Program Management Specialist - Key Control

University of Maryland; College Park (MD); On-site; USD 48,000 - 58,000; Full time

Job summary

University of Maryland is seeking a Program Management Specialist in Facilities Management's Customer Response Center (CRC). The role serves as the primary contact for campus customers, Facilities Management staff, and partner units, handling routine and emergency requests and coordinating dispatch and response communications.

This position supports continuous 24-hour operations, uses AssetWorks and monitoring platforms to track incidents, and maintains logs to ensure timely, customer-focused

Qualifications

• Bachelor's degree required; two years of administrative staff experience.
• Strong knowledge of reference and research methods and data organization.
• Ability to present ideas clearly in writing and orally.
• Proficiency in basic analytical and statistical principles.

Responsibilities

• Receive, process, document, and route routine and emergency service requests.
• Coordinate dispatch and emergency communications.
• Monitor building, alarm, and life-safety systems.
• Maintain operational logs and records; ensure timely service delivery.

Skills

Analytical skills

Data interpretation

Written communication

Education

Bachelor's degree

Tools

Office automation software

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 authorizati