Manager, Operations & User Services

George Brown College; Toronto; Hybrid; CAD 104,000 - 123,000; Full time

Job summary

A polytechnic institution in Toronto is seeking a Manager for Operations & User Services to lead daily services within the Library Learning Commons. Responsibilities include managing front-line services, overseeing policies, and developing user-friendly technology platforms. Qualified candidates should have a Master's degree in Library & Information Science and at least five years of supervisory experience in an academic library. The role offers a competitive salary and a hybrid work environment.

Benefits

Competitive pension plan

Generous holiday and vacation time

Tuition assistance program

Discounted rates for Continuing Education courses

Qualifications

• Minimum five years of experience as a librarian with supervisory responsibility.
• Experience working in a diverse environment.
• Experience leading a team in a unionised environment.

Responsibilities

• Manage front-line services within Library Learning Commons.
• Develop and maintain a user-friendly website and web applications.
• Oversee front-desk operational policies and procedures.

Skills

Leadership skills

Excellent communication

Knowledge of network and server operating systems

Ability to collaborate

Education

Masters degree in Library & Information Science

Job description

Competition Number: REQ 7190

Title: Manager, Operations & User Services

Division: Library, Learning & Assessment Centres

Salary: Payband 11, $104,000 to $122,385 annually

Hours per week: 37.5

Location: 51 Dockside Drive

Work Modality: Hybrid

Status: Full-Time Admin

Vacancy: Replacement

Effective Date: Immediately

Closing Date: Open until filled.

Land Acknowledgement: George Brown Polytechnic is located on the traditional territory of the Mississaugas of the Credit First Nation and other Indigenous peoples who have lived here over time. We are grateful to share this land as treaty people who learn, work, and live in the community with each other.

Equity Statement: George Brown Polytechnic is committed to creating and sustaining an equitable and inclusive learning and working environment. We encourage and actively seek applications from Indigenous, Black, racialised people, visible minorities, 2SLGBTQIA+ persons, all genders, and persons with disabilities.

GBP Vision: To be a polytechnic renowned for its inclusion, excellence, relevance, impact, and leadership.

Position Description

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 college’s 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 follow 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.

Educational and Experience Requirements

• Masters degree from a recognized post‑secondary institute in Library & Information Science from an ALA (American Library Association) accredited program.
• Minimum five (5) years of experience as librarian with supervisory responsibility in an academic library with particular experience with technical services and web application.
• Experience working and leading in a diverse environment.
• Experience working and leading a team in a unionised environment.

Skills and Attributes

• Knowledge of network and server operating systems within a library.
• Currency in knowledge of technology‑based student lending programs.
• Broad leadership skills managing a diverse team of experienced individuals.
• Excellent communication, collaboration, teamwork, and interpersonal skills.
• Demonstrated commitment to uphold the Polytechnic’s priorities on diversity and equity.
• Able to travel between campuses on a frequent basis.

Interview process may consist of a practical skills component.

Notes

• The Polytechnic requires proof of degrees, credentials, or equivalencies from accredited regional or federal post‑secondary institutions and/or their international equivalents. Credentials may require validation at the time of interviews or offer.

About Us

George Brown Polytechnic prides itself on educating students through real‑world learning, in the heart of Toronto. Our faculty and employees make this vision a reality, and we support them by making George Brown a great place to work. See why we are consistently ranked as one of GTA’s top employers.

Why work here?

George Brown Polytechnic offers hybrid work opportunities, a competitive pension plan, generous holiday and vacation time, a tuition assistance program, discounted rates for employees taking Continuing Education courses, and an equitable work environment where everyone matters.

George Brown Polytechnic is committed to accommodating applicants with disabilities throughout the hiring process, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). Candidates who require accommodation in the hiring process may contact [e-mail] confidentially.

Notice Regarding Employment Postings and Recruitment Fraud

If you become aware of any job postings or employment opportunities advertised on external websites that are not currently listed on George Brown Polytechnic employment website, please report them to [e-mail].

George Brown Polytechnic maintains a no‑fee recruitment policy. At no time will George Brown request payment, fees, or financial information from applicants as part of the recruitment or hiring process. Applicants are advised to remain vigilant of recruitment‑related scams and to rely only on official George Brown communications and postings published on our official employment website.