Senior HMIS Operations & Support Lead (Remote)

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

Job summary

ICF’s Homeless Services team seeks an experienced Manager to lead HMIS operations and a technical support team, ensuring timely issue resolution and excellent customer experiences.

The role focuses on leadership, process improvement, and cross-functional collaboration with HMIS partners to support a large Continuum of Care and contribute to better outcomes for people experiencing homelessness.

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.

Responsibilities

• 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.
• 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.

Skills

HMIS experience

Team leadership

Customer support operations

Education

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

Job description

ICF’s Homeless Services team seeks an experienced Manager to lead HMIS operations and a technical support team, ensuring timely issue resolution and excellent customer experiences.

The role focuses on leadership, process improvement, and cross-functional collaboration with HMIS partners to support a large Continuum of Care and contribute to better outcomes for people experiencing homelessness.