Common Services Supervisor, University Libraries

POSITION SPECIFICS

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 Librar y .

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.

• 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.

• 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.

• 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., Lib Answers, Lib Cal, Lib Guides, or related applications)

• Bachelor's Degree
• 6+ years of relevant experience; or an equivalent combination of education and experience accepted
• Required
  
  Certifications:
  
  None

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