• User Services Manager

    POSITION: User Services Manager
    DATE: Review of applications will begin on March 1, 2021
    DEPARTMENT: Content and Discovery
    REPORTS TO: Associate Director for Content and Discovery

    The Medical Center Library & Archives is committed to building a diverse and inclusive workplace and strongly encourages applications from candidates of all races, genders, ages, ethnicities, cultural heritage or nationalities; religious or political beliefs; sexual orientations or gender identities; or socioeconomic, veteran or ability statuses.

    Duke University Medical Center Library & Archives is seeking a dynamic and proactive User Services Manager to join our Content and Discovery team. This position will join a responsive, customer-service oriented library that provides specialized resources and services to further health sciences education, research, and clinical care at Duke Health. The library offers strong electronic resources, patron instruction, advanced consultation, and online and in-person help. We value diversity, collaboration, and creativity. We offer mentorship and opportunities for growth and leadership. We want you to shine and will set you up for success.

    The User Services Manager serves as customer service and circulation lead in the Content and Discovery team of the Medical Center Library & Archives. This proactive and service-oriented role has primary responsibility for all patron interactions related to circulation of print materials, fines, reserves, and affiliate access. In addition, the User Services Manager supervises two staff members and student workers. The role is a key member of the Content and Discovery unit, works as a team to integrate technical and user services. As such, this role also contributes to e-resource troubleshooting and interlibrary loan. As a power user for the integrated library system (ILS), the User Services Manager coordinates across campus libraries on both policy and technical issues.


    • Oversees the library's service desk and the circulation of library materials, including:
      • Customer Service: Sets a high standard of customer service and ensures customers are served in a professional, courteous, and efficient manner. Serves as lead staff member for resolving customer service issues, including e-resource access. Responds to complex and unique issues that deviate from standard operating procedures through advanced knowledge, experience, research, and independent judgment.
      • Workflow: Manages all aspects of the Library’s circulation services, including circulation of materials, overdues, fines, and utilization of the applications to support these activities. Streamlines workflows. Collects data and runs reports for ongoing assessment, maintenance, and improvement.
      • Training: Develops procedures, creates and maintains up to date documentation, and leads ongoing training for staff.
      • Quality Improvement: Maintains current awareness of trends related to user services and service desk management. Conducts regular needs assessments, develops timelines, and implements change and quality control activities for the service desk.
    • Supervises two staff members. Provides coaching and feedback, and conducts regular performance appraisals of staff. Assists staff in the interpretation of Duke policies and provides supervision to ensure compliance with policies. Works closely with the Associate Director of Content and Discovery to manage personnel and departmental issues.
    • Manages course reserves, including working with faculty to solicit and fill requests for reserves materials, interpreting copyright and fair use restrictions for reserves, and coordinating with library staff to identify online textbook needs and availability. Coordinates the medical student book exchange program.
    • Serves as a power user for the library's ILS. Maintains an up-to-date and thorough knowledge of the access services and cataloging modules of the ILS. Stays abreast and disseminates information about system developments and enhancements. Participates in the development and implementation of the library's new ILS.
    • Manages access to e-resources for affiliates. Interprets and applies policies and licensing restrictions. Approves or denies applications for affiliate access. Enters new users into systems and communicates results with professionalism and tact.
    • Works collaboratively with other members of the Content and Discovery team to facilitate cataloging, holdings management, and resolve e-resource access issues.
      • Troubleshoots and resolves on- and off-campus access issues, including testing resources and communicating with vendors, other libraries, and patrons.
      • Contributes to knowledgebase management in Serials Solutions.
      • Contributes to cataloging using OCLC Connexion, including holdings management, copy cataloging, and utilization of local and national standards.
      • Serves as backup for interlibrary loan and document delivery functions using DOCLINE, OCLC, and Illiad applications.
    • Works with the Research and Educational Services department to provide general reference services for students, faculty, and visiting scholars at the Library's service desk, via chat or phone. Facilitates handoffs to research librarians for complex reference services.
    • Represents the Medical Center Library & Archives on Duke University and external committees that are related to User Services activities.


    • Performs other tasks as instructed to support library services and operations such as responding to building alarms, patron and staff safety issues, and collection security incidents. Reports equipment and facility problems.
    • Contributes to marketing initiatives; develops innovative and engaging methods to communicate information about services and resources to patrons.
    • Participates in department and library-wide strategic planning.
    • Performs all tasks according to established policies, procedures, standards, guidelines, and expectations.
    • Demonstrates desirable work skills as described in the PEP Behavior Guidelines for Customer Focus, Teamwork, Creative Problem-Solving, Continuous Learning, and Diversity.

    The statements above describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.



    Education/Training: Bachelors degree or equivalent combination of relevant education and experience

    Experience: Demonstrates in-depth knowledge and expertise in one or more areas of information resources and services such as acquisitions, circulation, collection maintenance, cataloging and metadata creation, digitization, preservation, information assistance and consultation, reference and/or instruction. Requires three years of library experience or advanced subject expertise to obtain a specialized knowledge of library systems and procedures; excellent interpersonal, oral and written communication skills; analytical skills, able to work independently and as a member of a team; high proficiency using computer based technology and ability to adapt to new technologies; demonstrated commitment to providing outstanding customer services.


    Prior experience working in an academic research library; prior supervisory experience

    Specific Skills/Knowledge


    • Dependable, detail-oriented, organized, able to work independently, computer adept
    • Ability and willingness to learn and use new technology and tasks
    • Flexible and a self-starter with the ability to work successfully in a highly collaborative team-oriented environment
    • Can meet deadlines for assignments, manage multiple priorities, be proactive, and possess effective problem solving skills
    • Familiarity with library access-related policies and procedures
    • Proficiency with information resources in a variety of formats and subject areas
    • Knowledge of the research and access needs of users in an academic library
    • Experience providing excellent customer service
    • Excellent organizational, interpersonal, and oral and written communication skills as well as a strong commitment to public service
    • Interest in and aptitude for learning emerging technologies and Web applications
    • Commitment to data-informed decision-making


    • Working knowledge of the Aleph or Folio Circulation modules
    • Experience hiring, supervising, and training employees
    • Experience working in circulation services
    • Experience designing training materials for staff


    If you are interested in this position, but uncertain that you have the right skills or experience, please contact Victor Gordon.

    Review of applications will begin on March 1, 2021.

    All applicants are encouraged to submit a cover letter of statement of interest in the application system.

     Complete the online application on the Duke Human Resources Website for requisition ID#96328.

Our Commitment to Diversity and Inclusion

Medical Center Library & Archives

Recognizing that diversity sparks creativity and enhances innovation, the Duke Medical Center Library & Archives is committed to advancing diversity, inclusion, and equity throughout our organization. We strive to establish a climate that welcomes and affirms the contributions of all our staff and the Duke community.

This is ongoing work: we commit our organization and ourselves to diversity, inclusion, and equity – values that make us a better, more effective library. Through continued dedication to these values, we seek to sustain a welcoming community that fosters inquiry, discovery, and innovation.

Duke University Community

Because diversity is essential to fulfilling the university’s mission, Duke is committed to building an inclusive and diverse university community. Every student, faculty, and staff member — whatever their race, gender, age, ethnicity, cultural heritage or nationality; religious or political beliefs; sexual orientation or gender identity; or socioeconomic, veteran or ability status — has the right to inclusion, respect, agency and voice in the Duke community. Further, all members of the University community have a responsibility to uphold these values and actively foster full participation in university life.

About the Medical Center Community

The Medical Center Library & Archives provides biomedical information for inquiry, discovery, and innovation. We are active partners in clinical, research, and educational initiatives within Duke Health. We collaborate with other libraries at Duke University and with our consortial partners in the Triangle Research Libraries Network. Our extensive electronic, print, and archival collections support the faculty, staff, and students from the School of Medicine, School of Nursing, and the Duke University Health System.

The 2020 US News & World Report ranked Duke's School of Medicine (#13) in Best Medical Schools: Research; School of Nursing DNP Program (#2); School of Nursing Master's Program (#2); Physician Assistant Programs (#1); and Physical Therapy Programs (#10). Duke University Hospital was #19 on the 2018–19 U.S. News Best Hospitals Honor Roll and was nationally ranked in 11 Adult Specialties and 9 Children's Specialties.

Duke University is located in the Research Triangle of North Carolina, an area rich in educational, cultural, and recreational opportunities. The Triangle, named for the three cities of Durham, Chapel Hill, and Raleigh, is the home of several institutions of higher education (The University of North Carolina at Chapel Hill, North Carolina State University, and North Carolina Central University) and the Research Triangle Park, internationally recognized as a center for cutting-edge research and development. The Blue Ridge Mountains and the Atlantic Coast beaches are also within an easy drive of the Piedmont.