DATE ENTERED: June 27, 2019
POSITION: Assistant Director for User Services
LOCATION: Newman Library, Virginia Tech, Blacksburg. VA
APPLY BY: Review of applications will begin as received and continue until the position is filled.


University Libraries Personnel Office
Newman Library (0434)
560 Drillfield Drive
Blacksburg, Virginia 24061
P: (540) 231-4407 F: (540) 231-3688
[email protected]

Assistant Director for User Services
Virginia Tech’s University Libraries seeks a creative individual with a passion for delivering exceptional library experiences to lead to its newly redefined User Services department. Reporting to the Director of Learning Environments, the Assistant Director for User Services plays a key role in the Libraries’ vision and mission by overseeing a network of core library services, including circulation services and research assistance at the Library Services Desk, scanning and printing operations at the Print Center, and liaising with library partners embedded in our Learning Commons, such as the roving Student Services Team, Writing Center, and Comm Lab. Responsibilities include operational and personnel management, strategic planning, and fostering a dynamic work environment for User Services team members. The Assistant Director of User Services will also provide general oversight for the Learning Commons, a dynamic 24/5 environment for student learning and collaboration. To meet the needs of Virginia Tech’s diverse community of roughly 28,000 learners, this position will design and implement inclusive service policies that extend the Libraries’ longstanding commitment to exception user experiences in forward-thinking directions. To be considered for this role, hospitality, empathy, and a drive to think differently about customer service are essential.

Required Qualifications:
•    Minimum Master's or equivalent degree in public/customer service-related field; OR ALA-accredited master’s degree in Library and Information Science
•    Significant experience in customer service, library public services, or user experience fields
•    Supervisory experience
•    Demonstrated experience working collaboratively with a team of customer service, library, or campus partners
•    Demonstrable experience working independently with outstanding organization and communication skills
•    Experience with managing projects and meeting established deadlines
•    Demonstrable knowledge of best practices for customer service delivery

Preferred Qualifications:
•    Familiarity with Koha or other ILS systems
•    Excellent interpersonal and communication skills, both oral and written, and the ability to work independently and collaboratively
•    Experience with outreach, public relations and marketing
•    Basic research assistance experience

Job Duties:
This position reports to: Director, Learning Environments

60%     Manages daily operations of User Services department

  • Supervises team coordinators for printing services, research assistance, and circulation
  • Ensures effective communication between Printing Services, Event Services, the Library Services Desk, and the Student Services Team
  • Develops unit goals and workflow procedures for User Services staff and student/wage employees
  • Oversees hiring, training, scheduling, and supervision of User Services staff and student/wage workers
  • Promotes staff development
  • Participates in hiring and training of Library Services Desk staff and student/wage employees
  • Manages departmental budget

25%     Provides strategic leadership of User Services Department

  • Serves as User Services’ primary liaison to library partners embedded in learning commons spaces, as well as other University Libraries departments and units
  • Participates in the design and implementation of programs, initiatives, and outreach activities within Newman Library’s Learning Commons, a dynamic 24/5 environment that fosters learning, research, writing, and the use of emerging technologies in a collaborative atmosphere.
  • Works with Building Management and Facilities to identify commons and ensure a welcome and user-centered library commons
  • Ensures that User Services activities and services align with University Libraries strategic priorities

15%     Coordinates assessment of services across User Services and spaces

  • Works with the University Libraries’ Space Assessment Coordinator to assess student and faculty use of Learning Commons, making changes as needed
  • Oversees the maintenance, analysis, and reporting of statistics on user services for in-house assessment, planning, and annual reports
  • Develops public services policies and procedures designed to maximize and expedite users’ access to library resources and services

Salary: Minimum $62,000 dependent on qualifications and experience

Rank:  A/P faculty with Lecturer rank

Benefits: University benefit information can be located at https://www.hr.vt.edu/benefits.html

Employment Conditions:
Must have a criminal background check.

How to Apply for this Job:
Applications must be submitted online at http://www.jobs.vt.edu.  The application package needs to include a resume, cover letter addressing the candidate’s experience with the responsibilities associated with the position, and the required and preferred qualifications, names of three (3) references and their contact information. Review of applications will begin as received and continue until the position is filled.
Virginia Tech has a strong commitment to the principle of diversity, and in that spirit seeks a broad spectrum of candidates including women, minorities, veterans, and people with disabilities. Individuals with disabilities desiring accommodations in the application process should notify the hiring department by the application deadline

University Libraries of Virginia Tech is a founding member of the ACRL Diversity Alliance: http://www.ala.org/acrl/issues/diversityalliance.