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ICF
ICF
5,001 – 10,000 Employees
H1B Visa SponsorHealthcareLogisticsMarketing
ICF is a global consulting and technology services company working with government and commercial clients on complex challenges across Federal IT modernization, energy and utilities, public health, climate resilience, disaster management, and transportation. Its teams combine data and analytics, artificial intelligence, cybersecurity, and sector expertise to develop and deliver practical solutions. ICF also focuses on corporate citizenship and sustainability, including efforts that support social programs, community development, and a lower-emissions future. The company operates internationally, with a notable European presence in Belgium, Spain, and the UK.
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Homeless Services Manager, HMIS Operations and Support (Remote)

Lead HMIS support operations for ICF, a global advisory and technology services provider. Manage technical support teams, customer outcomes, and operational improvements for homelessness services.

USUnited StatesCACalifornia
$89,649 – $152,404 / year
RemoteFull-timeMiddleSeniorEnglish RequiredOperations

Description

  • Administer and operate an HMIS supporting a large Continuum of Care
  • Lead technical support specialists across troubleshooting, inquiry resolution, service delivery, and customer experience improvement
  • Ensure timely first- and second-level support for approximately 8,000 HMIS users
  • Design and implement multichannel ticketing systems for users, agency administrators, and partners
  • Convert complex technical requirements into clear, accessible language
  • Evaluate HMIS workflows and recommend improvements through automation, interface enhancements, and training
  • Track ticket volume, escalations, satisfaction, resolution times, and performance benchmarks
  • Serve as the escalation lead for high-priority issues and critical incidents
  • Maintain customer communications during major system events and service disruptions
  • Oversee customer satisfaction programs and service recovery activities
  • Manage support specialists and analysts through coaching, professional development, leadership, and quality assurance
  • Set performance expectations, goals, and development plans
  • Coordinate staffing schedules, workload distribution, coverage, and resource allocation
  • Analyze support metrics and present findings to HMIS and Continuum of Care leadership
  • Identify opportunities to improve operational efficiency and reduce costs
  • Partner with Implementation and Customer Success teams on onboarding and adoption
  • Coordinate with HMIS leaders, vendors, training teams, and internal and external partners

Requirements

  • Bachelor’s degree in data analytics, computer science or information systems, public policy, planning, or a related field; equivalent experience may be considered
  • At least five years of experience working with HMIS and homelessness services data systems
  • Strong understanding of HMIS software requirements, workflows, and process improvement frameworks
  • Demonstrated ability to lead professional teams and deliver operational or technical results in ambiguous environments
  • Experience managing customer-facing support operations
  • Excellent communication, coaching, capacity-building, and leadership skills
  • Knowledge of HMIS governance, policy, and administration
  • Ability to turn long-term strategies into measurable short-term operational plans, assignments, and contracts or subcontracts when required
  • Experience establishing support-center performance measures, tracking goal achievement, and applying workforce management practices
  • Applicants must submit their applications directly
  • Must follow ICF’s policy restricting AI tools during interviews unless an accommodation is required

Benefits

  • ICF is an equal opportunity employer
  • Reasonable accommodations are available for disabled veterans, people with disabilities, and individuals with sincerely held religious beliefs
  • Confidential support is available for accommodation requests
  • Benefits information is provided under the Transparency in (Benefits) Coverage Act

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