Senior HMIS Operations & Support Lead

ICF Olson; United States; Remote; USD 90,000 - 152,000; Full time

Job summary

ICF seeks an experienced Homeless Services, Request and Operations Manager to lead the HMIS support organization for a major Continuum of Care project. You will oversee a team delivering high-quality technical assistance, customer service, and operational improvements to 8,000 HMIS end users.

The role emphasizes people leadership, cross-functional collaboration with HMIS governance and vendor teams, and ongoing process improvements while ensuring timely issue resolution and user satisfaction.

Qualifications

• Bachelor’s degree in Data Analytics, Computer Science or Information Systems, Public Policy, Planning, or a related field.
• Minimum 5 years experience working with HMIS and homeless services data systems, including understanding 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.

Responsibilities

• Lead a team of technical support specialists and analysts, providing guidance and quality assurance.
• Establish performance expectations and development plans; keep HMIS knowledge current.
• Foster accountability, collaboration, customer service excellence, and continuous learning.
• Manage staffing schedules, workload balancing, and resource allocation; automate repetitive processes as appropriate.
• Analyze technical support performance metrics and present findings to leadership.
• Coordinate with HMIS vendors, data leadership, and training teams to meet benchmarks.

Skills

HMIS experience

People leadership

Customer-facing support

Communication skills

Policy knowledge

Education

Bachelor’s degree in data analytics, CS, IS, public policy or related field

Tools

HMIS software

Job description

ICF seeks an experienced Homeless Services, Request and Operations Manager to lead the HMIS support organization for a major Continuum of Care project. You will oversee a team delivering high-quality technical assistance, customer service, and operational improvements to 8,000 HMIS end users.

The role emphasizes people leadership, cross-functional collaboration with HMIS governance and vendor teams, and ongoing process improvements while ensuring timely issue resolution and user satisfaction.