Location: Remote (preferably within 75 miles of Jupiter, FL)
Compensation: $130,000.00 – $140,000.00 per year

Company Overview

Scenthound is the nation’s first franchise concept providing monthly hygiene services and wellness care for dogs. Our innovative approach and technology-driven strategy fuel rapid expansion, with nearly 130 locations open and 200 projected by the end of 2025.

Job Overview

This dual-function leadership role combines strategic IT direction with hands-on ownership of enterprise application ecosystems. In addition to overseeing infrastructure, security, and team operations, the Director will also lead application support strategy — ensuring optimal performance, usability, integration, and support of core business systems. This includes internal tools, SaaS platforms, customer-facing applications, and franchise technology.

The ideal candidate balances system reliability and innovation with user-centric service delivery. They proactively address incidents, manage escalations, and develop application support standards across the company’s growing network of franchise locations.

 Key Responsibilities

·      Lead the entire IT portfolio: infrastructure, security, application support, user services, and vendor management.

·      Develop and execute a scalable IT and application roadmap aligned with company growth objectives.

·      Serve as the operational lead for application uptime, reliability, and performance. This includes communication to our franchisees about issues that may arrise.

·      Build, mentor, and manage high-performing technical and support teams across distributed environments.

Application Support Leadership

·      Oversee the support and vendor relationship of all enterprise and franchise applications.

·      Act as the executive owner for software vendor relationships and SLAs related to application support.

·      Implement and manage incident, request, problem, and change management processes (e.g., ITIL framework).

·      Work cross-functionally with business units to translate evolving requirements into system improvements and integrations.

·      Establish tiered support structures and knowledge base documentation to ensure effective and scalable franchisee and end-user support.

·      Drive root cause analysis for recurring application issues and partner with vendors to ensure permanent resolution.

Franchise Technology Enablement

·      Deliver consistent and scalable support for franchisees.

·      Support onboarding and training processes for new franchise locations, with a focus on technology readiness and software use.

·      Monitor support trends and feedback from the field to continuously improve application usability and effectiveness.

·      Oversee Office 365, SaaS platforms, cybersecurity, and networking across multiple franchise sites.

·      Manage enterprise-wide IT compliance, including privacy and data handling practices across customer-facing systems.

Looking For a Leader Who Is...

·      Strategic yet hands-on, capable of toggling between vision and execution.

·      Passionate about user experience and business impact.

·      Equally comfortable speaking with franchisees, engineers, executives, and vendors.

·      Proactive and results-driven with a strong service mindset.

Must-Have Experience

·      7+ years of IT leadership, with at least 3 years overseeing application support teams or software portfolios.

·      Strong technical understanding of SaaS ecosystems and application integrations.

·      Familiarity with franchise business models and distributed end-user environments.

·      Demonstrated ability to manage internal and external application support teams.

·      Solid track record implementing scalable, reliable ITSM practices (ServiceNow, Jira Service Desk, etc.).

·      Experience with:

Preferred Certifications and Knowledge

·      ITIL Foundation or higher

·      PMP or similar project leadership experience

·      Microsoft 365 Certified: Enterprise Administrator Expert

·      Experience in grooming, pet wellness, or franchise-based retail industries is a plus

 
Soft Skills

·      Exceptional communication and change management skills

·      Stakeholder partnership and user empathy

·      Vendor negotiation and service level management

·      Passion for building scalable systems that serve people, not the other way around

 
What You'll Like Hearing

·      “Take ownership of our application experience and performance.”

·      “Shape IT and app support for 200+ fast-growing locations.”

·      “Be the glue between tech, franchisees, and operations.”

 
Benefits

·      Medical, dental, vision

·      Life insurance and short-term disability

·      Paid time off and 401(k) with company match

·      Free grooming services for your dog

·      Energetic, fun, and mission-driven work environment