvements.
• Determines types of promotional materials required by members and oversees the development of them. 

Reports/Statistics

Oversees the production, collection and decimation of member library reports and statistics.

• Ensures that reports meet the needs of libraries and reporting agencies; designs new reports as needed by the members.
• Reviews current schedules and content of reports for effectiveness.
• Examines methods to improve the operations of reporting services.

Integrated Library System (ILS) and other Software Support 

In collaboration with the Systems Department, oversees all ILS and resource sharing applications supported by Minuteman.

• Acts as liaison between the software vendors, the Network, and libraries, requests and advocates for vendor service as needed.
• In collaboration with the Systems Department, tests new software releases, communicates new features and configures software as needed.
• In collaboration with the Systems Department and member library user groups to evaluate new software and services.
• Oversees the support of Minuteman’s participation in the Massachusetts Commonwealth Catalog.
• Oversees the support of Minuteman’s Overdrive service. 

Bibliographic Database Management

Oversees the building, quality control and ongoing maintenance of Minuteman’s bibliographic database including print, non-print, electronic/digital and non-traditional library materials.

• Supervises the cataloging and quality control activities and ensures the meeting of weekly and other deadlines for production. 
• Manages the use of OCLC and LTI Authority Control, and works to ensure the integrity of the bibliographic database. 
• Establishes centralized cataloging policies for the Network in coordination with Minuteman staff and member libraries. 

General

• Assumes the duties of the Executive Director in absence of same in overseeing daily operations and assigned duties.
• Makes recommendations and assists the Executive Director in budget preparation.
• Serves as a member of the management team and works with team members on strategic planning for the organization as requested.
• Assists in the planning and implementation of grant proposals.
• Participates in state, regional, and national professional organizations, and encourages and pursues professional development opportunities for Department staff.
• Keeps up-to-date on current library automation trends through professional literature, workshops, conferences, and interaction with professional peers.
• Participates in committees to foster communication between libraries and the Network in order to improve service, adjust policies, develop initiatives, or identify new services and technologies.
• Performs special projects and other related duties as required, directed, or as the situation dictates.
• Regular attendance at the workplace is required.

SUPERVISORY RESPONSIBILITY:

Recruits, supervises and evaluates (8) FTE Member Services Department staff.

EDUCATION & EXPERIENCE:

• Master’s Degree in Library/Information Science from an ALA accredited institution.
• Three to five years of increasingly responsible related experience in library operations in the areas of public and technical services and reporting.
• At least 3 years of supervisory experience. 

 QUALIFICATIONS:

• Expertise in all aspects of the Integrated Library System (ILS) that support core library operations.
• Demonstrated ability in planning, presenting, and communicating complex technical material.
• Proven customer service orientation.
• Experience and skill in planning and project management.
• Working knowledge of Windows, Microsoft Word, OCLC Connexion, text editors, FTP clients, and other software necessary for assigned duties.
• Proficiency in the use of MS Excel.
• Working knowledge of SQL.
• Ability to collaborate with individuals and groups.
• Ability to work independently and use professional judgment to solve problems.
• Ability to communicate clearly, both orally and in writing, and to collaborate with individuals and groups.
• Experience developing and delivering training.
• Familiarity with issues of consortia.