Homeless Services Manager, Request and Operations
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Job Description
Homeless Services Manager leading HMIS support operations for ICF, a global advisory and technology services provider. Managing technical support teams, customer outcomes, and operational improvement for homelessness services.
Responsibilities:
- Support administration and operation of a Homeless Management Information System (HMIS) for a large Continuum of Care
- Lead technical support specialists providing cross-functional support, troubleshooting, end-user inquiry resolution, technical support services, and customer experience improvements
- Ensure timely first- and second-level responses to support requests from approximately 8,000 HMIS end users
- Develop and implement multi-channel ticketing systems for HMIS end users, agency administrators, and partners
- Translate complex technical requirements into accessible plain language
- Analyze HMIS workflows and recommend technology-enabled improvements through automation, enhanced user interfaces, and improved training
- Monitor ticket volume, escalations, customer satisfaction, resolution times, and performance benchmarks
- Act as escalation point for high-priority customer issues and critical incidents
- Maintain customer communication plans during major system events or service disruptions
- Oversee customer satisfaction initiatives and service recovery efforts
- Manage technical support specialists and analysts, including professional development, guidance, leadership, and quality assurance
- Establish performance expectations, goals, and professional development plans
- Manage staffing schedules, workload balancing, coverage planning, and resource allocation
- Analyze technical support performance metrics and present findings to HMIS and CoC leadership
- Identify operational efficiency and cost-reduction opportunities
- Collaborate with Implementation and Customer Success teams on onboarding and customer adoption
- Liaise with HMIS leadership, vendors, training teams, and internal and external partners
Requirements:
- Bachelor’s degree in Data Analytics, Computer Science or Information Systems, Public Policy, Planning, or a related field; equivalent experience may be considered
- Minimum 5 years experience working with HMIS and homeless services data systems
- Thorough understanding of HMIS software requirements, software workflows, and process improvement frameworks
- Proven ability to manage professional teams and deliver operational or technical outcomes in ambiguous situations
- Experience managing customer-facing support operations
- Excellent communication skills, coaching and capacity building experience, and leadership abilities
- Knowledge of HMIS governance, policy, and administration
- Ability to execute long-term strategies through short-term operational and tactical activities, using defined and measurable work plans, task assignments, and contracts/subcontracts where necessary
- Experience implementing technical operations and support center performance measurements, tracking goal attainment, and implementing workforce management practices
- Application must be submitted directly by the applicant
- Must comply with ICF’s policy prohibiting AI tools during interviews unless needed as an accommodation
Benefits:
- Equal opportunity employer
- Reasonable accommodations for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs
- Confidential accommodation support
- Benefits information provided under the Transparency in (Benefits) Coverage Act
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