Help Desk Director

Colorado State University
Fort Collins, Colorado
10 Nov 2017
End of advertisement period
03 Dec 2017
Contract Type
Fixed Term
Full Time

Help Desk Director

Posting Number 201700359F

Proposed Annual Salary Range $60,000 - $65,000 (commensurate with qualifications and experience) Position Type Faculty Work Hours/Week 40 Description of Work Unit

Onsite Services reports to the Assistant Dean for Resource Delivery Services. It is comprised of two departments that serve as the main service points for university library patrons: Access Services and the Morgan Library Help Desk. The unit provides research and technology assistance in an electronic information commons environment, as well as circulation, print reserve, stacks maintenance, off-site storage, and patron billing and records. The Help Desk provides research and reference support services as well as technical support for library users in an evolving and technologically complex environment.

Tenure/Tenure Track? No % Research 0 % Teaching 95 % Service 5 % Administration 0 Open Posting Date Open Until Filled Yes To ensure full consideration, applications must be received by 11:59pm (MT) on 12/03/2017 Number of Vacancies 1 Desired Start Date Position End Date

Position Summary 

The Help Desk Director manages and supervises the integrated Help Desk at Morgan Library, one of the major public service points at the CSU Libraries. The desk provides research and reference support and tier one technical support to students, faculty, staff and community patrons, both in person or by phone. The desk is open nearly all hours that the library is open, and is staffed by a combination of full-time library employees and student hourly workers. The individual in this position supervises 3.0 FTE (faculty and staff) and approximately 12 student employees that work at the desk.

Conditions of Employment Pre-employment Criminal Background Check (required for new hires) Required Job Qualifications

•Master’s degree in library or information science from an ALA-accredited institution or international equivalent
•Minimum of five years of experience providing customer service in a library setting, such as at a reference desk or other service point
•Demonstrated experience supervising staff members in a library setting
•Excellent customer service skills, including face-to-face and phone interactions
•Excellent interpersonal communication skills
•The ability to lead a team of diverse staff members that includes student employees
•Ability to troubleshoot tier one technical issues in a computer lab and instructional computer classroom environment
•Excellent written and oral communication skills

Preferred Job Qualifications 

•Experience working with upper-level management to establish strategic directions in a higher education environment
•Experience managing a budget in an academic or library environment
•Ability to adapt to changing expectations and standards in a dynamic environment
•Ability to problem-solve and apply critical thinking to processes
•Ability to function as a self-starter and work independently
•Experience providing support to a diverse campus and community population

Special Instructions to Applicants 

Please upload a cover letter which addresses the minimum and preferred qualifications, a resume or CV, and the names and contact information for three professional references.
References will not be contacted without prior notification of candidates.
This is a non-tenure-track position.


Colorado State University (CSU) strives to provide a safe study, work, and living environment for its faculty, staff, volunteers and students. To support this environment and comply with applicable laws and regulations, CSU conducts background checks. The type of background check conducted varies by position and can include, but is not limited to, criminal (felony and misdemeanor) history, sex offender registry, motor vehicle history, financial history, and/or education verification. Background checks will be conducted when required by law or contract and when, in the discretion of the university, it is reasonable and prudent to do so.

EEO Statement

Colorado State University is committed to providing an environment that is free from discrimination and harassment based on race, age, creed, color, religion, national origin or ancestry, sex, gender, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or pregnancy and will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Colorado State University is an equal opportunity/equal access/affirmative action employer fully committed to achieving a diverse workforce and complies with all Federal and Colorado State laws, regulations, and executive orders regarding non-discrimination and affirmative action. The Office of Equal Opportunity is located in 101 Student Services.

The Title IX Coordinator is the Executive Director of the Office of Support and Safety Assessment, 123 Student Services Building, Fort Collins, CO 80523 -2026, (970) 491-7407.

The Section 504 and ADA Coordinator is the Associate Vice President for Human Capital, Office of Equal Opportunity, 101 Student Services Building, Fort Collins, CO 80523-0160, (970) 491-5836.

Diversity Statement 

Personal and professional commitment to diversity as demonstrated by involvement in teaching, research, creative activity, service to the profession and/or diversity/inclusion activities.

Search Contact Patricia Rettig, Patricia.Rettig@ColoState.EDU Essential Duties

Job Duty Category Management and supervision Duty/Responsibility

•Direct all activities of an integrated Help Desk;
•Supervise Help Desk staff, including state classified, administrative professional, and student hourly employees;
•Determine required staffing levels and oversee scheduling of employees;
•Provide training opportunities and mentoring for Help Desk employees;
•Collaborate with counterparts at the Loan & Reserve desk, Computer Diagnostic Center, and Library Technical Support;
•Periodically review workflows and assess services; develop new policies and implement service changes when needed;
•Manage, review, and plan the annual budget for hourly employees;
•Coordinate with various units to provide support for university and library initiatives when needed;
•Assign projects as necessary to appropriate staff.

Percentage Of Time 65 Job Duty Category Customer service Duty/Responsibility

•As a member of the Help Desk team, provide support to library patrons in person and by phone.
•Provide information to patrons on a range of topics including reference support, library resources, room reservations, and more.
•Contribute to regular staffing of chat reference service.

Percentage Of Time 25 Job Duty Category IT/Computer lab Duty/Responsibility

•Coordinate with IT staff to maintain and improve the library computer lab, and work collaboratively with central IT Help Desk operations;
•Manage the large-format poster plotting service, which is provided as a fee-based service to campus;
•Facilitate the provision of tier-one technology assistance to users on topics including printing, software, large-format poster printing, Internet connectivity, eID issues and password resets, and more.

Percentage Of Time 10 References Requested

References Requested 

Minimum Requested 3 Maximum Requested Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * Do you have a master’s degree in library or information science from an ALA-accredited institution or an international equivalent?
    • Yes
    • No
  2. * Do you have a minimum of five years of experience providing customer service in a library setting, such as at a reference desk or other service point?
    • Yes
    • No

Applicant Documents Required Documents

  1. Cover Letter
  2. Resume or CV

Optional Documents