IT Support & Operations Lead (Office IT & Service Operations)

Villacarte Group — IT Department

Location: Phuket, Thailand (on-site)

About VillaCarte Group

VillaCarte Group is a premium real estate development and hospitality company based in Phuket, Thailand, since 2012. Our portfolio includes residential projects Layan Green Park, LaVista Villas and Layan Verde, the VillaCarte real estate agency, La Green Hotel.

Here you can find more information about our corporate culture and benefits -

About the Role

We're hiring an IT Support & Operations Lead to take full responsibility for IT support in our Phuket office and to own our third-party services portfolio, including access, payments, and licenses. You'll act as the technical lead for our IT Support specialist and stay hands-on with tickets yourself when things get busy.

This is a senior role, clearly distinct from our DevOps team (CI/CD, Kubernetes, product cloud infrastructure, backups, owned by Aleksandr Rogozianov's team), from our Security Engineer (security architecture and policies), and from our CRM Automation specialists (workflow/automation logic on top of CRM and messaging tools). You won't be pulled into any of them.

Reports to: CIO

Key Responsibilities

IT Support (you own it end to end)

• Be accountable for the whole IT support function: every request is logged, resolved or escalated, and measured

• Set up and run a simple support process: one place for requests, clear priorities, a monthly report (volume, categories, response time), and recommendations on tools and headcount based on the numbers

• Act as technical lead for our IT Support specialist: set standards, review work, and be the escalation point for anything they can't resolve

• Stay hands-on: when there's a backlog or spike in tickets, jump in and work them yourself alongside the specialist. This is a working lead role, not pure oversight

• If you can demonstrate the need, we're open to growing IT Support headcount under you

Office IT

• Own corporate office IT: employee workstations/laptops (Windows/macOS), LAN/Wi-Fi, printers and peripherals, employee VPN access, and basic endpoint hygiene (antivirus, disk encryption, updates)

• Be the go-to person for anything that keeps the office running technically, on site

Service & Vendor Operations

• Take ownership of our third-party SaaS portfolio (about 40 services: Google Workspace, ClickUp, Slack, Zoom, Dropbox, Cloudflare, Namecheap, Miro, Figma, QuickBooks, Adobe CC, VPN, and more): hold admin access, add and remove users, and keep access aligned with who actually works here

• Own billing, subscriptions, and licenses: payments, renewals, seat counts against real headcount, and elimination of duplicate or unused licenses

• Be the primary point of contact for these vendors and keep the services inventory accurate and current, including owner, cost, seats, and renewal date

• Handle day-to-day administration of Google Workspace and other services at the user and access level (accounts, groups, access requests). Deep technical configuration is not required

• Note: for Cloudflare and Namecheap, you own access and billing, while DNS/CDN configuration changes go through DevOps. For CRM and messaging tools (Zoho One, Wazzup24, CallGear), you cover accounts, access, and billing, not workflow logic

First 3 Months

• Get to know our landscape: what equipment and infrastructure we have, how it all works, and who uses what

• Understand the support load and pain points: what people ask for, where things break, what takes the most time, what we do well, and what we don't

• Build a clear picture and plan: what to fix first, what to leave as is, and what support really needs in terms of tools, processes, and headcount

• In parallel, take over our third-party services: admin access, payments, and seat control

Explicitly out of scope (owned by other teams): Linux server administration, databases, Docker/Kubernetes, CI/CD, the monitoring stack, and backup/DR (DevOps); security architecture and policies (Security Engineer); CRM/automation workflow design (Automation specialists).

Requirements

• 5+ years in IT Support / System Administration, including at least 2 years as the person accountable for IT support, not only as a member of a team

• Strong hands-on troubleshooting for end-user devices (Windows/macOS), office networking (LAN/Wi-Fi), and peripherals

• Experience owning the business side of a SaaS portfolio: admin access, user provisioning, billing, seat and license control, and renewals. Deep technical expertise is not required

• Comfortable as a player-coach: able to set standards and lead, but just as willing to pick up tickets yourself when the queue is heavy

• Working English (B1+): international team

• Based in Phuket or ready to relocate there. The role is on-site

Nice to Have

• Google Workspace administration experience (users, groups, org units)

• Basic Linux/server literacy, enough to administer simple self-hosted tools (e.g. a VPN service)

• Familiarity with AI tools (Claude, ChatGPT, n8n), enough to support internal users, not build products

• Vendor negotiation experience

• Experience in real estate, hospitality, proptech, or a fast-moving startup environment