Library Services Professional III : Technology Lending Supervisor

Position Highlights

The University Libraries’ Access and Information Services (AIS) department seeks a Library Services Professional (LSP) to provide leadership for the technology lending and production programs. This includes providing overall support for daily operations, including investigating, implementing, and providing training content for all lending technology, oversight of the ongoing refresh budget(s), managing inventory, and all department service technology.

The LSP ensures daily operations are adequately resourced and provides technology operations feedback to staff and students working at the front-line service desks. They supervise two staff who oversee daily front-line technology operations, including the Learning Studios and 3D printing services, and ensure adherence to library and university policies and procedures. They serve as liaison with campus technology partners, budget officers, IT staff, supervisors, and operational leads in support of the development and implementation of technology models, training content, follow up on incidents impacting daily operations, and may serve on both departmental and library-wide projects and assignments.

The LSP provides excellent customer service in coordinating activities at various public service sites, working in a fast-paced environment for the purpose of supporting efforts to create an environment conducive to academic and scholarly endeavors in the various libraries. The incumbent in this position assists customers with basic research needs, providing information, reference, technology, and circulation assistance that facilitates customer access to the collections of the University of Arizona Libraries.

The LSP performs all work necessary to meet the changing needs of the Libraries’ customers. As a result of those needs, work patterns and schedules may change.

CHARACTERISTIC DUTIES

• Oversees equipment lending and 3D printing services, including training and coordination of issues at multiple libraries across campus. This includes budget forecasting, purchase recommendations, inventory, storage, and security control; initial response to routine problems; damage assessment re: wear and tear versus customer responsibility for damage; liaison with library IT support; assessment and benchmarking for policy/procedure changes; provide software and technology support and training for library staff, part-time student employees and library customers; directing the work of other staff who support equipment lending.
• Supervises and directs the work of 2 full-time staff and manages other staff, student workers, and temporary employees as needed within the department’s Technology Unit. This includes hiring, onboarding, training, and ongoing performance management. Provides mentoring and coaching to staff to create an environment in which goals can be achieved and career development is fostered.
• Represents Libraries or department in University, Library wide, and department meetings and trainings as appropriate.
• Serves as a member of the department leadership group that collaboratively reviews and implements changes in team structure ensuring that policies and work expectations efficiently and effectively accomplish AIS and Libraries objectives.
• Collaborates with the Information and Training Unit for staff and student employee technology competency and training development.
• Coordinates technology support for library One-Button and other Learning Studios, including serving as a liaison to campus and library IT staff to troubleshoot issues.
• Serves as a liaison with budget officers, supervisors, and other operational leads in support of the development and implementation of staffing models, training content, and follow up on incidents involving disruptive behavior or criminal activities.
• Provides customers with reference, technology and circulation assistance (in-person, online via chat, phone and email), including locating library information, resources, materials and services; negotiating overdue accounts and answering billing and collections questions; troubleshooting software, computers, laptops, projectors and other emerging technology; directing the work of student employees who assist with this work; and liaison with the information technology department supporting the Libraries , as needed, to resolve library equipment problems.
• Keeps informed of departmental regulations, policies, and procedures.
• Facilitates meetings and makes presentations as needed.
• Participates in decision making through serving as a member of the department leadership group. This includes shared responsibility for data collection, needs assessment and analysis to demonstrate quality of work and to continually improve customer access.
• The UA Libraries support the UA’s diversity and inclusiveness strategic initiatives designed to create an inclusive environment for all faculty, staff, and students.  The candidate is expected to support diversity and inclusiveness efforts in the department and college.
• Other duties as assigned.

KNOWLEDGE, SKILLS, & ABILITIES

• Skill in the application of supervisory practices, principles, and techniques.
• Ability to create training documentation that meets desired outcomes.
• Leadership skills, including evidence of excellent initiative, organization and time management skills.
• High degree of computer/digital fluency (hardware/software). This includes knowledge of selection, installation, maintenance, troubleshooting, and supporting computers and associated peripheral hardware.
• Ability to keep abreast of emerging standards by monitoring trends and learn to use physical and virtual maker technology such as 3D printers/scanners and virtual reality.
• Knowledge of library reference resources (i.e., library catalog, indexes, search engines, print resources, etc.) and their appropriate use, including understanding the difference between primary and secondary resources.
• Excellent customer service skills, including the ability to collaborate with peers to meet customers’ needs and ensure customer satisfaction.
• Ability to think holistically and respond to user needs by carefully analyzing information in support of continual service improvement.
• Ability to understand and apply policies and procedures, including the ability to resolve situations using trauma-informed-driven enforcement of policies.
• Ability to handle difficult customer interactions.
• Ability to maintain appropriate security and confidentiality of information created or encountered in the performance of assigned duties.
• Excellent observation skills and high level of attention to detail.
• Excellent interpersonal and communication skills, both written and verbal.
• Ability to perform duties independently under general supervision.
• Good judgement and solid analytical and problem-solving skills, including the ability to think holistically and respond to user needs by carefully analyzing information in support of continual service improvement.
• Ability to work in a highly collaborative and inclusive environment, one that values and leverages the benefits of diverse perspectives.
• Positive attitude and strong demonstration of Our Values: Collaboration, Continuous Learning, Diversity, Innovation, and Integrity.

Minimum Qualifications

• Master’s degree.
• 3 years of relevant work experience, or equivalent combination of education and work experience.

Preferred Qualifications

• Experience managing daily operations of a technology work unit.
• At least one year of supervisory experience. This includes hiring, onboarding, scheduling, training, performance management, approving payroll, and developing and tracking wage budget.
• Experience leading the selection, installation, maintenance, troubleshooting, and supporting computers and associated peripheral hardware.
• Experience responding to customer inquiries using automated systems (i.e., LibApps/Springshare and ServiceNow).
• Experience with issues pertaining to circulation and library code of conduct procedures.
• Experience searching integrated library systems and record interpretation (i.e., Ex Libris Alma/Primo).
• Experience providing reference assistance utilizing the usage of various research methodologies and online databases.
• Experience with the most current version of Microsoft Office suite.
• Experience gathering and analyzing internal and external data.