Library Support Supervisor

At the City of Plano, our values make us who we are and guide us as we SERVE our city. As members of Team Plano, our organizational Values (what is most important to us) make up the acronym, SERVE (Stewardship Engaged Respectful Visionary Excellence).

Are you passionate about libraries, leadership, and exceptional customer service? The City of Plano is looking for a Library Support Supervisor to help shape a welcoming and dynamic environment for our community! In this role, you’ll lead and inspire a team of library paraprofessionals, ensuring outstanding service across library functions. You’ll oversee staff development, foster a culture of inclusivity and collaboration, and play a key role in maintaining library policies and procedures. If you're a strong communicator, problem-solver, and leader with a love for learning and community engagement, we want to hear from you! Come make a difference with us—apply today!

As a valued Team Plano member, you will receive numerous benefits:

• Comprehensive medical, dental, and vision plans
• Membership in the Texas Municipal Retirement System (TMRS), in which the City matches contributions 2:1 upon retirement
• Enrollment in the Retirement Security Plan (RSP) which is fully funded by the City
• Up to three weeks of paid vacation
• Up to three weeks of paid sick leave per year
• Nine paid holidays
• Tuition Assistance
• Free Library Card
• Free recreation center membership

Every person matters. Every job has purpose. Together we make a difference. Join Team Plano!

EXAMPLES OF ESSENTIAL JOB FUNCTIONS

Management reserves the right to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

• Demonstrates excellent internal and external customer service in all interactions with respect, responsiveness and professionalism; works collaboratively with the building manager and other supervisors to ensure consistent excellent customer service across library functions
• Communicates effectively across work teams and with the public through active listening, writing and speaking
• Exhibits leadership qualities by acting decisively and confidently; influences and develops the skills and abilities of others; makes recommendations on library policy and procedure
• Listens to understand, and respond with sensitivity and inclusivity of varying viewpoints; navigates critical conversations with respect and diplomacy
• Supervises, instructs, and evaluates work activities for assigned staff; makes hiring and dismissal recommendations
• Trains team members in library policies, procedures, and customer service standards to ensure compliance; works with peers to maintain uniform implementation of library policies, procedures, and standards
• Coaches and empowers staff to make decisions and judgement calls
• Supports a safe and welcoming environment for patrons and staff by addressing patron complaints and concerns; administers PPL and COP policies and procedures to maintain building safety for staff and patrons
• Fosters a positive, solution-focused, and supportive workplace culture
• Investigates and resolves library account issues relating to lost, overdue, or damaged library materials; maintains patron records and patron confidentiality
• Responds to patron inquiries, resolves patron issues, and assists patrons with locating materials
• Maintains schedules to ensure adequate coverage of library service points and functions
• Employs project management principles; leads and participates in library initiatives and special projects; mentors staff working in project-based teams
• Processes library materials, patron holds, library card applications and fee payments
• Supports library building technology according to library and city standards
• Supports collection organization and maintenance
• Assists and instructs patrons on library technology and services
• Performs administrative duties with attention to detail; ensures security and stewardship of public funds by accounting for money and preparing daily cash receipts and deposits; manages statistics for monthly reports
• Supports library programming and outreach by facilitating programs and participating in outreach events
• Regular and consistent attendance for the assigned work schedule is essential

Marginal Duties:

• Performs other duties as assigned.

Typical Decisions: The incumbent must establish performance measures for assigned staff and evaluate employee performance against those standards. May serve as person in charge, which can include managing patron complaints, building operations and resolving patron account issues. The incumbent exercises discretionary judgment in implementing departmental guidelines and library policy.

Minimum Qualifications:

Knowledge of: Library policies and procedures; computer-based library systems; basic library research techniques; supervisory practices and methods; library functions and activities; online resources; customer service etiquette.

Skill in: Effective workplace communication, including written, verbal and active listening skills; navigating and using a variety of technology, software, and digital tools.

Education: High School Diploma or GED required. Associate’s Degree preferred.

Experience: Four (4) years of customer service experience and one (1) year of supervisory experience required.

Any work-related experience resulting in acceptable proficiency levels in the above minimum qualifications is an acceptable substitute for the above specified education and experience requirements.

Licenses and Certifications: None.

Conditions of Employment: Must pass a drug test, criminal history background check, periodic CJIS background check (for positions requiring access into Police buildings) and social security number verification check.

Physical Demands and Working Conditions: Work is performed throughout the library. Standing in work areas and walking between work areas may be required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment; vision to read printed materials and a computer screen; hearing and speech to communicate in person and over the telephone. Positions in this classification occasionally bend, stoop, kneel, reach, push, and pull drawers open and closed to retrieve and file information. Employees may be required to lift, carry, push, and pull materials and objects weighing up to 30 pounds, or heavier with the use of proper equipment.

Employees work in an office environment with moderate noise levels, controlled temperature conditions, and some exposure to dust/mites Employees may interact with upset staff and/or public and private representatives in interpreting and enforcing departmental policies and procedures.

The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties and skills which may be required. The position also requires meeting the essential requirements of the Physical Demands and Working Conditions, with or without reasonable accommodation.

Equal Opportunity Employer - EOE/M/F/V/D

Open positions are subject to close without notice.