Senior HMIS Operations & Customer Support Lead

ICF International; Los Angeles (CA); Remote; USD 120,000 - 150,000; Full time

Job summary

ICF International is seeking a seasoned Homeless Services Manager to oversee HMIS operations and a technical support team supporting thousands of end users within the CoC. You will drive customer success, incident response, and process improvements, balancing people leadership with hands-on operational execution.

Role requires strong communication, governance knowledge, and ability to collaborate with HMIS leads, vendors, and training teams to ensure timely resolutions and scalable support.

Qualifications

• Bachelor's degree in Data Analytics, Computer Science or related fields; equivalent experience may be considered.
• Minimum 5 years experience with HMIS and homeless services data systems.
• 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.

Responsibilities

• Lead a team of technical support specialists providing HMIS assistance to thousands of end users.
• Develop multi-channel ticketing and support processes for HMIS end users and partners.
• Translate complex requirements for non-technical audiences and drive improvements.
• Monitor ticket trends, response times, and customer satisfaction to improve service quality.
• Serve as escalation point for high-priority issues and major incidents.
• Collaborate with HMIS leads, vendor, and training teams to align operations with strategic benchmarks.

Skills

Team leadership

Customer-facing support

Communication skills

Process improvement

Technical operations

Education

Bachelor's degree in Data Analytics, Computer Science or Information Systems, Public Policy, Planning, or a related field

Equivalent experience may be considered

Job description

ICF International is seeking a seasoned Homeless Services Manager to oversee HMIS operations and a technical support team supporting thousands of end users within the CoC. You will drive customer success, incident response, and process improvements, balancing people leadership with hands-on operational execution.

Role requires strong communication, governance knowledge, and ability to collaborate with HMIS leads, vendors, and training teams to ensure timely resolutions and scalable support.