Senior HMIS Operations & Support Leader

ICF; Los Angeles (CA); Remote; USD 90,000 - 152,000; Full time

Job summary

ICF is seeking an experienced Homeless Services, Request and Operations Manager to lead a team supporting the HMIS for a large CoC. You will oversee technical support, customer inquiries, and performance improvement initiatives while collaborating with HMIS leads, vendors, and system administration teams.

The role emphasizes leadership, operations management, and continuous improvement in a mission-driven environment. This is a remote, nationwide opportunity contingent on contract award.

Qualifications

• Bachelor’s degree or equivalent experience in a relevant field.
• Minimum 5 years experience with HMIS and homeless services data systems.
• Proven ability to manage professional teams and deliver outcomes.
• Experience managing customer-facing support operations.
• Excellent communication, coaching, and leadership abilities.
• Knowledge of HMIS governance, policy, and administration.

Responsibilities

• Lead a team of technical support specialists and analysts delivering HMIS support.
• Develop multi-channel ticketing systems and manage incident response.
• Translate complex requirements for non-technical audiences and drive improvements.
• Understand HMIS end-user workflows and drive automation and training improvements.
• Monitor performance metrics and manage escalations and customer satisfaction.
• Collaborate with HMIS leads, vendor, and system administration teams.

Skills

Communication

Leadership

Customer service

HMIS governance knowledge

Data analysis

Education

Bachelor's degree in Data Analytics, CS, IS, Public Policy, Planning

Job description

ICF is seeking an experienced Homeless Services, Request and Operations Manager to lead a team supporting the HMIS for a large CoC. You will oversee technical support, customer inquiries, and performance improvement initiatives while collaborating with HMIS leads, vendors, and system administration teams.

The role emphasizes leadership, operations management, and continuous improvement in a mission-driven environment. This is a remote, nationwide opportunity contingent on contract award.