Manager, Operations & User Services

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, racialised people, visible minorities, 2

SLGBTQIA+ persons, all genders, and persons with disabilities.

GBP Vision:
To be a polytechnic renowned for its inclusion, excellence, relevance, impact, and leadership.

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.

• Jointly with Sr. Manager, Library Services plans, organizes, implements and manages integrated LLC services and systems including Help desk functions, circulation, user support, photo‑, technical support and programming, facility design and virtual services.
• Plans, organizes, implements and manages the college’s photo‑ 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 follow 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.

• 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 particular experience with technical services and web application.
• Experience working and leading in a diverse environment.
• Experience working and leading a team in a unionised environment.