IT Support Desk Manager

IT Support Desk Manager / Lead (M365 & MFA Focus)
W2 / Contract to Hire
Mostly reote, some onsite in Chicago, IL (near airport)
CDW is seeking a hands-on Support Desk Manager/Lead with strong Microsoft 365 administration expertise and a focus on MFA and identity security. This is a player-coach role leading a small team while actively handling Level 2/3 escalations and supporting a range of SaaS applications in a dynamic, acquisition-driven environment.
Key Responsibilities:

• Lead and mentor a small Service Desk team; serve as primary escalation point for Level 2/3 issues
• Own Microsoft 365 administration, with deep focus on MFA, Conditional Access, and identity security
• Manage Azure AD / Entra ID, including user lifecycle, RBAC, and secure access controls
• Troubleshoot and resolve complex issues across M365 and other SaaS platforms
• Support onboarding/offboarding, licensing, and access provisioning across systems
• Enforce security best practices (Zero Trust, least-privilege) across the environment
• Drive process improvements, documentation, and service desk efficiency

Required Experience:

• 5 years in IT support, with 1-2 years in a lead or management role
• Strong hands-on experience resolving Level 2/3 issues in M365 environments
• Expertise in Azure AD / Entra ID, MFA, and Conditional Access
• Experience supporting and troubleshooting SaaS applications
• Ability to lead while remaining deeply technical and hands-on

What We're Looking For:
A hands-on leader who can guide a small team, own escalations, and drive secure, efficient operations across Microsoft 365 and SaaS systems.

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