Public Services Manager, Library Access Services Term Internal Candidates Only

*This is a term position until October 2, 2026*

The Library's mission is to sustainably develop, preserve, and make accessible UWinnipeg's knowledge and cultural resources in support of teaching and research. It is a core academic service that provides the spaces and services necessary for students, faculty, and community researchers to discover, create, access, and use these resources. The Access Services department within the Library is responsible for end-user resource delivery and frontline public service for 200,000 annual visitors.

The Public Services Manager is a full-time term position responsible for administrative and organizational duties, policy development, user relations, and human resources within Access Services. They will ensure high quality service delivery in a collegial, team-oriented environment and possess a thorough understanding of the university. In addition, they will coordinate with internal and external stakeholders to develop and deliver services that meet the research needs of the University and its larger community.

Responsibilities:

• Identifies and operationalizes short- and long-term goals for effective delivery of front-line public services.
• Directs circulation supervisors in planning and implementing projects/workflows.
• Coordinates delivery of service across daytime, evening, and weekend shifts.
• Researches best practices, develops, and implements policies and procedures.
• Develops internal and external documentation for procedures and services.
• Interprets and enforces policies, resolving exceptions where appropriate.
• Collects, compiles, analyzes, and reports data and statistics relating to department operations.
• Resolves issues with difficult users through de-escalation, loss of privileges, or engaging Security as necessary.
• Proactively monitors department activities, resolves obstructions to access, and promptly communicates changes in service to relevant stakeholders.
• Identifies and addresses safety and security concerns.
• Develops and maintains effective working relationships with other departments.
• Coordinates with external vendors to troubleshoot, repair, and maintain technology.
• Implements and maintains policies and settings in the Integrated Library System (ILS).
• Uses the ILS to track and manage resources and user accounts.
• Manages blocks on delinquent accounts and works with users on resolutions.
• Oversees department finances.
• Coordinates on developing departmental budget and multi-year expense projections.
• Assesses replacement fees for lost and damaged items, adjudicates appeal requests, implements payment plans, and collects fee payments.
• Protects user account information and activity in accordance with FIPPA.
• Keeps abreast of developments in public services and University and government policies, practices, and regulations.
• Communicates priorities to staff to ensure that emerging or urgent matters are promptly addressed.
• Understands, interprets, and applies the collective agreement in managing staff.
• Hires, trains, motivates, and assigns work to staff.
• Manages performance issues and recommends discipline when required.
• Ensures consistent delivery of high-quality services.
• Coordinates with department heads to develop and complete shared duties and projects.
• Coordinates on payroll matters and makes hiring and staffing decisions within budget parameters.
• Responsible for developing, planning, implementing, and evaluating projects, including monitoring project progress, budget, and schedule.
• Coordinates with departmental assistants to maintain up-to-date faculty access.
• Develops and manages resource access partnerships with external stakeholders, postdoctoral fellows, research assistants, visiting and researching scholars, and students, staff and faculty in special and partnership programs.
• Liaises with external lending institutions regarding reciprocal borrowing.
• Coordinates with program managers to provide resource access for students, staff, and faculty in special and partnership programs at the University.
• Maintains good public relations with users. Answers inquiries, resolves issues and complaints, explains policies, and refers users to appropriate service points.
• Instructs users on how to locate, access, and operate resources.
• Attends meetings and takes part in relevant committees.
• Attends relevant software training and professional development courses.
• May carry out opening and/or closing procedures, and provide frontline services in the absence of regularly scheduled staff.

Qualifications:

• An Undergraduate degree is required.
• A 2-year diploma from a recognized Library technician's program (or equivalent) is an asset.
• Four years of directly related experience, using procedures and systems appropriate to the area.
• Two years of experience supervising a team of staff, preferably in a unionized environment.
• Experience with public service standards and procedures.
• Experience with Integrated Library System software.
• Experience with OCLC's WMS would be an asset.
• Experience with Microsoft Office, especially Outlook, Word, and Excel.
• Financial and budget administration experience.
• Excellent organizational abilities and demonstrated abilities to plan, coordinate and establish work procedures, priorities, and deadlines.
• Demonstrated ability to supervise and motivate other employees.
• Highly-developed oral and written communication skills.
• Ability to establish and maintain effective working relationships with various levels of internal and external contacts.
• Ability to make independent judgements within policies and goals of the unit.
• Flexible and adaptable to the changing needs and priorities of the department and the University.
• Ability to work well under pressure.

An equivalent combination of education, experience, skills, knowledge and abilities may be considered.

Condition(s) of Employment:

• Must be legally entitled to work in Canada.

The salary range for this position will be from $53,926.60 to $74,765.60 annually.

Note: The work described in this posting will be conducted in-person.

The University of Winnipeg is committed to equity, diversity and inclusion and recognizes that a diverse staff and faculty benefits and enriches the work, learning and research environments, and is essential to academic and institutional excellence. We welcome applications from all qualified individuals and encourage women, racialized persons, Indigenous persons, persons with disabilities, and 2SLGBTQ+ persons to confidentially self-identify at time of application.

The University of Winnipeg is committed to ensuring employment opportunities are accessible for all applicants. If you require accommodation supports during the recruitment process, please contact

The personal information of applicants is collected under the authority of the University of Winnipeg Act and 36(1)(b) of the Freedom of Information and Protection of Privacy Act. All personal information collected via the recruitment process is used to assess the applicant's suitability, eligibility, and qualifications for employment, and to otherwise support recruitment activities. This information will be provided to participating members of the recruitment process. Questions regarding the collection of your personal information may be directed to the Director, HR Services, 515 Portage Avenue, Winnipeg, MB, R3B 2E9 or