IT Operations Specialist, Franchise

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

Who We Are.

At We Insure Group, we are passionate, driven, and purposeful in our mission to personalize protection at the right value. We believe in delivering tailored insurance solutions that meet each client’s unique needs, ensuring they feel confident and supported in every decision.

As both a franchise platform and direct insurance provider, We Insure empowers like-minded entrepreneurs with the opportunity to own and operate successful agencies. With over 200 locations across 35 states, we support our agency owners, customers, and carrier partners by enabling faster service, greater efficiency, better choices, and improved results.

What sets us apart? We’re data-driven for better value and people led for better service. Our purpose is rooted in clarity, guidance, and long-term trust helping individuals and business owners make informed choices about their insurance coverage. We're building something meaningful and looking for purpose-driven individuals to help lead the way.

The IT Operations Specialist, Franchise is the face of corporate IT to our franchise network. This is a relationship-driven, franchise-facing role: you are the dedicated liaison between independently operated agency locations and the corporate IT organization, and you own the franchise technology experience from onboarding a new location through the day-to-day support that keeps it running. Success in this role looks less like infrastructure uptime and more like franchise owners who feel supported, informed, and confident in their technology. The position is based on-site in Austin, TX, and support to franchise locations is delivered remotely.

Duties / Responsibilities

Franchise Support & Service Delivery

• Serve as the dedicated single point of contact between franchise agency owners and corporate IT, owning the relationship end to end.
• Deliver white-glove, concierge-level service to franchise owners and their staff, from first contact through confirmed resolution.
• Act as the first and second level of contact for troubleshooting and implementing corrective actions on franchise user technical issues.
• Take a hands-on approach - personally complete setup, configuration, and troubleshooting work rather than routing it elsewhere.
• Provide proactive status updates throughout an issue and follow up after resolution to confirm the fix held and the user is satisfied.
• Communicate clearly and without technical jargon, adapting explanations to non-technical business owners and staff of varying skill levels.
• Provide diagnostic and repair services for franchise hardware, software, peripherals, and other equipment.
• Manage access rights and accounts for franchise users in the identity management system.
• Install, test, evaluate, and upgrade software to ensure it is current, compatible, and efficiently deployed at franchise locations.
• Document issues, actions, and solutions in the ticketing system to support trend analysis, recurring issue identification, and service history.
• Manage competing requests across many locations without losing visibility of open items.

Franchise Onboarding, Enablement & Standards

• Lead IT onboarding for new franchise locations - hardware provisioning, account creation, application access, and orientation to corporate IT standards.
• Configure franchise devices and networked equipment to established corporate standards.
• Coordinate the deployment, tracking, and retirement of technology hardware across the franchise network.
• Verify that franchise endpoints meet security and compliance requirements, including device enrollment, patching, multi-factor authentication, and backup.
• Train franchise owners and staff on corporate systems, agency management platforms, and end user equipment through individual and group sessions.
• Develop and maintain self-service documentation, knowledge base articles, and quick reference guides written for non-technical users.
• Liaise with application partners, carriers, and technology vendors to resolve franchise-impacting issues and improve the user experience.
• Promote established corporate IT standards to ensure consistency of data security and integrity across independently operated locations.
• Communicate security risks, planned maintenance, and possible service disruptions clearly to the franchise network.
• Support IT offboarding and access deactivation when franchise locations close, transfer, or change ownership.

Corporate IT Liaison & Continuous Improvement

• Represent the franchise perspective within corporate IT, surfacing recurring issues, gaps, and franchise feedback to the appropriate teams.
• Partner with corporate IT, security, and application teams to escalation and drive resolution of issues that cannot be resolved at the franchise level.
• Report on franchise support volume, trends, resolution times, and satisfaction to inform staffing and process decisions.
• Support deployment of corporate projects to the franchise network, including phased rollout planning, communication, and adoption follow-through.
• Assist with the development of franchise support standards, procedures, and service expectations.
• Create and maintain process and systems documentation, including support runbooks and franchise-facing procedures.
• Provide timely project status updates to management when assigned to special projects.
• Identify areas of improvement to the franchise IT experience and continually strive for process improvements.
• Provide assistance and cross-fill duties for other members of the department.

Required Qualifications

Experience

• 3-5 years in IT support, IT operations, or a related technical role, including direct end user support.

Franchise / Multi-Site

• Demonstrated experience supporting a franchise, multi-location, or otherwise distributed business model.

Liaison Experience

• Track record serving as a liaison or single point of contact between a corporate function and independent or externally operated business locations.

Service Delivery

• Proven white-glove, high-touch support with a service-first mindset; comfortable being the face of IT to business owners.

Help Desk

• Hands-on Tier 1-2 troubleshooting across Windows endpoints, mobile devices, printers, peripherals, and common business applications.

Identity & Access

• Experience administering user accounts, groups, and access within an identity management system.

Security

• Working knowledge of IT security principles, methods, best practices, and tools used to secure end-user computing and data devices.

Systems Management

• Experience using centralized IT system management and ticketing tools to support a distributed user base.

Communication

• Excellent written and verbal communication; able to translate technical concepts for non-technical business owners and staff.

Follow-Through

• Disciplined follow-up; keeps stakeholders informed and drives every issue to closure across many concurrent locations.

Preferred Qualifications

• Experience in the insurance industry, particularly supporting independent agencies or agency owners.
• Experience working within a franchisor / franchisee support model.
• Familiarity with agency management systems such as EZLynx or Applied Epic.
• Experience supporting Microsoft 365, Entra ID / Active Directory, and Intune in a distributed environment.
• Experience developing self-service documentation, training materials, or knowledge base content for non-technical users.
• Familiarity with service management platforms such as Jira Service Management.

Our Values. The We Way.

At We Insure, Group our values shape how we work, how we lead, and how we grow together. They’re more than just words, they guide every interaction, every decision, and every customer experience.

• We personalize protection at a price you can trust
• We hustle to find opportunity
• We care authentically
• We thrive in ambiguity
• We own our results
• We have fun along the way
• And-we’re just getting started