Common Services Supervisor, University Libraries

Common Services Supervisor

The University Libraries is seeking a Common Services Supervisor to lead frontline staff in delivering high-quality customer service at Penn State's Pattee Library and Paterno Library.

Reporting to the Manager of Common Services, the Common Services Supervisor is 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 while maintaining service 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 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 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.

Qualifications

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
• 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.

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 Degree; 6+ years of relevant experience; or an equivalent combination of education and experience accepted. Required Certifications: None

Important Application Instructions:

Applicants must submit a 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).