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ICF
ICF
5,001 – 10,000 Employees
ConsultingGovernmentHealthcare
ICF is a global consulting firm that helps governments, businesses, and communities address complex challenges through data, technology, and program expertise. Founded in 1969, the company works across consulting, government, and healthcare, supporting digital modernization, analytics, resilience and adaptation, energy planning, federal health programs, disaster management, infrastructure, and transportation. Its teams combine advisory services with program implementation to help clients achieve measurable results and strengthen community resilience.
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ICF HMIS Operations Manager - California Remote

Lead HMIS support operations and service improvements for approximately 8,000 homeless-services users. ICF delivers technology and evidence-based solutions for governments, nonprofits, and communities.

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

Description

  • Manage a technical support team handling HMIS application problems and end-user questions across functions.
  • Deliver accurate, prompt first- and second-level support to approximately 8,000 HMIS users.
  • Design and launch multi-channel ticketing processes for HMIS users, agency administrators, and partners.
  • Convert complex technical specifications into clear, accessible language.
  • Review HMIS workflows and propose technology-based improvements involving automation, user-interface enhancements, and better training.
  • Track ticket volumes, escalations, satisfaction, resolution times, and other service performance measures.
  • Act as the escalation lead for critical incidents and high-priority customer concerns.
  • Coordinate customer communications during major system events and service interruptions.
  • Lead customer satisfaction programs and service recovery initiatives.
  • Direct team development, performance standards, objectives, quality assurance, scheduling, workload distribution, coverage, and resource planning.
  • Evaluate support performance data and share findings with HMIS and CoC leadership.
  • Find ways to increase operational efficiency and lower support expenses.
  • Partner with Implementation and Customer Success teams on onboarding and customer adoption.
  • Coordinate with CoC HMIS and data leaders, the HMIS vendor, 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 discipline; equivalent experience may be considered.
  • At least five years of experience working with HMIS and homeless-services data systems.
  • Strong knowledge of HMIS software requirements, workflows, and process-improvement frameworks.
  • Demonstrated experience leading professional teams and achieving operational or technical results in ambiguous environments.
  • Background managing customer-facing support operations.
  • Excellent communication, coaching, capacity-building, and leadership skills.
  • Knowledge of HMIS governance, policy, and administration.
  • Preferred: experience turning long-term strategies into measurable short-term operational and tactical plans through work plans, assignments, and contracts or subcontracts.
  • Preferred: experience establishing technical operations and support-center performance measures, monitoring goal achievement, and applying workforce-management practices.

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 assistance is available for accommodation requests.
  • Benefits offerings are referenced under the Transparency in Benefits Coverage Act.

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