Homeless Services, Request and Operations Manager

ICF’s Homeless Services team works with federal agencies, state and local governments, non-profits, and other community partners to implement evidence-based best practices and to innovate and identify new solutions to ending homelessness. ICF is currently seeking an experienced and mission-oriented candidate to support the administration and operation of a Homeless Management Information System (HMIS) for a large Continuum of Care (CoC).  

The successful candidate will serve in a senior leadership role and will be responsible for leading a team of technical support specialists who will provide collaborative and cross-functional support troubleshooting HMIS application issues, resolving HMIS end user inquiries, delivering technical support services, and providing exceptional customer experiences. We are seeking a Manager who is adept at balancing people leadership, customer relationship management, technical operations, and continuous improvement initiatives. The position works closely with partners across the HMIS Lead, HMIS vendor, and HMIS system administration teams to ensure timely issue resolution, scalable support processes, and successful customer outcomes. 

Please note: This role is contingent upon a contract award. While it is not an immediate opening, we are actively conducting interviews and extending offers in anticipation of the award.    

Key Responsibilities  

Technical Support  

• Ensure accurate and timely response to first- and second-level customer support requests submitted by approximately 8,000 HMIS end users in the CoC. 

• Develop and implement multi-channel ticketing systems to provide technical and operational support to all HMIS end users, agency administrators, and other HMIS partners. 

• Translate complex technical requirements in accessible and plain language to a non-technical audience. 

• Develop a strong understanding of HMIS end user workflows, processes, and procedures for using HMIS and recommend technology-enabled improvements through automation, enhanced user interfaces, and improved training.   

• Identify trends in ticket volume, ticket escalations, customer satisfaction, resolution times, and other performance benchmarks to ensure HMIS access and use is appropriately enabled as a useful tool to prevent and end homelessness in the CoC. 

• Act as the 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. 

Team Leadership 

• Manage and support the professional development of a team of technical support specialists and analysts, providing overall guidance and leadership and monitoring quality assurance processes. 

• Establish performance expectations, goals, and professional development plans, ensuring that direct reports maintain accurate and relevant knowledge of HMIS software features and functionality, federal/state/local reporting requirements, and CoC HMIS policies and procedures. 

• Foster a culture of accountability, collaboration, customer service excellence, and continuous learning. 

• Manage staffing schedules, workload balancing, coverage planning, and resource allocation, including identifying ways to automate repeatable processes and ensuring team collaboration with HMIS training personnel. 

Operational Support 

• Analyze technical support performance metrics to ensure accurate and timely technical support is provided to HMIS end users, presenting findings to HMIS and CoC leadership. 

• Identify opportunities to improve operational efficiency and reduce support costs without negatively impacting service quality. 

• Work closely with Implementation and Customer Success teams to improve onboarding and customer adoption. 

• Liaise with CoC HMIS and data leadership, HMIS vendor, HMIS training teams, and other internal and external partners to ensure both operational and strategic benchmarks are attained.   

Minimum qualifications:    

• 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, including a thorough understanding of HMIS software requirements, software workflows, and process improvement frameworks. 

• Proven ability to manage professional teams and deliver operational or technical outcomes, even in ambiguous situations.  

• Experience managing customer-facing support operations. 

• Excellent communication skills, coaching and capacity building experiences, and leadership abilities. 

• Knowledge of HMIS governance, policy, and administration.   

Preferred qualifications:   

• 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. 

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Bot and Third-Party Applications

Please note that this application must be submitted directly by the applicant for consideration. Failure to do so may result in the application being excluded for consideration.  Applicants needing an accommodation for disability or religious purposes in connection with the application process should contact [email protected] for assistance.

Working at ICF

Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is: