Public Services Manager

The Public Services Manager is a leader who models excellence in library customer service. Leading a team of five permanent and six casual library assistants, the Public Services Manager is responsible for scheduling and performance management of front-desk staff, as well as providing customer service on desk and throughout the library. The ideal candidate will have experience scheduling staff with varying shifts, providing customer service in a library setting, and training and performance managing library staff.

This position reports to the Deputy Director and is a key member of the leadership team.

• This is a permanent full-time position at 35 hours per week
• Salary range is $65,000 - $75,000 based upon the successful candidate’s qualifications and relevant experience
• Extended health and dental coverage
• One week of management paid time-in-lieu
• Sick leave
• Participation in the Local Authorities Pension Plan (LAPP)
• Professional development opportunities are supported and encouraged

• Providing and modeling excellent customer service to library patrons.
• Effectively scheduling staff and assigning tasks to library assistants.
• Recruiting, coaching, mentoring, and training staff to provide reference services, informed referrals, reader’s advisory and assistance in using technology and digital resources.
• Training staff to use the ILS to perform account and circulation functions.
• Creating, assessing and implementing improvements to procedures and workflows.
• Training staff in library policy and procedure.
• Resolving customer service issues escalated to management.
• Monitoring the safety, security and cleanliness of the library space.
• Evaluating, supervising and conducting performance management of public service staff.
• Communicating to the Director potential policy adjustments, staffing models, and budgetary needs based on service trends.
• Working with patrons and colleagues in a manner that supports the vision, mission and values of SPPL.
• A commitment to upholding the Canadian Federation of Library Associations’ position statements on Intellectual Freedom and Diversity and Inclusion.

• An MIS/MLIS from an ALA accredited program, LIT diploma, or undergraduate degree.
• Must be able to lift, push and pull library materials, bins and carts up to 50 lbs.
• Must be able to bend or crouch to shelve materials.
• Must be able to walk or stand for up to four hours at a time.

• A minimum of three years’ work experience in a library.
• A minimum of two years' experience in a position with supervisory responsibilities, including scheduling and performance management. This could include supervising practicum students, summer workers or student staff.
• Customer service experience in a public library setting.
• Superior proficiency with account and circulation functions in an Integrated Library System (Polaris Leap preferred).
• Proficiency with Microsoft Office, web-based services, and other applications.
• Knowledge of library resources (physical and digital).
• Experience in training, supervising and performance management of staff.
• Experience in change management, analytical problem solving and coaching staff is preferred.

• Must be eligible to work in Canada.
• Completion of a satisfactory Vulnerable Sector Check.