Job Description 

Job Title User Services Manager 
Reference 32834 
Location UWO Main Campus 
Faculty/Unit Western Libraries 
Department User Experience, Western Libraries 
Full/Part Time Full-Time 
Employee Group PMA – Professional and Managerial Association 
Appointment Type Continuing 
Appointment Status Regular Full-Time

Classification & Regular Hours 
Hours per Week: 35 
Salary Grade: 14 

About Western 

Since 1878, Western University has been committed to serving our communities through the pursuit of academic excellence and by providing students, faculty, and community members with life-long opportunities for intellectual, social, and cultural growth. We seek excellent students, faculty, and staff to join us in what has become known as the “Western Experience” – an opportunity to contribute to a better world through the development of new knowledge, new abilities, new connections, and new ways to make a difference. 

About Us 

Western Libraries provides the library and archival expertise and infrastructure – information resources, technology, people, and spaces – required to cultivate and mobilize knowledge, and accelerate excellence in teaching, research and scholarship. 

Responsibilities 

Reporting to the Head, User Experience & User Services, a team of 2 User Services Managers hold leadership roles that oversee the daily delivery of user-centred front-line public services to the Western community through multiple service points, both in-person and virtual. The User Services Manager plans, provides and monitors efficient and effective library and information services that meet user needs through the development and deployment of knowledgeable staff. The Manager provides leadership in the evolution of user services and related projects, which may include the functional elements of Information/Public Services (e.g. circulation, reference, technology support), Document Delivery (e.g. course reserves, interlibrary loans, and the AFN (Automated Fulfillment Network), Collections Maintenance (e.g. materials processing, holdings management, stacks maintenance), and Outreach and Events (e.g. relationship development, event planning/execution, including coordination of space and equipment). The Manager also monitors the ongoing maintenance of facilities to promote a high standard of cleanliness and safety, and collaborates with other Western Libraries leaders to provide integrated, user-centred library services and spaces that support student learning, teaching excellence, and recognized research. 

Qualifications 

Education: 

– University Undergraduate Degree 

Experience: 

– 5 years’ progressive supervisory experience 

– 5 years’ operational and management experience in a high-volume customer service setting

– 3 years experience in a large academic library setting is preferred 

Knowledge, Skills & Abilities: 

– Demonstrated expertise in public service development, delivery and review, workflow analysis, project planning in a large operational and organizational environment 

– Organizational skills to manage multiple assignments that are accurate and thorough, sometimes of a complex nature or involving competing priorities Proven leadership skills with a track record of building and leading a team 

– Ability to adapt to a constantly changing environment 

– Demonstrated excellent communication and customer negotiation skills, including both written and verbal, with the ability to respond diplomatically to inquiries from staff, faculty, patrons and members of the general public 

– Ability to build and maintain lasting collaborative relationships with other departments, key partners, and external agencies 

– Demonstrated abilities and skills in the management of allocated financial resources

– Demonstrated attention to detail with the ability to complete detailed analytics and reports

– Superior judgment, analytical and problem solving skills with a consultative and collaborative approach to addressing issues and opportunities 

– Proven Project Management skills to align projects with strategic goals and operational objectives, ensure team roles are clear, milestones are communicated and deadlines are met 

– Ability to provide solutions and ideas for improvement by using imaginative approaches where constructive thinking and innovation are required 

– Ability to draw on diversity of skills, backgrounds and knowledge of people to achieve more effective results

– Ability and willingness to employ a consultative and collaborative approach to addressing issues and making decisions 

– Intermediate proficiency in using Microsoft Office suite, with advanced skills in Excel

Western Values Diversity 

The University invites applications from all qualified individuals. Western is committed to employment equity and diversity in the workplace and welcomes applications from women, members of racialized groups/visible minorities, Indigenous persons, persons with disabilities, persons of any sexual orientation, and persons of any gender identity or gender expression. 

Accommodations are available for applicants with disabilities throughout the recruitment process. If you require accommodations for interviews or other meetings, please contact Human Resources at hrhelp@uwo.ca or phone 519-661-2194. 

Please Note: 

We thank all applicants for their interest; however, only those chosen for an interview will be contacted.