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About the Role

The IT Operations Specialist, Franchise is the dedicated liaison between independently operated agency locations and the corporate IT organization, owning the franchise technology experience from onboarding to day-to-day support. Success in this role means franchise owners feel supported, informed, and confident in their technology.

Responsibilities

• 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.
• 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 to setup, configuration, and troubleshooting.
• Provide proactive status updates and follow up after resolution to confirm the fix.
• Communicate clearly and without technical jargon, adapting explanations to non-technical users.
• 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.
• Document issues, actions, and solutions in the ticketing system.
• Manage competing requests across many locations.
• Lead IT onboarding for new franchise locations, including hardware provisioning, account creation, and application access.
• Configure franchise devices and networked equipment to established corporate standards.
• Coordinate the deployment, tracking, and retirement of technology hardware.
• Verify that franchise endpoints meet security and compliance requirements.
• Train franchise owners and staff on corporate systems, agency management platforms, and end user equipment.
• Develop and maintain self-service documentation, knowledge base articles, and quick reference guides.
• Liaise with application partners, carriers, and technology vendors to resolve issues.
• Promote established corporate IT standards to ensure consistency of data security and integrity.
• Communicate security risks, planned maintenance, and possible service disruptions to the franchise network.
• Support IT offboarding and access deactivation when franchise locations close, transfer, or change ownership.
• Represent the franchise perspective within corporate IT, surfacing feedback to appropriate teams.
• Partner with corporate IT, security, and application teams to escalate and drive resolution of issues.
• Report on franchise support volume, trends, resolution times, and satisfaction.
• Support deployment of corporate projects to the franchise network.
• Assist with the development of franchise support standards, procedures, and service expectations.
• Create and maintain process and systems documentation.
• Provide timely project status updates to management.
• Identify areas of improvement to the franchise IT experience.
• Provide assistance and cross-fill duties for other members of the department.

Requirements

• 3–5 years in IT support, IT operations, or a related technical role, including direct end user support.
• Demonstrated experience supporting a franchise, multi-location, or otherwise distributed business model.
• Track record serving as a liaison or single point of contact between a corporate function and independent or externally operated business locations.
• Proven white-glove, high-touch support with a service-first mindset.
• Hands-on Tier 1–2 troubleshooting across Windows endpoints, mobile devices, printers, peripherals, and common business applications.
• Experience administering user accounts, groups, and access within an identity management system.
• Working knowledge of IT security principles, methods, best practices, and tools.
• Experience using centralized IT system management and ticketing tools.
• Excellent written and verbal communication; able to translate technical concepts for non-technical business owners and staff.
• Disciplined follow-up; keeps stakeholders informed and drives every issue to closure.

Skills

• IT support
• IT operations
• End user support
• Franchise support
• Multi-location support
• Distributed business model support
• Liaison
• Single point of contact
• White-glove support
• High-touch support
• Service-first mindset
• Tier 1–2 troubleshooting
• Windows endpoints
• Mobile devices
• Printers
• Peripherals
• Business applications
• Identity management systems
• IT security principles
• IT security methods
• IT security best practices
• IT security tools
• Centralized IT system management
• Ticketing tools
• Written communication
• Verbal communication
• Technical concept translation
• Follow-up
• Issue resolution
• Insurance industry experience (preferred)
• Agency management systems (preferred)
• Microsoft 365 (preferred)
• Entra ID / Active Directory (preferred)
• Intune (preferred)
• Self-service documentation development (preferred)
• Knowledge base content creation (preferred)
• Service management platforms (preferred)

Location

• Austin, TX

Work Type

• On-site
• Remote

Experience Level

• 3-5 years

About the Company

• 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.
• 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.
• We're data-driven for better value and people led for better service.
• Our purpose is rooted in clarity, guidance, and long-term trust.
• We're building something meaningful and looking for purpose-driven individuals to help lead the way.
• Our values shape how we work, lead, and grow together.
• 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.