Homeless Services, Request and Operations Manager
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
HMIS operations manager leading technical support and service improvements for 8,000 homeless-services users. ICF advises governments, nonprofits, and communities through technology and evidence-based solutions.
Responsibilities:
- Lead a team of technical support specialists providing cross-functional support for HMIS application issues and end-user inquiries
- Ensure accurate and timely first- and second-level customer support for 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 other performance benchmarks
- Serve 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 team professional development, performance expectations, goals, quality assurance, schedules, workload balancing, coverage planning, and resource allocation
- Analyze technical support performance metrics and present findings to HMIS and CoC leadership
- Identify opportunities to improve operational efficiency and reduce support costs
- Collaborate with Implementation and Customer Success teams on onboarding and customer adoption
- Liaise with CoC HMIS and data leadership, HMIS vendor, 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
- Preferred: ability to execute long-term strategies through short-term operational and tactical activities using measurable work plans, task assignments, and contracts/subcontracts
- Preferred: experience implementing technical operations and support center performance measurements, tracking goal attainment, and workforce management practices
Benefits:
- Equal opportunity employer
- Reasonable accommodations for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs
- Confidential accommodation assistance
- Benefits offerings referenced under the Transparency in (Benefits) Coverage Act
Similar Jobs
General and Operations Manager
General and Operations Managers evaluating AI-generated operational content for Mercor, which trains frontier AI models. Reviewing management workflows, staffing, budgeting, and performance decisions.
Donor Recruitment Process Manager
Donor recruitment process manager improving systems, sales processes, and operational performance for Vitalant, a nonprofit blood collection organization. Leading data-driven initiatives across nationwide donor recruitment teams.
Success Operations Analyst I
Success Operations Analyst improving customer recovery, cross-sell, and AI-enabled call-center workflows. Thumbtack connects homeowners with local home-service businesses.
Operations Coordinator
Remote Operations Coordinator coordinating public and private training logistics for Fast Lane Consulting and Education Services. Managing enrollments, courseware, virtual events, vendors, reporting, and customer support.
Senior Operations Lead, Fraud
Senior Fraud Operations Lead protecting Mission Lane credit cardholders from fraudulent activity. Coaching Fraud Associates and shaping scalable fraud operations processes.
Homeless Services Manager, Request and Operations
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.
Senior Process Improvement Advisor
Senior process improvement advisor leading operational excellence initiatives for Evernorth Health Services, which delivers pharmacy, care, and benefit solutions. Improving PBM processes, quality, efficiency, and service delivery.
Customer Operations Specialist
Customer Operations Specialist supporting complex pricing operations for US Foods, a major foodservice distributor. Maintaining contracts, customer data, audits, and pricing processes remotely across the U.S.
Manager, Medical Detention Operations
Managing compliant healthcare programs across nationwide detention facilities for GardaWorld Federal Services. Overseeing staffing, audits, quality improvement, contracts, and government stakeholders.
CRM Operations Manager
CRM Operations Manager executing H&R Block’s email and lifecycle campaigns in Salesforce Marketing Cloud and Adobe Journey Optimizer. Supporting customer engagement, retention, and revenue growth.
Director of Technical Operations
Director leading hands-on AWS infrastructure, reliability, security, and IT operations at Deque. Scaling systems operations for a web accessibility software and services company.
Engineering Operations Coordinator
Engineering Operations Coordinator managing project administration, systems, billing readiness, and operational support. Supporting YA Group’s forensic consulting and engineering services.
Energy Savings Operations Analyst
Operations Analyst improving Franklin Energy’s multifamily home energy savings program through Excel tools, reporting, project management, and process enhancements.
Director, Process Improvement
Director leading process improvement and operational excellence for Alignment Health’s Medicare Advantage operations. Redesigning workflows, managing transformation initiatives, and improving member and provider outcomes.
Flight Operations Manager
Flight Operations Manager coordinating J.S. Held’s enterprise drone program. Managing fleet compliance, FAA requirements, billing, technology, vendors, and cross-functional operations.
Creative Operations Coordinator
Creative Operations Coordinator coordinating and quality-checking video projects for a performance marketing agency serving financial advisors. Managing deadlines, revisions, deliverables, and editor feedback remotely.
IP Operations Systems Specialist
IP Operations Systems Specialist maintaining patent and trademark systems for Fish & Richardson, a global intellectual property law firm. Auditing data, producing reports, and supporting automation initiatives.
Phlebotomy Operations Specialist
Phlebotomy operations specialist managing national phlebotomist networks for BillionToOne’s prenatal diagnostics. Coordinating staffing, scheduling, vendors, supplies, and Patient Service Center launches.
Senior Procurement Operations Specialist – Coupa
Senior Procurement Operations and Coupa Specialist optimizing P2P workflows, supplier onboarding, reporting, and compliance for Mercury Insurance. Supporting Coupa implementation and user adoption.
Senior Manager, Talent Operations
Senior Talent Operations Manager building recruiting systems, analytics, and processes for Zocdoc’s digital healthcare marketplace. Leading Recruiting Coordinators while scaling talent operations globally.