Service Desk Manager, Law Library

External Applicants: 

Please ensure all required documents are ready to upload before beginning your application, including your resume, cover letter, and any additional materials specified in the job description.

Cover Letter and Supporting Documents:

• Navigate to the "My Experience" application page.

• Locate the "Resume/CV" document upload section at the bottom of the page.

• Use the "Select Files" button to upload your cover letter, resume, and any other required supporting documents. You can select multiple files.

Important Note: The "My Experience" page is the only opportunity to attach your cover letter, resume, and supporting documents. You will not be able to modify your application or add attachments after submission.

Current Employees:

Apply from your existing Workday account in the Jobs Hub. Do not apply from this website. 

A cover letter is required for all positions; optional for facilities, campus services, and hospitality roles unless otherwise specified.

Job Description Summary

Manages and oversees all operations of the Library Service Desk including circulation, reserves, and interlibrary loan. Ensures excellent service to patrons and optimal access to information resources. Manages the public face of the library and coordinates outreach activities. Hires, trains, supervises, and schedules library student employees. Oversees library facilities and spaces.

Job Description

Essential Functions:

Service Desk Operations

• Manages and oversees all service desk operations.

• Monitors, proposes, and enforces loan policies and procedures.

• Assists patrons in locating, accessing, and using resources in all formats including print, audiovisual, microform and online.

• Manages patron privileges. Maintains and ensures confidentiality of patron records. Oversees and participates in maintaining patron records including serving as liaison to Registrar's Office. Authorizes library privileges for non-university patrons. Coordinates patron billing functions.

• Manages the process for communicating with users about overdue and lost materials

• Serves as liaison to other university departments, Z. Smith Reynolds Library, and Carpenter Medical School Library for circulation-related issues.

• Serves as the public face of the library including responsibility for the library after hours and hearing and addressing patron concerns and complaints. Maintains positive customer service.

• Coordinates gathering and compilation of Service Desk statistics; analyzes and reports data.  

• Performs administrative functions for department.

Student Management

• Hires, trains, and supervises Service Desk and Collection Services student workers.

• Sets Service Desk schedule and coordinates coverage of hours with student employees.

• Tracks and allocates tasks and assignments for student staff.

Resource Management

• Performs interlibrary loan (ILL) tasks, including ILL statistics, associated with borrowing and lending library materials from other libraries throughout the country for faculty, students and the Law Journal's staffs.

• Manages library reserves.

• Maintains organization and accessibility of study aid and reserve collections.

• Assists with collection maintenance as needed.

Library Facilities

• Serves as liaison between Library and Law School personnel regarding use of library facility.

• Monitors library building-related issues and operations of public equipment including printers/copiers and assists patrons in using equipment, enforces policies and procedures for using library spaces.

• Monitors facilities services and submits work requests. 

• Maintain supplies for the Service Desk and the Reference Department.

Other

• Participates in developing and managing library projects and events.

• Participates in team and library meetings and activities.

• Cross-trains to provide support for temporary vacancies in other library departments, especially Reference Desk activities. 

• Participates in outreach, marketing, assessment, and other library initiatives. 

• Serves on library and University committees. 

• Demonstrates commitment to continual development and participates in professional associations as appropriate.

 

Required Education, Knowledge, Skills, Abilities:

Bachelor's degree plus three years of library work experience requiring relevant skills and abilities. An equivalent combination of education and experience may be accepted. The following are also required:

• Strong commitment to supporting the academic and research needs of students and faculty.

• Excellent customer service, communication, organizational, and supervisory skills.

• Ability to work independently as well as cooperatively within a team environment and across library departments.

Preferred Education, Knowledge, Skills, Abilities:

• Experience in legal environment or knowledge of legal terminology.

• Broad understanding of library operations.

• Experience working with library systems.  Familiarity with OCLC.

• High level of accuracy and attention to detail.

• Strong critical analysis skills.

• Proficiency in computer skills across multiple operating systems, Microsoft Office applications and Internet applications.

• Ability to learn new software applications and adapt quickly to changing technologies.

• Flexibility in dealing with rush periods of service and changing procedures.

• Ability to work for extended periods at a computer workstation.

• Ability to work occasional flexible schedule as needed.

• Ability to remain calm in stressful and emergency situations.

 

Accountabilities:

• Manages library student assistants.

Additional Job Description

Disclaimer:

This position profile identifies the key responsibilities and expectations for performance. It cannot encompass all specific job tasks that an employee may be required to perform. Employees are required to follow any other job-related instructions and perform job-related duties as may be reasonably assigned by the employee's supervisor.

In order to provide a safe and productive learning and living community, Wake Forest University conducts background investigations and drug screens for all final candidates being considered for employment.

The University is an equal opportunity employer and welcomes all qualified candidates to apply without regard to race, color, religion, national origin, sex, age, sexual orientation, gender identity and expression, genetic information, disability and military or veteran status. If you are an individual with a disability and need an accommodation to participate in the application or interview process, please contact

Time Type Requirement

Full timeNote to Applicant:

This position profile identifies the key responsibilities and expectations for performance. It cannot encompass all specific job tasks that an employee may be required to perform. Employees are required to follow any other job-related instructions and perform job-related duties as may be reasonably assigned by his/her supervisor.

In order to provide a safe and productive learning and living community, Wake Forest University conducts background investigations and drug screens for all final staff candidates being considered for employment.

Equal Opportunity Statement

The University is an equal opportunity employer and welcomes all qualified candidates to apply without regard to race, color, religion, national origin, sex, age, sexual orientation, gender identity and expression, genetic information, disability and military or veteran status.  

 

Accommodations for Applicants

If you are an individual with a disability and need an accommodation to participate in the application or interview process, please contact  or

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