Common Services Supervisor, University Libraries

The Pennsylvania State University; State College (Centre County); On-site; USD 49,188 - 71,340; Full time

Benefits offered by this job

Tuition discount 75%

Benefits package

Job summary

The Pennsylvania State University is seeking a Common Services Supervisor to lead frontline staff at Penn State's Pattee Library and Paterno Library, ensuring high-quality customer service and connected operations.

Reporting to the Manager of Common Services, this on-site role oversees hiring, scheduling, and staff development while coordinating with campus partners to maintain smooth operations and effective communication.

Qualifications

• Experience contributing to personnel management functions such as training, scheduling, workflow coordination, and providing frontline day-to-day support to team members.
• Proven ability to deliver high-quality customer service in a dynamic public-facing environment.
• Effective verbal and written communication skills, including active listening skills; inclusive and respectful when working with others.
• Ability to collaborate effectively with colleagues across departments to ensure accurate, responsive, and high-quality customer service.
• Demonstrated teamwork experience, with the ability to work both independently and as part of a team, while effectively sharing information and supporting common goals.
• Demonstrated accountability, initiative, and sound decision-making in managing responsibilities.
• Ability to prioritize, manage multiple tasks, and adapt to changing priorities in a dynamic work environment.
• Experience using AI platforms, specifically related to customer service environments.
• Experience using Microsoft Office 365 applications, including Teams, SharePoint, Outlook, Word, and Excel.

Responsibilities

• Supervise, train, and support staff across multiple library service points to ensure consistent operations and customer service.
• Develop onboarding programs, training materials, and ongoing professional development in customer service and research support.
• Manage hiring, scheduling, payroll, evaluations, and staff development while maintaining service coverage.
• Facilitate staff communication, lead meetings, and foster a collaborative work environment.
• Provide comprehensive customer service, including reference and circulation support, resolving patron issues, and guiding use of library resources.
• Collaborate with campus partners and internal departments to maintain smooth operations and effective communication.
• Maintain and troubleshoot operational systems and technologies to support public services.
• Respond to emergency situations, ensure compliance with procedures, and coordinate facility maintenance.
• Interpret and enforce policies, manage exceptions, oversee financial processes, and contribute to planning and improvements.

Skills

Personnel management

Customer service

Verbal & written communication

Collaboration across departments

Teamwork

Decision making

Prioritization & multitasking

Experience with AI platforms

Microsoft Office 365

Education

Bachelor's Degree

Tools

Library circulation systems

Springshare LibAnswers / LibCal / LibGuides

Job description

POSITION SPECIFICS

The University Libraries is seeking Common Services Supervisor to lead frontline staff in delivering high-quality customer service atPenn State'sPattee Library and Paterno Library.

Reporting to the Manager of Common Services,theCommon Services Supervisoris part of a supervisory team responsible for the day-to-day frontline operations of first-floor service points, where staff connect users to a wide range of library services and resources.

Responsibilities include but are not limited to:

• Supervise, train, and support part-time, student, and full-time employees across multiple library service points to ensure consistent, high-quality operations and customer service.
• Develop and deliver onboarding programs, training materials, and ongoing professional development in customer service, policies, and research support, while considering current AI in academic libraries.
• Manage hiring, scheduling, payroll, performance evaluations, and staff development whilemaintainingservice coverage.
• Facilitate staff communication, lead meetings, and foster a collaborative and supportive work environment.
• Provide comprehensive customer service, including reference and circulation support, resolving patron issues, and guiding use of library resources.
• Collaborate with campus partners and internal departments tomaintainsmooth operations and effective communication.
• Maintain and troubleshoot operational systems and technologies to support public services.
• Respond to emergency situations, ensure compliance with procedures, and coordinate facility maintenance.
• Interpret and enforce policies, manage exceptions, oversee financial processes, and contribute to operational planning and improvements.

Important Note:The typical schedule for this position is from the late morning to the evening hours and will include one weekend day. This is a fully on-site position.

Required Qualifications:

• Experience contributing to personnel management functions such as training, scheduling, workflow coordination, and providing frontline day-to-day support to team members
• Proven ability to deliver high-quality customer service in a dynamic public-facing environment
• Effectiveverbal and written communication skills, including active listening skills; inclusive and respectful when working with others.
• Ability to collaborate effectively with colleagues across departments to ensureaccurate, responsive, and high-quality customer service
• Demonstrated teamwork experience, with the ability to work both independently and as part of a team, while effectively sharing information and supporting common goals
• Demonstrated accountability, initiative, and sound decision-making in managing responsibilities
• Ability to prioritize, manage multiple tasks, and adapt to changing priorities in a dynamic work environment
• Experience using AI platforms, specifically related to customer service environments
• Experience using Microsoft Office 365 applications, including Teams, SharePoint, Outlook, Word, and Excel.

Preferred Qualifications:

• Prior supervisory experience, including employee hiring, scheduling, performance management, coaching, and staff development
• Demonstrated leadership style that promotes collaboration, accountability, communication, and employee engagement
• Experience facilitating team-building activities and fostering a collaborative, supportive work environment
• Experience using library circulation systems and library catalogs
• Experience using Springshare products (e, g, LibAnswers, LibCal, LibGuides, or related applications)

MINIMUM EDUCATION, WORK EXPERIENCE & REQUIRED CERTIFICATIONS

Bachelor's Degree6+ years of relevant experience; or an equivalent combination of education and experience acceptedRequired Certifications:None

Applicants mustsubmita cover letter addressing their interest and relevant experience, in addition to a resume.

Additional Information:

The Common Services Supervisor will work on-site at Penn State's University Park campus.

The typical hours of this position are subject to change according to departmental needs (e, g, changes in library hours over breaks and holiday periods).

BACKGROUND CHECKS/CLEARANCES

Employment with the University will require successful completion of background check(s) in accordance with University policies.Penn State does not sponsor or take over sponsorship of a staff employment Visa. Applicants must be authorized to work in the U.S.

SALARY & BENEFITS

The salary range for this position, including all possible grades, is $49,188.00 - $71,340.00.

Salary Structure - Information on Penn State's salary structure

• Penn State provides a competitive benefits package for full‑time employees designed to support both personal and professional well‑being.
• In addition to comprehensive medical, dental, and vision coverage, employees enjoy robust retirement plans and substantial paid time off which includes holidays, vacation and sick time.
• One of the standout benefits is the generous 75% tuition discount, available to employees as well as eligible spouses and children.

For more detailed information, please visit our Benefits Page.

CAMPUS SECURITY CRIME STATISTICS

Pursuant to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act and the Pennsylvania Act of 1988, Penn State publishes a combined Annual Security and Annual Fire Safety Report (ASR). The ASR includes crime statistics and institutional policies concerning campus security, such as those concerning alcohol and drug use, crime prevention, the reporting of crimes, sexual assault, and other matters. The ASR is available for review here.

EEO IS THE LAW

Penn State is an equal opportunity employer and is committed to providing employment opportunities to all qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If you are unable to use our online application process due to an impairment or disability, please contact 814-865-1473.

Penn State is committed to and accountable for advancing equity, respect, and belonging. We embrace individual uniqueness, as well as a culture of belonging that supports equity initiatives, leverages the educational and institutional benefits of inclusion in society, and provides opportunities for engagement intended to help all members of the community thrive. We value belonging as a core strength and an essential element of the university's teaching, research, and service mission.

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