Homeless Services Manager, Request and Operations

This is a fully remote position, open to applicants in California.

📋 Description

• Assist in the administration and operation of a Homeless Management Information System (HMIS) for a substantial Continuum of Care.

• Lead a team of technical support specialists, delivering cross-functional assistance, troubleshooting, end-user inquiry resolution, and enhancing customer experiences.

• Ensure prompt first- and second-level responses to support inquiries from approximately 8,000 HMIS end users.

• Create and implement multi-channel ticketing systems for HMIS end users, agency administrators, and partners.

• Simplify complex technical requirements into clear, understandable language.

• Evaluate HMIS workflows and suggest technology-driven improvements through automation, improved user interfaces, and enhanced training.

• Track ticket volume, escalations, customer satisfaction, resolution times, and performance metrics.

• Serve as an escalation point for urgent customer issues and critical incidents.

• Maintain customer communication strategies during significant system events or service interruptions.

• Oversee initiatives aimed at improving customer satisfaction and service recovery efforts.

• Supervise technical support specialists and analysts, including their professional development, guidance, leadership, and quality assurance.

• Set performance expectations, goals, and professional development plans for the team.

• Manage staffing schedules, balance workloads, plan coverage, and allocate resources effectively.

• Analyze performance metrics related to technical support and present findings to HMIS and CoC leadership.

• Identify opportunities for operational efficiency and cost reduction.

• Collaborate with Implementation and Customer Success teams to facilitate onboarding and customer adoption.

• Act as a liaison with HMIS leadership, vendors, training teams, and both internal and external partners.

⛳️ Requirements

• Bachelor’s degree in Data Analytics, Computer Science, Information Systems, Public Policy, Planning, or a related field; equivalent experience may be considered.

• At least 5 years of experience working with HMIS and homeless services data systems.

• Comprehensive understanding of HMIS software requirements, workflows, and process improvement frameworks.

• Demonstrated ability to manage professional teams and achieve operational or technical results in uncertain situations.

• Experience in managing customer-facing support operations.

• Exceptional communication skills, along with coaching and capacity building experience, and strong leadership capabilities.

• Familiarity with HMIS governance, policy, and administration.

• Capability to implement long-term strategies through short-term operational and tactical actions, using defined and measurable work plans, task assignments, and contracts/subcontracts as necessary.

• Experience in establishing technical operations and support center performance metrics, tracking goal achievement, and applying workforce management practices.

• Application must be submitted directly by the applicant.

• Must adhere to ICF’s policy prohibiting the use of AI tools during interviews unless required 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.