Lead Coordinator

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Job Type:

Employee

Duration in Months (for fixed-term jobs):

6

Job Family:

Library and Archives

# of Open Positions:

1

Faculty/Service – Department:

User Engagement Coordination

Campus:

Morisset Hall, Roger Guindon Hall

Union Affiliation:

SSUO

Date Posted:

June 09, 2025

Applications must be received BEFORE:

June 20, 2025

Hours per week:

35

Salary Grade:

SSUO Grade 09

Salary Range:

$72,437.00 – $91,502.00

Position Purpose

This position coordinates the day-to-day operations to ensure the smooth functioning of the library’s customer service locations. This person handles the day-to-day problem solving of assigned facilities and acts as a resource person when dealing with special situations.

Typical Responsibilities

Employee Supervision: Supervises and evaluates the work of subordinates assigned to customer services. Participate in the selection process for regular, contract and student employees in his/her area. Organize training and coaching of department employees. Promotes a positive team environment and is involved in organizing team building activities in collaboration with the User Engagement Coordinator.

Service Desk Management: In collaboration with the User Engagement Coordinator, ensures complete coverage of assigned locations and services and may reassign resources to ensure an acceptable level of service across all points of service when necessary.

Problem Management: Resolves site specific problems on a daily basis and acts as a resource person for situations that fall outside of the normal rules and regulations. Coordinates the processing of academic sanctions and assists in the preparation of all required financial reports.

Environmental Safety: Maintains close liaison with the Protective Services and Housekeeping teams to ensure a safe and pleasant work and study environment for all. Make service calls when necessary and follow up until the situation is resolved.

User Service: Performs the same duties as supervised employees, such as participating in chat room and point of service office shifts. This includes guiding patrons in their use of library resources, providing library orientation for new students at the start of the school year, and shelving in order to keep up to date and to be able to support your team.

Service Improvement: Work closely with the User Engagement Coordinator and the User Services Librarian to assess and explore opportunities for service improvement and explore new tools for user services. Organize and participate in the development and implementation of initiatives to enhance the student experience.

Other Projects: Engage in projects beyond those assigned to provide expertise to advance the work and mission of the library.

Knowledge, Experience and Skills

Essential Qualifications

• Post-secondary education in a relevant field or equivalent work experience.
• At least 4 years of customer service experience.
• At least one year of experience in file coordination
• At least one year of experience in staff supervision.

Key Competencies

• Planning skills
• Initiative
• Customer service orientation
• Teamwork and collaboration

Other qualities

• Knowledge of library operations.
• Knowledge and experience in the operation of an integrated library system.
• Knowledge of computerized systems and software, including word processing, spreadsheets, databases, presentation software, e-mail and the Internet.
• Knowledge of a student system to locate information in student records (a plus).
• Ability to manipulate and interpret computer data; to calculate, verify and record data accurately and precisely
• Ability to organize teamwork
• Ability to present to groups in both English and French
• Excellent interpersonal and communication skills with a variety of constituencies (students, faculty, staff, management, community members) both orally and in writing.
• Excellent analytical skills to identify client needs, problem areas and solutions.
• Ability to work on multiple files simultaneously.
• Ability to work in a team environment.
• Bilingual – French and English (oral and written) – Front line position.

Expected schedule: Monday to Friday 11:00am to 7:00pm

The incumbent will be required to work some weekends and statutory holidays.

Key Competencies at uOttawa:

Here are the required competencies for all or our employees at uOttawa:

Planning: Organize in time a series of actions or events in order to realize an objective or a project. Plan and organize own work and priorities in regular daily activities.

Initiative: Demonstrate creativity and initiative to suggest improvements and encourage positive results. Is proactive and self-starting. Show availability and willingness to go above and beyond whenever it is possible.

Client Service Orientation: Help or serve others to meet their needs. This implies anticipating and identifying the needs of internal and external clients and finding solutions on how to meet them.

Teamwork and Cooperation: Cooperate and work well with other members of the team to reach common goal(s). Accept and give constructive feedback. Able to adjust own behaviour to reach the goals of the team.

The University of Ottawa embraces diversity and inclusion in the workplace. We are passionate about our people and committed to employment equity. We foster a culture of respect, teamwork and inclusion, where collaboration, innovation, and creativity fuel our quest for research and teaching excellence. While all qualified persons are invited to apply, we welcome applications from qualified Indigenous persons, racialized persons, persons with disabilities, women and LGBTQIA2S+ persons. The University is committed to creating and maintaining an accessible, barrier-free work environment. The University is also committed to working with applicants with disabilities requesting accommodation during the recruitment, assessment and selection processes. Applicants with disabilities may contact [email protected] to communicate the accommodation need. All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

Note: if this is a union position: The hiring process will be governed by the current collective agreement related to the union affiliation noted above; you can click here to find out more.

If this is a front-line position with responsibilities to interact with students, selected candidates must be rated at the Low Advanced proficiency level or higher for both oral comprehension and reading comprehension in their second official language. The rating is determined by a proficiency test designed by the Official Languages and Bilingualism Institute.

Prior to May 1, 2022, the University required all students, faculty, staff, and visitors (including contractors) to be fully vaccinated against Covid-19 as defined in Policy 129 – Covid-19 Vaccination. This policy was suspended effective May 1, 2022 but may be reinstated at any point in the future depending on public health guidelines and the recommendations of experts.

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