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Supervisor, Information Services

4 months ago

Montréal, Canada Concordia University Full time

**Position Number**:50001689 / P3167C
**Department**:Information Services
**Grade**:LA-D
**Campus**:Sir George Williams (Downtown)

**Salary**:$33.61 - $40.47 per hour
**Union/Association/HR Policy**:CULEU

**Posting deadline**:March 13, 2024

Recognized as Canada’s top university under the age of 50, and one of Montreal’s top Employers, Concordia University is the place to be if you are looking to grow, contribute and innovate in a dynamic and multicultural environment.

Be part of a community that addresses society’s big challenges, supports your personal and professional growth, and makes a real impact in building a more sustainable world.

As a member of our community, you will have access to comprehensive benefits, a defined pension plan and numerous on site well-being facilities such as a state of the art gym and health clinic as well as a variety of educational and cultural opportunities.

**SCOPE**
Under the direction and supervision of the Head, Information Services the incumbent is responsible for the day-to-day operational supervision and effective performance of tasks in the unit to achieve established service goals. Operations in the unit include reference, outreach, and documentation in support of users and workflows, as well as work relating to seasonal needs and support for librarians and special projects. The Supervisor distributes work, and monitors, trains, and supports staff; is an expert regarding policies, procedures, and systems/technology used in the unit; and participates in service provision and projects. May work evenings and/or weekends, as assigned and/or needed.

**PRIMARY RESPONSIBILITIES**
- Performs general supervisory functions relating to staff, in support of the Head, Information Services, including but not limited to:

- Informs, trains and monitors staff activity; keeps the Head informed of staff requests, feedback, problems; assists Unit Head with performance issues
- Assists the Head in preparing staff assignments and global schedules; prepares weekly and daily schedules in response to staff absences.
- Assigns work to staff, ensuring that services and tasks are prioritized appropriately.
- Responsible for recording and reporting work hours, absences, leaves, etc.
- Coordinates, instructs, and participates in work assigned to the unit, including but not limited to:

- Plans and distributes work according to unit needs; participates in work as appropriate and as needed.
- Instructs and guides staff according to policies, procedures, and guidelines; troubleshoots and assists staff in resolving problems.
- Responsible for organizing and maintaining unit documentation and procedures.
- Participates in developing and updating policies, processes, and procedures; assists in ensuring internal and public-facing documents/webpages are up to date.
- May assist with coordinating and/or participating in tasks associated with other user-support services or librarian projects as needed e.g. maintaining web-based guides, course reserves processing, open access support, etc.
- Participates in the collection and reporting of statistical data and reports; prepares reports on activities as required.
- Provides frontline reference services assisting users with a wide variety of library and information needs:

- Engages users in the reference interview process to determine needs and knowledge gaps, and to ensure needs are met and learning has occurred when needed.
- Assists users in finding information using a variety of systems and resources; employs a teaching approach to build user knowledge, skill, and independence.
- Supports users with equipment, booking systems, and library spaces.
- Interprets and explains library policies and procedures to users; handles/triages complaints or special requests related to reference services.
- Participates in library outreach activities to introduce and promote library services and resources, as assigned.
- Investigates and reports issues or problems according to established procedures for security incidents, building maintenance problems, system failures, equipment problems, etc.
- Participates in Library or University committee work; participates in library projects Other duties as assigned.

**QUALIFICATIONS**
- Diploma of Collegial Studies (Information & Library Technologies) and a minimum of two (2) years of relevant experience
- Knowledge of and demonstrated ability to perform in a supervisory role.
- Evidence of ability to plan and coordinate activities, to establish priorities, to organize work, to meet deadlines and to perform duties reliably, accurately, and efficiently with minimum consultation; ability to shift from one activity to another, and to cope with interruptions.
- Evidence of ability to organize, deliver and assess staff training; to create and manage staff schedules
- Evidence of ability to interpret policies, to solve problems and to handle queries and complaints with flexibility, discretion, and good judgment.
- Demon