Senior HMIS Operations Manager

RiseMe; California (MO); Hybrid; USD 90,000 - 152,000; Full time

Job summary

ICF’s Homeless Services team seeks a senior leader to oversee HMIS operations, managing a team of technical support specialists delivering collaborative, customer-focused solutions for end users and agency partners. This role advances incident response, process improvements, and stakeholder satisfaction as contracts are pursued and awarded.

The manager will balance people leadership, customer relationships, and technical operations across HMIS vendor and system administration teams to ensure

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.
• Proven ability to manage professional teams and deliver operational or technical outcomes.
• Experience managing customer-facing support operations.
• Excellent communication skills and leadership abilities.
• Knowledge of HMIS governance, policy, and administration.

Responsibilities

• Lead a team of technical support specialists to provide HMIS application support to approximately 8,000 end users.
• Develop and implement multi-channel ticketing and support processes.
• Translate technical requirements for non-technical audiences.
• Identify trends in ticket volume, response times, and customer satisfaction.
• Act as escalation point for high-priority issues and incidents.
• Coordinate with HMIS vendors and data leadership to meet performance benchmarks.

Skills

Leadership

Customer support

Communication

HMIS knowledge

Problem solving

Education

Bachelor's degree or equivalent in data/tech/social policy

Job description

ICF’s Homeless Services team seeks a senior leader to oversee HMIS operations, managing a team of technical support specialists delivering collaborative, customer-focused solutions for end users and agency partners. This role advances incident response, process improvements, and stakeholder satisfaction as contracts are pursued and awarded.

The manager will balance people leadership, customer relationships, and technical operations across HMIS vendor and system administration teams to ensure