Access Services Manager

Mecklenburg County Government; Charlotte (NC); On-site; USD 54,000 - 68,000; Full time

Job summary

Mecklenburg County Government’s Charlotte Mecklenburg Library seeks an Access Services Manager to lead the Main Library’s Access Services Department. This role directs a combined staff of full- and part-time library assistants, guides daily operations, and ensures welcoming service aligned with library goals.

The position requires supervisory experience, strong customer service, and collaboration with multiple departments to support community-centered services.

Qualifications

• Experience: Minimum of one year of library service and administrative experience with prior supervisory and customer service experience.
• Education: High School Diploma or equivalent.
• Preferred: Three years of library experience with supervisory roles; Bachelor’s degree preferred; strong customer service and leadership skills; experience coordinating staff and programs.

Responsibilities

• Provide oversight and supervision within the Main Library’s Access Services Department; supervise 6 full-time and 6 part-time Library Assistants.
• Serve as Manager-on-Duty for Main Library; oversee facility operations including safety and maintenance.
• Collaborate with other department leaders to launch and develop services that reflect diverse urban needs.
• Respond to inquiries; act as liaison with customers, staff and management; use Polaris to access accounts.
• Resolve customer complaints; negotiate fee reductions or holds as needed.
• Plan staffing, interview, hire, and evaluate staff; address personnel issues per HR policies.
• Oversee daily fiscal transactions and cash reconciliation.
• Perform circulation duties: shelving, weeding, holds, and reports generation.
• Provide research assistance to customers for information access.
• Support Main Library volunteers and coordinate trainings and orientations.
• Participate in meetings and committees to share service information and opportunities.

Skills

Supervisory experience

Customer service

Communication skills

Public library experience

Education

High school diploma

Bachelor’s degree preferred

Job description

Access Services Manager

Charlotte Mecklenburg Library

Salary Range $54,361.60 - $67,952.00

This is an exempt (salaried) position. Pay rates are based on education, skill, experience level and internal equity. Internal equity considerations include an assessment of the applicant’s salary history and qualifications in comparison to the market rate and requirements for the job.

Location:

Main Library
310 N.Tryon St.
Charlotte NC 29202

Temporary WorkLocation:

Library Administration Center
510 Stitt Rd.
Charlotte NC 28213

CharlotteMecklenburg Libraryis one of America’s leading urban public libraries,serving one of the country’s great emerging metropolitan areas in NorthCarolina. Our library system serves a community of approximately one millioncitizens in the city of Charlotte and the towns of Matthews, Pineville, MintHill, Davidson, Cornelius, and Huntersville – all located in MecklenburgCounty. Accessible and welcoming to all, our library celebrates the joy ofreading, fosters learning and growth, connects people to each other and theworld, and inspires individuals with what they can achieve. Through our 20locations, online, and through targeted outreach, we deliver exceptionallibrary services and programs with a mission to create a community of readersand empower individuals with free access to information and the universe ofideas.

About Main Library:

Main Library is Charlotte Mecklenburg Library’s (CML’s)flagship location and a unique cultural and civic destination situated in theheart of Uptown Charlotte. Spanning 115,000 square feet, the new Main Library –scheduled to open in Spring 2027 – is a transformative project envisioned as afuture-forward anchor for the community and a cornerstone of CML’s systemwidestrategic goals.
Main Library will serve as a public commons, connectingknowledge, culture and creativity through library programs, specializedservices and partner-delivered content. Co-located with the Theaters at SpiritSquare, this site is designed to be a vibrant, inclusive and multi-use hub withthe goal of strengthening public engagement, supporting economic opportunityand connecting community resources.

Schedule:

Rotating schedule: including 1-2 evenings per week and regular weekendrotations with Saturday and Sunday full-day shifts.

Position Summary

As a key member of the Main Library management team, the Access Services Manager leads staff in providing a welcoming and inclusive experiencefor visitors, promotion of the Library’s collections and services, and oversightof daily activities within the Access Services Department. The Access Services Manager will work closely with internal and external stakeholders to implementCML’s vision for community-centered service and cultural connectivity.

Essential Functions

• Provideoversight and supervision within the Main Library’s Access Services Department;serve as the direct supervisor for 6 full-time and 6 part-time LibraryAssistants; responsible for daily operations, staffing and alignment of thedepartment with the overall goals of Main Library.
• Serveas a Manager-on-Duty for Main Library; oversee facility operations includingsafety, security and maintenance in coordination with County departments andvendors.
• Workcollaboratively with other Main Library department leaders to support thelaunch and continued development of services and programs that reflect theevolving needs of a diverse urban population.
• Respondto inquiries; serve as Main Library’s liaison with customers, library staff andmanagement; use Integrated Library Systems software (Polaris) to create andaccess customer accounts.
• Resolvecustomer complaints and concerns; negotiate and authorize the reduction orcancellation of fees or administrative holds placed on delinquent accounts.
• Projectstaffing needs; plan and delegate work; interview, hire, assign and evaluatestaff; resolve personnel issues in alignment with Library HR policies.
• Provideoversight for fiscal transactions and record-keeping; responsible for dailycash reconciliation.
• Performcirculation activities such as collection maintenance, weeding, shelving,sorting, searching, retrieval of book drop, circulation reports preparation,and filling requests/processing holds.
• Provideresearch assistance to customers, helping them to gain access to both manualand computer-generated information.
• SupportMain Library volunteers, including docents and other specialty roles; assistwith volunteer trainings and orientation modules specific to Main Library; scheduleMain Library volunteers in coordination with other department leaders.
• Participatein a variety of meetings, committees and other related groups to communicateinformation regarding services, information resources, continuing educationopportunities and/or other pertinent information as appropriate.
• Pursueprofessional development by serving on committees, and attending meetings,workshops and conferences to maintain up-to-date knowledge and skills ofrelevant policies, procedures and technology.
• Collaboratewith Access Services Managers throughout CML to update training manuals, policydocuments, and other systemwide resources for library staff.
• SupportHR and the Assistant Director of Collections and Access in facilitating regulartrainings for library staff, including ILS software (Polaris), customer serviceand engagement, and new hire orientation.

Minimum Qualifications

• Experience: Minimum of oneyear of library service and administrative experience with prior supervisoryand customer service experience.
• Education: High SchoolDiploma or equivalent.

Preferred Qualifications

• Three (3) years of libraryexperience, including experience as a team lead or supervisor in a publiclibrary setting.
• Bachelor’s Degree preferred.
• Proven commitment to strongcustomer and community service.
• Demonstrated projectmanagement skills.
• Experience developing staffleadership skills and abilities.
• Demonstrated leadership infacilitating collaborative problem solving and group decision-making.

Knowledge, Skills, and Abilities

Knowledge of: Working knowledge selecting,training, and evaluating staff.

Setting priorities, andscheduling activities.

Maintaining reports andrecords.

Working knowledge of publiclibrary computer hardware and software applications (e.g., online databases)and how they are accessed and used by staff and patrons for the benefit oflocating materials in the collection.

Self-sufficiency withdigital competencies and technology skills and the ability to show others.

Skills: Excellent verbal,grammatical and written communication skills

Excellent interpersonal and customerservice skills

Excellent organizationalskills with attention to detail

Excellent time managementskills with attention to detail

Abilities: Building Partnerships:Identifying opportunities and taking action to build strategic relationshipsbetween one’s area and other areas, teams, departments, community groups ororganizations to help achieve business goals

Communication: Clearlyconveying information and ideas through a variety of media to individuals orgroups in a manner that engages the audience and helps them understand andretain the information provided

Decision Making: Identifying and understanding issues, problems andopportunities; comparing data from different sources to draw conclusions; usingeffective approaches for choosing a course of action or developing appropriatesolutions; taking action that is consistent with available facts, constraints,and probable consequence

Information Monitoring:Setting up ongoing procedures to collect and review information needed tomanage an organization or ongoing activities within it

Technical/ProfessionalKnowledge and Skills: Having achieved a satisfactory level of technical andprofessional skill or knowledge in position-related areas; keeping up withcurrent developments and trends in areas of expertise

Work Standards: Setting highstandards of performance for self and others; assuming responsibility andaccountability for successfully completing assignments or tasks; self-imposingstandards of excellence

Computer Skills

Excellent command of variouscomputer applications including Microsoft Office Suite

Work Environment

Works in an office settingwith moderate noise

Selection

This classification has been identified as having a role in the developmentofADA compliant technologies and for which the incumbent agrees tofollowCounty policies to the best of their abilities in order to meetthese obligations.

Reasonable Accommodations Statement

To accomplish this job successfully, an individual must be able to perform,with or without reasonable accommodation, each essential functionsatisfactorily. Reasonable accommodations may be made tohelp enablequalified individuals with disabilities to perform the essential functions.