Manager, Operations & User Services

The Manager, Operations and User Services reports to the Senior Manager, Library Services and provides leadership for the day-to-day operational delivery of front-line services within the College’s integrated Library Learning Commons (LLCs). The position is responsible for ensuring consistent, high-quality user services across all service points, with particular accountability for front-desk operations, user service staffing models, public space functionality, and access to loanable and in-house technology.

Key Responsibilities:

• Jointly with Sr. Manager, Library Services plans organizes, implements and manages integrated LLC services and systems including Help desk functions, circulation, user support, photo-ID, technical support and programming, facility design and virtual services.
  
• Plans, organizes, implements and manages the colleges’ photo-ID services for both students and staff, and facilitates one-card applications with other departments and vendors.
  
• Develops, updates, supervises and maintains a user-friendly website, web applications, and library services platform that meets accessibility and professional library standards.
  
• Plans, organizes, develops and ensures that LLC computer networks and systems that integrate all learning resources meet the polytechnic’s strategic direction and follows ITS direction on device and platform procurement & management, and security.
  
• Oversees all front-desk operational policies and procedures, including circulation, access, fines and fees, customer service standards, incident response, and service recovery.
  
• Leads the planning, coordination, and continuous improvement of physical service environments and user-facing operations to support student learning, accessibility, and engagement
  
• Leads the planning, management, and evaluation of the Library’s technology access environment, including loanable equipment (e.g., laptops, peripherals, and other user technology), in-house technology, and service-point hardware.
  
• Monitors service effectiveness through data, feedback, and observation, and implements continuous service improvements based on evidence and user needs.
  
• Maintains a high-level of performance by recruiting, selecting, developing and evaluating user services staff, The incumbent also ensures that the team is knowledgeable about departmental, divisional, and college goals and strategies.
  
• Remains current in technology and trends specifically in the area of libraries and learning technology and platforms. Understands and suggests possible applications and integration between existing and new technology.
  
• Other duties as assigned.