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Mt. Ida Integrated Service Desk Specialist Supervisor, BiblioTemps (UMASS/Mt. Ida Campus) (Newton)

Location:          UMass-Amherst/Mt. Ida campus Library– (Newton, MA)

Start date:        September 20, 2021

End date:          December 25, 2021

Schedule:         Mon -Thu: 12pm – 8pm, Fri. 9am – 5pm 

Pay Rate:          $17.50

CORI:                  None


This full-time position (37.5 hours per week) will be responsible for providing assistance to users concerning patron account inquiries, circulating materials, collections and policies and lending activities during scheduled shifts in the Wadsworth Library at the Mt. Ida Campus of UMass Amherst. 

Supervision received: 

This position reports to the Manager of Circulation Services at the University Libraries. 

Supervision exercised: 

Supervise, train and evaluate student employees engaged in routine tasks as assigned. Monitor student employee time reporting on a regular basis to ensure student time is complete and accurate. 


Provide appropriate and complete responses to user inquiries concerning the Libraries’ services, technology, collections and electronic resources, refer complex questions to subject specialists, supervisors, or other library staff in accordance to established library guidelines 

Act independently to supervise Circulation and Library service operations as assigned, and to open/close the Wadsworth Library during assigned shifts according to established procedures to maintain an atmosphere that is safe, comfortable, and conducive to study and research. 

Provide assistance using library discovery tools, subject and course guides in response to complex patron questions. Assist users with requesting library materials. 

Organize and maintain the tools, resources, and materials required at the Service Desk. 

Clearly communicate emerging issues and notable events through daily end-of-shift reports. 

Monitor the physical facility. Report facility issues to Mt. Ida campus Facilities Director using the campus facilities ticketing system and to the Libraries’ Director of Administrative Services. 

Maintain adequate levels of necessary office supplies, request supplies using the Libraries established requisition process as needed. 

Perform processing of state, alumni and proxy borrower card online applications and create or update patron records in the Integrated Library System 

Perform processing of UMass and 5 College patron-requested materials to the hold shelf, shelve holds for Pickup by patron name, perform clearance of expired holds and process item returns for transit as directed. 


•        Working knowledge of methods, materials, and technologies used in libraries. Knowledge of Library Service Platform systems preferred 

•        Considerable customer service experience is required along with a high ability to interact with users (in-person and online) graciously and tactfully. 

•        Ability to read, write, thoroughly comprehend and speak the English language. 

•        Ability to clearly explain policies, processes and procedures tactfully and professionally. 

•        Ability to understand and follow complex written and oral instructions. 

•        Experience with Microsoft Word and Excel... 

•        Ability to establish and maintain harmonious working relationships with others. 

•        Ability to communicate effectively orally and in writing. 

•        Excellent organizational and interpersonal skills. 

•        Ability to supervise student staff. 

Minimum Entrance Requirements: 

•        Supervisory experience involving training, oversight, and assignment of work in a fast-paced, technology-intensive service setting. 

•        Successful prior experience in a position requiring excellent interpersonal and customer service skills. 

•        Experience using word processing, spreadsheet, email, chat, and web-based software applications. 

Full/Part Time





$17.50  / hour

Closing Date

How to Apply

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2021-09-13 |  Quick link to this job