Library Service Desk Manager

Job Number
Job Type
Regular Full-Time
Emory University Libraries
EUL: Access Services
This position may involve the following Health and Safety issues:
Not Applicable
Job Category
Library Services
Location : Name
Emory Campus-Clifton Corridor
Campus Location (For Posting) : Location

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Emory University is a leading research university that fosters excellence and attracts world-class talent to innovate today and prepare leaders for the future. We welcome candidates who can contribute to the diversity and excellence of our academic community.


Manages a library department or large unit which provides user services and/or access to materials. Oversees a variety of automated systems to carry out user service and other departmental transactions. Develops departmental goals and objectives. Establishes and interprets policies and procedures. Recommends actions to library administrators concerning the budget, staffing, equipment, supplies, and vendor services. Develops, conducts, and/or coordinates staff training programs.


Manage the work of the Library Service Desk, schedule and work closely with staff to establish work goals, ensure efficiency and consistency in workflows, plan and coordinate activities and projects, and problem-solve customer service issues

Manage reference services, scheduling of staff and supplemental subject liaison participation, transaction assessment and quality control to ensure exemplary and innovative reference services. Administer Springshare’s LibAnswers platform in support of virtual reference services. Assess transaction logs for quality, coach, and mentor staff to improve user services.


Supervise Library Service Desk staff including performance evaluations for direct reports, coaching to improve performance, and mentoring to facilitate growth. Offer hiring recommendations as appropriate. In collaboration with relevant stakeholders, communicate access and circulation policies to patrons and library staff; handle complex patron situations with tact, discretion, and equity.



  • Develop and administer ongoing staff training and corresponding documentation to ensure an inclusive and welcoming user experience
  • Engage in qualitative and quantitative assessment of library service desk statistics, completed on a weekly, monthly, quarterly, and annual basis
  • Identify user needs and gaps in service effectiveness and recommend actions to the Access Services Librarian to improve the user experience.
  • Staff public service points as needed to assist patrons with basic needs, including checkouts, returns, renewals, hold requests, Interlibrary Loan pickups/returns, account information, and equipment use.
  • Staff virtual reference services answering general reference questions and referring patrons to subject liaisons for advanced consultations when warranted.
  • Coordinate with Library Desktop Support to update, troubleshoot and resolve issues with service desk technology.
  • Provide directional assistance and general library and university information.
  • Act as backup for other staff as needed.
  • Train unit staff and others in new and changing standards relating to access services, use of related software and utilities
  • May develop and direct special projects as assigned and prioritized by the Access Services Librarian related to reference or user services.
  • Develop and communicate policies and procedures; conduct testing and/or training for workflows, resolves issues, creates, and maintains documentation and training materials.
  • Participate in library and university working groups, committees, and in professional development activities as needed to support the changing environment of the library and the academic community
  • Follow established policies, procedures, and precedent of the Unit in meeting organizational goals and objectives
  • Contribute to the Unit's efficiency and effectiveness through personal productivity, persistent teamwork, professional conduct, a positive attitude, and participation in solution processes
  • Understand and accept the change process and how it will impact daily activities; ability to change strategies/behaviors in response to changing priorities and conditions
  • Adapt to and learn new software to support innovation 


  • A bachelor's degree in a related field.
  • Four years of related experience which includes one year in a supervisory or lead position.
  • Positions in this classification require one or more of the following: computer skills, proficiency in a foreign language, or other special skills.



  • Demonstrated knowledge of emerging standards, trends utilized by access services staff in academic libraries.
  • Initiative and ability to analyze procedures, initiate suggestions and drive change to improve work efficiency and the user experience.
  • Experience with assessment of user services and data analysis tools to gather, organize, prepare and present data to inform departmental decisions.

NOTE: Position tasks are required to be performed in-person at an Emory University location; working remote is not an option. Emory reserves the right to change this status with notice to employee.

Emory Supports a Diverse and Inclusive Culture

Emory University is dedicated to providing equal opportunities and equal access to all individuals regardless of race, color, religion, ethnic or national origin, gender, genetic information, age, disability, sexual orientation, gender identity, gender expression, and veteran's status. Emory University does not discriminate in admissions, educational programs, or employment on the basis of any factor stated above or prohibited under applicable law. Students, faculty, and staff are assured of participation in University programs and in the use of facilities without such discrimination. Emory University complies with Executive Order 11246, as amended, Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veteran's Readjustment Assistance Act, and applicable executive orders, federal and state regulations regarding nondiscrimination, equal opportunity and affirmative action. Emory University is committed to achieving a diverse workforce through application of its affirmative action, equal opportunity and nondiscrimination policy in all aspects of employment including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training. Inquiries regarding this policy should be directed to the Emory University Department of Equity and Inclusion, 201 Dowman Drive, Administration Building, Atlanta, GA 30322. Telephone: 404-727-9867 (V) | 404-712-2049 (TDD).
Emory University is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. To request this document in an alternate format or to request a reasonable accommodation, please contact the Department of Accessibility Services at 404-727-9877 (V) | 404-712-2049 (TDD). Please note that one week advance notice is preferred.


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