[Hiring] Homeless Services, Request and Operations Manager @ICF

Role Description

ICF’s Homeless Services team works with federal agencies, state and local governments, non-profits, and other community partners to implement evidence-based best practices and to innovate and identify new solutions to ending homelessness. ICF is currently seeking an experienced and mission-oriented candidate to support the administration and operation of a Homeless Management Information System (HMIS) for a large Continuum of Care (CoC).

The successful candidate will serve in a senior leadership role and will be responsible for leading a team of technical support specialists who will:

• Provide collaborative and cross-functional support troubleshooting HMIS application issues.
• Resolve HMIS end user inquiries.
• Deliver technical support services.
• Provide exceptional customer experiences.

We are seeking a Manager who is adept at balancing people leadership, customer relationship management, technical operations, and continuous improvement initiatives. The position works closely with partners across the HMIS Lead, HMIS vendor, and HMIS system administration teams to ensure:

• Timely issue resolution.
• Scalable support processes.
• Successful customer outcomes.

Please note: This role is contingent upon a contract award. While it is not an immediate opening, we are actively conducting interviews and extending offers in anticipation of the award.

Qualifications

• 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.
• Proven ability to manage professional teams and deliver operational or technical outcomes.
• Experience managing customer-facing support operations.
• Excellent communication skills, coaching and capacity building experiences, and leadership abilities.
• Knowledge of HMIS governance, policy, and administration.

Requirements

• Ability to execute long-term strategies through short-term operational and tactical activities.
• Experience implementing technical operations and support center performance measurements.

Benefits

• Reasonable Accommodations are available for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs.
• All information provided will be kept confidential and used only to the extent required to provide needed reasonable accommodations.

Company Description

ICF is a global advisory and technology services provider, combining unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

• We are an equal opportunity employer.
• Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals.