Homeless Services Manager, Request and Operations

🔥 3 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $89.6k - $152.4k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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ICF

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1969

🏥 Healthcare

📦 Logistics

📣 Marketing

💰 $30M Grant on 2021-03

Healthcare • Logistics • Marketing

ICF is a global consulting and technology services company that helps government and commercial clients tackle complex challenges. The firm provides expertise in areas such as Federal IT modernization, energy and utilities, public health, climate resilience, disaster management, and transportation. ICF leverages data and analytics, artificial intelligence, and cybersecurity to deliver innovative solutions. With a strong commitment to corporate citizenship and sustainability, ICF supports social programs and community development, aiming for a sustainable, low-emissions future. The company operates worldwide, with significant presence in Europe through its offices in Belgium, Spain, and the UK.

📋 Description

• Support administration and operation of a Homeless Management Information System (HMIS) for a large Continuum of Care • Lead technical support specialists providing cross-functional support, troubleshooting, end-user inquiry resolution, technical support services, and customer experience improvements • Ensure timely first- and second-level responses to support requests from 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 performance benchmarks • Act 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 technical support specialists and analysts, including professional development, guidance, leadership, and quality assurance • Establish performance expectations, goals, and professional development plans • Manage staffing schedules, workload balancing, coverage planning, and resource allocation • Analyze technical support performance metrics and present findings to HMIS and CoC leadership • Identify operational efficiency and cost-reduction opportunities • Collaborate with Implementation and Customer Success teams on onboarding and customer adoption • Liaise with HMIS leadership, 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 • 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 • Ability to execute long-term strategies through short-term operational and tactical activities, using defined and measurable work plans, task assignments, and contracts/subcontracts where necessary • Experience implementing technical operations and support center performance measurements, tracking goal attainment, and implementing workforce management practices • Application must be submitted directly by the applicant • Must comply with ICF’s policy prohibiting AI tools during interviews unless needed as an accommodation

🏖️ Benefits

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