Service Desk Supervisor, Mt. Ida Wadsworth Library (Newton MA)

Posted March 19, 2024

Date: March 25, 2024 – December 27, 2024

Schedule:

Spring and Fall semesters: Mon – Thu: 12pm – 8pm, Fri. 9am – 5pm
Summer (May 20 – August 30): Mon – Fri: 9am – 5pm

Pay Rate: $17.50 per hour

Description:

This temporary full-time position (37.5 hours per week) will be responsible for providing assistance to users concerning patron account inquiries, circulating materials, library collections and policies and lending activities during scheduled shifts in the Wadsworth Library at the Mt. Ida Campus of UMass Amherst.

Responsibilities:

Respond to patron inquiries online, by phone and in-person during each shift, refer to appropriate library staff as needed for expert assistance.
Provide basic technology support. Assist users in the effective use of printers and copiers.
Provide in-person and on-call assistance to users concerning patron account inquiries, circulating materials, collections, services and policies and lending activities during scheduled shifts.
Provide assistance using library discovery tools, subject and course guides in response to complex patron questions. Assist users with requesting library materials. Direct users to subject liaison librarians.
Assist in maintaining the Wadsworth collection.
Clearly communicate emerging issues and notable events through daily end-of-shift reports.
Monitor the physical facility. Report facility issues to Mt. Ida campus Facilities Director using the campus facilities ticketing system.
Perform processing of state, alumni and proxy borrower card applications and create or update patron records in the Library Service Platform System.
Perform processing of patron-requested materials as directed.

Qualifications:

Working knowledge of methods, materials, and technologies used in libraries. Knowledge of Library Service Platform systems preferred.
Considerable Library service and/or customer service experience is required along with a high ability to interact with users (in-person and online) graciously and tactfully.
Prior supervision experience. Supervision of student employees and interns is applicable.
Ability to read, write, thoroughly comprehend and speak the English language.
Ability to clearly explain policies, processes and procedures tactfully and professionally.
Ability to establish and maintain harmonious working relationships with others.
Ability to communicate effectively orally and in writing.
Excellent organizational and interpersonal skills.
Act independently to supervise Library service operations and student staff as assigned, and to open/close the Wadsworth Library during assigned shifts according to established procedures to maintain an atmosphere that is safe, comfortable, and conducive to study and research.

Minimum Entrance Requirements:

Supervisory experience (can include supervision of student employees and interns) involving training, oversight, and assignment of work in a fast-paced, technology-intensive service setting.
Successful prior experience in a position requiring excellent interpersonal and customer service skills.
Experience using word processing, spreadsheet, email, chat, and web-based software applications.

How to Apply

Apply through this link: https://bibliotemps.com/jobs/?postid=X5rcszgOzgE