Program Management Specialist - Key Control

Usmd; College Park (MD); Hybrid; USD 48,000 - 58,000; Full time

Job summary

University of Maryland, College Park is seeking a Program Management Specialist for Facilities Management’s Customer Response Center. You will act as a primary contact for campus customers and FM staff, handling routine and emergency requests, coordinating dispatch, and monitoring life-safety systems.

The role supports 24/7 operations, requires strong written and verbal communication, and familiarity with AssetWorks. Some in-person travel to meetings on/off campus may be required.

Qualifications

• Bachelor's degree required.
• Two years administrative staff experience.
• Basic data collection and analysis skills.
• Proficiency with office automation software.

Responsibilities

• Receive, process, document, and route routine and emergency service requests.
• Coordinate dispatch and emergency response communications.
• Monitor building, alarm, and life-safety systems and maintain logs.
• Provide customer-focused service to campus customers and FM staff.

Skills

Communication

Data analysis

Office equipment operation

Mathematics

Education

Bachelor's degree

Tools

AssetWorks

Job description

Job Description Summary

Organization's Summary Statement: Serves as a Program Management Specialist in Facilities Management’s Customer Response Center (CRC), functioning as a primary point of contact for campus customers, Facilities Management staff, and partner units. This position supports continuous, 24-hour operations by receiving, processing, documenting, and routing routine and emergency service requests; coordinating dispatch and emergency response communications; monitoring building, alarm, and life-safety systems; maintaining operational logs and records; and ensuring timely, accurate, and customer-focused service delivery. The incumbent uses AssetWorks, communications equipment, and building monitoring alarm platforms to coordinate work, track incidents, support emergency response, and maintain continuity of operations. Incumbents may support day, evening, overnight, weekend, and holiday operations as assigned.

Physical Demands

Work is primarily performed in an office or operations-center environment. The incumbent must be able to work effectively under pressure and respond quickly in emergency situations. The position may require prolonged sitting, frequent use of computers and communications equipment, and extended periods of telephone, radio, and screen-based work. This position is not telework eligible.

Licenses/ Certifications

The incumbent must possess a valid driver's license, as duties require travel to and from meetings and project sites, both on and off campus. If driving a state vehicle, the incumbent must possess a valid Maryland Class C driver's license (or equivalent) with fewer than six (6) points.

Minimum Qualifications

EDUCATION: Bachelors degree. EXPERIENCE: Two years experience in administrative staff work.

OTHER: REQUIRED KNOWLEDGE/SKILLS/ABILITIES

Elementary knowledge of reference and research methods and techniques used in collecting, compiling, and organizing data and information; of basic methods and techniques used in organizing and conducting studies and analyses or programs, procedures, and organizations; of basic analytical and statistical principles and techniques. Skill in the use of office automation software and its application; in operating manual and automated office equipment. Ability to establish and maintain effective working relationships; to present ideas and information clearly and concisely both orally and in writing; to perform mathematical computations; to present statistical material in chart and graph form.

OTHER

Except for qualifications established by law, additional related experience and formal education in which one has gained the knowledge, skills, and abilities required for full performance of the work of the job class may be substituted for the education or experience requirement on a year-for-year basis with 30 college credits being equivalent to one year of experience.

CONDITIONS OF EMPLOYMENT

N/A

Additional Job Details Preferences

• Experience needs to include two years in scheduling, dispatching, or customer call center.
• Experience in customer service, dispatch, call center, operations center, public safety communications, facilities operations, phone sales or similar service environment.
• Experience using computerized work management, dispatch, or incident management systems.
• Experience supporting emergency response, service coordination, or building systems monitoring.
• Experience providing customer service in a high-volume, fast-paced environment.

Required Application Materials

N/A

Best Consideration Date

N/A

Posting Close Date

9/7/2026

Open Until Filled

N/A

Visa Requirement

This position does not provide visa sponsorship.

Job Risks Not Applicable to This Position Financial Disclosure Required No For more information on Financial Disclosure, please visit Maryland's State Ethics Commission website.

Department

VPA-FM-FBO-Customer Response Center Worker Sub-Type Staff

Regular Salary Range

$48,138.00 - $57,766.00

Benefits Summary

For more information on Regular Nonexempt benefits, select this link.

Background Checks

Offers of employment are contingent on completion of a background check. Information reported by the background check will not automatically disqualify anyone from employment. Before any adverse decision, the finalist will have an opportunity to provide information to the University regarding disclosable background check information. The University reserves the right to rescind the offer of employment or otherwise decline or terminate employment if the information reported by the background check is deemed incompatible with the position, regardless of when the background check is completed.

Employment Eligibility

The successful candidate must complete employment eligibility verification (on Form I-9) by presenting documents that establish identity and work authorization within the timeframe required by federal immigration law, and where applicable, to demonstrate renewed employment authorization. Failure to complete employment eligibility verification or reverification within the timeframe set forth by law may result in suspension or termination of employment.

EEO Statement

The University of Maryland, College Park is an Equal Opportunity Employer. All qualified applicants will receive equal consideration for employment. Please read the University’s Equal Employment Opportunity Statement of Policy.

Title IX Non-Discrimination Notice Resources

Learn how military skills translate to civilian opportunities with O*Net Online.

The University of Maryland, College Park is the state's flagship university and one of the nation's preeminent public research universities. A global leader in research, entrepreneurship and innovation, the university is home to more than 40,700 students, 14,000 faculty and staff, and 388,000 alumni all dedicated to the pursuit of Fearless Ideas. Located just outside Washington, D.C., we discover and share new knowledge every day through our renowned research enterprise and programs in academics, the arts and athletics. And we are committed to social entrepreneurship as the nation’s first “Do Good” campus.

EEO Statement

The University of Maryland, College Park is an Equal Opportunity Employer. All qualified applicants will receive equal consideration for employment. Please read the University’s Equal Employment Opportunity Statement of Policy.

Title IX Non-Discrimination Notice Resources

Learn how military skills translate to civilian opportunities with O*Net Online.

The University works hard to make its websites accessible to any and all users. If you need assistance completing the application process, please contact us at one of the below options: Email: [e-mail] Phone: [phone] Maryland Relay: Dial 711 This contact information cannot be used to inquire about application status.