Access Services Manager: Student Experience Leader

Colorado State University; Fort Collins (CO); Presencial; USD 55 000 - 65 000; Tempo integral

Resumo da oferta

Colorado State University is seeking an Access Services Manager in Fort Collins to supervise Morgan Library’s public service operations and a team of student employees. You will oversee hiring, training, scheduling, and performance coaching while collaborating with campus partners to deliver accessible services.

The role emphasizes risk management, data-driven service improvements, and a welcoming, inclusive environment in a busy library setting.

Qualificações

• 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.

Responsabilidades

• Supervises approximately 25 student employees who staff Morgan Library’s public service point during all open hours 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.

Conhecimentos

Supervisory experience

Customer service

Communication skills

Inclusive environment

Formação académica

Bachelor’s degree OR HS diploma + 5 years related work experience

Ferramentas

Microsoft Office (Word, Excel, Outlook, Teams)

Descrição da oferta de emprego

Colorado State University is seeking an Access Services Manager in Fort Collins to supervise Morgan Library’s public service operations and a team of student employees. You will oversee hiring, training, scheduling, and performance coaching while collaborating with campus partners to deliver accessible services.

The role emphasizes risk management, data-driven service improvements, and a welcoming, inclusive environment in a busy library setting.