Homeless Services, Request and Operations Manager

🔥 0 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $89.6k - $152.4k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

👻 Ghost score 0%

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ICF

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1969

💼 Consulting

🏛️ Government

🏥 Healthcare

💰 $29M Grant on 2023-03

Consulting • Government • Healthcare

ICF is a global consulting firm founded over 55 years ago that partners with governments, businesses, and communities to deliver data-driven, technology-enabled solutions for complex public- and private-sector challenges. Its work areas include digital modernization, data analytics, resilience and adaptation, energy planning, federal health programs, disaster management, and infrastructure and transportation support. ICF provides consulting, program implementation, and advisory services to drive measurable outcomes and build community resilience.

📋 Description

• Lead a team of technical support specialists providing cross-functional support for HMIS application issues and end-user inquiries • Ensure accurate and timely first- and second-level customer support for approximately 8,000 HMIS end users • Develop and implement multi-channel ticketing systems for HMIS end users, agency administrators, and partners • Translate complex technical requirements into accessible plain language • Analyze HMIS workflows and recommend technology-enabled improvements through automation, enhanced user interfaces, and improved training • Monitor ticket volume, escalations, customer satisfaction, resolution times, and other performance benchmarks • Serve as 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 • Manage team professional development, performance expectations, goals, quality assurance, schedules, workload balancing, coverage planning, and resource allocation • Analyze technical support performance metrics and present findings to HMIS and CoC leadership • Identify opportunities to improve operational efficiency and reduce support costs • Collaborate with Implementation and Customer Success teams on onboarding and customer adoption • Liaise with CoC HMIS and data leadership, 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 field; equivalent experience may be considered • Minimum 5 years experience working with HMIS and homeless services data systems • Thorough understanding of HMIS software requirements, software workflows, and process improvement frameworks • Proven ability to manage professional teams and deliver operational or technical outcomes in ambiguous situations • Experience managing customer-facing support operations • Excellent communication skills, coaching and capacity building experience, and leadership abilities • Knowledge of HMIS governance, policy, and administration • Preferred: ability to execute long-term strategies through short-term operational and tactical activities using measurable work plans, task assignments, and contracts/subcontracts • Preferred: experience implementing technical operations and support center performance measurements, tracking goal attainment, and workforce management practices

🏖️ Benefits

• Equal opportunity employer • Reasonable accommodations for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs • Confidential accommodation assistance • Benefits offerings referenced under the Transparency in (Benefits) Coverage Act