Franchise IT Concierge & Onboarding Lead

Peak6 Investments LLC; Austin (TX); On-site; USD 68,000 - 90,000; Full time

Job summary

We Insure Group, headquartered in Austin, TX, seeks an IT Operations Specialist, Franchise to be the face of corporate IT for its franchise network. This on-site role collaborates with franchise locations while supporting them remotely, ensuring a secure and efficient technology experience.

You will onboard new locations, configure devices, manage access, and provide ongoing end-user support with a focus on clear communication and high service standards.

Qualifications

• 3-5 years in IT support or related role with end-user support.
• Experience supporting a franchise, multi-location, or distributed business model.
• Liaison experience between corporate IT and independent locations.
• White-glove, high-touch service mindset; service-first.
• Excellent written and verbal communication; translate technical concepts for non-technical users.

Responsibilities

• Act as the dedicated single point of contact between franchise agency owners and corporate IT.
• Deliver white-glove, concierge-level service from first contact through resolution.
• Troubleshoot and implement corrective actions on franchise user IT issues.
• Hands-on setup, configuration, and troubleshooting at franchise locations.
• Provide proactive status updates and confirm resolution success.
• Document issues and actions in the ticketing system for trend analysis.
• Ensure franchise endpoints meet security/compliance requirements.
• Train franchise owners and staff on corporate systems and end-user equipment.
• Promote IT standards to ensure consistent data security across locations.
• Assist with onboarding/offboarding and access management for locations.

Skills

IT support

Franchise / Multi-Site

Liaison experience

Service delivery

Help desk

Identity management

Security

Systems management

Communication

Follow-through

Insurance industry (preferred)

Tools

EZLynx

Applied Epic

Microsoft 365

Entra ID/Active Directory

Intune

Jira Service Management

Job description

We Insure Group, headquartered in Austin, TX, seeks an IT Operations Specialist, Franchise to be the face of corporate IT for its franchise network. This on-site role collaborates with franchise locations while supporting them remotely, ensuring a secure and efficient technology experience.

You will onboard new locations, configure devices, manage access, and provide ongoing end-user support with a focus on clear communication and high service standards.