Teams at Reciprocity Industries LLC

Leads daily IT infrastructure and service delivery across offices and remote environments. Oversees service desk operations, Microsoft 365, identity and endpoint management, networks, workplace technology, vendors, assets, budgets, continuity planning, and operational recovery. The hands-on manager leads infrastructure and support staff, coordinates incidents and changes, implements approved security controls, maintains documentation and audit evidence, and partners with security, development, QA, product, facilities, and business teams.

Provides compassionate client support for intake and litigation departments by handling inquiries, conducting interviews, verifying eligibility, explaining legal processes, completing forms and contracts, organizing documentation, and following up on required steps. Maintains confidentiality, accuracy, and service quality while collaborating with team members, supporting process improvements, adapting to changing priorities, and participating in training.

Leads daily Intake call center operations, including staffing, scheduling, performance management, coaching, hiring, training, quality assurance, compliance, reporting, and process improvement. Oversees service levels, conversion metrics, customer satisfaction, HIPAA and privacy compliance, and cross-functional initiatives such as system enhancements and campaign rollouts.