IT Operations Specialist, Franchise

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 escalate 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