Access Services Manager

Colorado State University; Fort Collins (CO); On-site; USD 55,000 - 65,000; Full time

Job summary

Colorado State University in Fort Collins is seeking an Access Services Manager to oversee a busy Morgan Library public service point, supervise ~25 student employees, hire/training, and improve operations using library systems and data.

The role emphasizes high-level customer service, collaboration with staff, and building an inclusive, welcoming environment while supporting building safety and operations.

Qualifications

• Bachelor’s degree or 5 years related work experience, including 2 years in a supervisory role.
• Excellent communication and interpersonal skills are required.
• Demonstrated ability to resolve complex customer inquiries with diplomacy and empathy.

Responsibilities

• Supervises approximately 25 student employees who staff the public service point during all open hours.
• Recruits, hires, trains, schedules and mentors student employees and coordinates onboarding and evaluations.
• Supports risk management with staff training in de-escalation and coordination with campus safety.
• Manages library circulation operations and resolves complex customer service issues requiring higher-level review.

Skills

Supervisory experience

Customer service

Communication

De-escalation

Education

Bachelor’s degree or 5 years related work experience (2 in supervisory role)

Tools

Integrated Library System (ILS)

MS Office (Word, Excel, Outlook, Teams)

Job description

Fort Collins, CO

Full time

Job Description

Position Summary:

The Access Services Manager supervises student employees and oversees operations at a busy public service point in Morgan Library, the second-busiest building on the CSU-Fort Collins campus. This position is responsible for providing high-level customer service and support; hiring, training and supporting a group of highly engaged student employees; managing circulation operations; and using library systems and data to continually improve operations. The manager works collaboratively with other library staff to explore and improve user experiences, support building operations and safety, and build a welcoming, engaging, and inclusive environment.

Full Consideration Date: please apply by Friday, November 6th at 11:59pm (MT).

Essential Job Duties:

• Supervises approximately 25 student employees who staff Morgan Library's public service point during all open hours (111-120 hours/week) to support student success, facilitate access to resources and spaces, and ensure that the library provides a safe and welcoming environment for all users.
• Recruits, hires, trains, schedules and mentors student employees to ensure a high level of customer service and user support. Facilitates onboarding and professional development, conducts evaluations, and works with HR to address performance issues.
• Supports risk management by ensuring that staff are trained in de-escalation of user incidents, coordination with CSUPD and other campus agencies, facilities safety and reporting, and more.
• Manages library circulation operations, including physical materials and technology, and resolves customer service issues requiring higher-level review.
• Uses knowledge of the Integrated Library System (ILS) and best practices to evaluate and improve library services, and analyzes data to identify potential improvements.
• Collaborates with Access Services colleagues to evaluate operations, develop guidelines and training materials, and implement improvements.
• Identifies and pursues relevant professional development opportunities and participates in library task forces and advisory groups.

Supervision:

• Supervises approximately 25 student employees who staff Morgan Library's public service point during all open hours (111-120 hours/week).

Minimum Qualifications:

• Bachelor’s degree in any area, OR
• High School diploma (or GED) plus 5 years related work experience, including 2 years in a supervisory role (in lieu of the degree).
• Minimum 2 years of supervisory experience. Experience supervising student employees in an academic setting is preferred.
• Excellent communication and interpersonal skills.
• Demonstrated ability to resolve complex customer inquiries and de-escalate sensitive customer service issues with diplomacy, empathy, and sound judgment.
• Proven track record of modeling an inclusive, welcoming environment while training, mentoring, and empowering staff to apply policies consistently, equitably, and with a user-focused mindset.
• Proficiency in Microsoft Office tools including Word, Excel, Outlook and Teams.

Salary Range

$55,000 – $65,000

Employee Benefits

Colorado State University is not just a workplace; it’s a thriving community that’s transforming lives and improving the human condition through world-class teaching, research, and service. With a robust benefits package, collaborative atmosphere, and focus on work-life balance, CSU is where you can thrive, grow, and make a lasting impact.

• Review our detailed benefits information here. (http://hr.colostate.edu/wp-content/uploads/sites/25/2021/01/benefits-summary-afap.pdf)
• Explore the additional perks of working at CSU here.
• For the total value of CSU benefits in addition to wages, use our compensation calculator. (http://hr.colostate.edu/total-compensation-calculator/)

Background Check Policy Statement

Colorado State University strives to provide a safe study, work, and living environment for its faculty, staff, volunteers and students. To support this environment and comply with applicable laws and regulations, CSU conducts background checks for the finalist before a final offer. The type of background check conducted varies by position and can include, but is not limited to, criminal history, sex offender registry, motor vehicle history, financial history, and/or education verification. Background checks will also be conducted when required by law or contract and when, in the discretion of the University, it is reasonable and prudent to do so.

EEO

Colorado State University (CSU) provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Inspired by its land-grant heritage, Colorado State University is committed to excellence and engagement, setting the standard for public research universities in teaching, research, service and extension for the benefit of the citizens of Colorado, the United States, and the world.