Job Description

Competition Number: REQ 7190
TITLE: Manager, Operations & User Services
DIVISION: Library, Learning & Assessment Centres
SALARY: Payband 11, $104,000 to $122,385 annually
HOURS PER WEEK: 37.5
LOCATION: 51 Dockside Drive
WORK MODALITY: Hybrid
STATUS: Full Time Admin
VACANCY: Replacement
EFFECTIVE DATE: Immediately
CLOSING DATE: Open until filled.
Land Acknowledgement
George Brown Polytechnic is located on the traditional territory of the Mississaugas of the Credit First Nation and other Indigenous peoples who have lived here over time. We are grateful to share this land as treaty people who learn, work, and live in the community with each other.
Equity Statement
George Brown Polytechnic is committed to creating and sustaining an equitable and inclusive learning and working environment. We encourage and actively seek applications from Indigenous, Black, racialized people, visible minorities, 2SLGBTQIA+ persons, all genders, and persons with disabilities.
GBP Vision
To be a polytechnic renowned for its inclusion, excellence, relevance, impact, and leadership.
Position Description:
The Manager, Operations and User Services reports to the Senior Manager, Library Services and provides leadership for the day-to-day operational delivery of front-line services within the College's integrated Library Learning Commons (LLCs). The position is responsible for ensuring consistent, high-quality user services across all service points, with particular accountability for front-desk operations, user service staffing models, public space functionality, and access to loanable and in-house technology.
Key Responsibilities:

• Jointly with Sr. Manager, Library Services plans organizes, implements and manages integrated LLC services and systems including Help desk functions, circulation, user support, photo-ID, technical support and programming, facility design and virtual services.

• Plans, organizes, implements and manages the colleges' photo-ID services for both students and staff, and facilitates one-card applications with other departments and vendors.

• Develops, updates, supervises and maintains a user-friendly website, web applications, and library services platform that meets accessibility and professional library standards.

• Plans, organizes, develops and ensures that LLC computer networks and systems that integrate all learning resources meet the polytechnic's strategic direction and follows ITS direction on device and platform procurement & management, and security.

• Oversees all front-desk operational policies and procedures, including circulation, access, fines and fees, customer service standards, incident response, and service recovery.

• Leads the planning, coordination, and continuous improvement of physical service environments and user-facing operations to support student learning, accessibility, and engagement

• Leads the planning, management, and evaluation of the Library's technology access environment, including loanable equipment (e.g., laptops, peripherals, and other user technology), in-house technology, and service-point hardware.

• Monitors service effectiveness through data, feedback, and observation, and implements continuous service improvements based on evidence and user needs.

• Maintains a high-level of performance by recruiting, selecting, developing and evaluating user services staff, The incumbent also ensures that the team is knowledgeable about departmental, divisional, and college goals and strategies.

• Remains current in technology and trends specifically in the area of libraries and learning technology and platforms. Understands and suggests possible applications and integration between existing and new technology.

• Other duties as assigned.

Educational and Experience Requirements:

• Masters degree from a recognized post-secondary institute in Library & Information Science from an ALA (American Library Association) accredited program.

• Minimum five (5) years of experience as librarian with supervisory responsibility in an academic library with particularly experience with technical services and web application.

• Experience working and leading in a diverse environment.

• Experience working and leading a team in a unionized environment.

Skills and Attributes:

• Knowledge of network and server operating systems within a library.

• Currency in knowledge of technology-based student lending programs.

• Broad leadership skills managing a diverse team of experienced individuals.

• Excellent communication, collaboration, teamwork, and interpersonal skills.

• Demonstrated commitment to uphold the Polytechnic's priorities on diversity and equity.

• Able to travel between campuses on a frequent basis.

Interview process may consist of a practical skills component.
Notes:

• The Polytechnic requires proof of degrees, credentials, or equivalencies from accredited regional or federal post-secondary institutions and/or their international equivalents. Credentials may require validation at the time of interviews or offer.

About Us:
prides itself on educating students through real-world learning, in the heart of Toronto. Our faculty and employees make this vision a reality, and we support them by making George Brown a . See why we are consistently ranked as one of .
George Brown Polytechnic offers hybrid work opportunities, a competitive pension plan, generous holiday and vacation time, a tuition assistance program, discounted rates for employees taking Continuing Education courses, and an equitable work environment where everyone matters.
George Brown Polytechnic is committed to accommodating applicants with disabilities throughout the hiring process, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). Candidates who require accommodation in the hiring process may contact confidentially.
Notice Regarding Employment Postings and Recruitment Fraud
If you become aware of any job postings or employment opportunities advertised on external websites that are not currently listed on George Brown Polytechnic employment website, please report them to .
Please note that George Brown Polytechnic maintains a no-fee recruitment policy. At no time will George Brown request payment, fees, or financial information from applicants as part of the recruitment or hiring process.
Applicants are advised to remain vigilant of recruitment-related scams and to rely only on official George Brown communications and postings published on our official employment website.

Skills Required