Job 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