Homeless Services Operations Manager

Job Summary

To support the administration and operation of a Homeless Management Information System (HMIS), the full-time Homeless Services Operations Manager will lead a team of technical support specialists, ensuring effective customer support, operational efficiency, and continuous improvement initiatives, with the flexibility to work remotely or from various locations.

Key responsibilities

• Manage customer support requests from approximately 8,000 HMIS end users, ensuring timely and accurate responses
• Oversee the professional development of technical support specialists, establishing performance expectations and fostering a culture of collaboration and accountability
• Analyze technical support metrics to identify improvement opportunities and ensure effective operational support for HMIS users

Required qualifications

• Bachelor's degree in Data Analytics, Computer Science, Information Systems, Public Policy, Planning, or a related field; equivalent experience may be considered
• Minimum 5 years of experience with HMIS and homeless services data systems, including a thorough understanding of HMIS software requirements
• Proven ability to manage professional teams and deliver operational or technical outcomes
• Experience managing customer-facing support operations
• Knowledge of HMIS governance, policy, and administration