Access Services Manager

Colorado State University; United States; On-site; USD 55,000 - 65,000; Full time

Job summary

Colorado State University is seeking an Access Services Manager for Morgan Library in Fort Collins. You will supervise ~25 student staff, oversee circulation operations, and use library systems to improve user experiences.

The role focuses on welcoming, inclusive service and collaboration with library teams. The position requires strong communication skills, a background in supervision, and a commitment to professional development and safety.

Qualifications

• Bachelor's degree or equivalent experience required with supervisory background.
• Excellent communication and interpersonal skills.
• Proven ability to resolve complex customer inquiries with diplomacy and empathy.

Responsibilities

• 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 and safe, welcoming access to resources.
• Recruits, hires, trains, schedules and mentors student employees to ensure high-quality service.
• Onboards and develops staff, conducts evaluations, and addresses performance issues with HR support.
• Supports risk management through staff training in de-escalation and coordination with campus safety.
• Manages circulation operations and resolves higher-level customer service issues using ILS knowledge.
• Uses ILS and data to evaluate and improve library services and processes.
• Collaborates with Access Services colleagues to implement improvements and training.
• Pursues relevant professional development opportunities and participates in library task forces.

Skills

Supervisory experience

Customer service

Communication skills

Team leadership

De-escalation

Education

Bachelor's degree

High School diploma + 5 years experience

Tools

Microsoft Office

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 Sunday, November 29th 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

Required Application Documents

To apply, please upload the following applicant documents. Ensure your materials fully address the required and preferred job qualifications of the position. Please note, applicants may redact information from their application materials that identifies their age, date of birth, or dates of attendance at or graduation from an educational institution. Cover Letter, Resume/CV

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. Explore the additional perks of working at CSU here. For the total value of CSU benefits in addition to wages, use our compensation calculator. Lastly, click here for more information about why Fort Collins is consistently ranked in the top cities to live in!

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. Prospective Employees, click here to learn more about CSU's perks and purpose. Current employees will need to apply for jobs in Workday.