it staff to user ratio 2021

Of the 65: 8 are 100% management (non-technical) Not only is Gartner research unbiased, it also contains key take-aways and recommendations for impactful next steps. Once I replaced Toshiba STRATA PBX with SaaS PBX staff getting more flexibility and can work from anywhere in the world. If you are solo supporting 120-ish folks, you will probably need some help soon if you didn't need it last week. 80% WFH with users living across the country (one person in Canada). On the low end, a few lucky techs were each supporting about a dozen users. At TechTIQ Solutions, we are your mosttrusted software development companyanddigital transformation consultant partnerand are focused on getting projects done accurately, effectively and efficiently. All other trademarks are the property of their respective owners. Didn't find what you were looking for? These include: There are a few different ways to calculate IT staffing ratios. 7 locations (2 of which are an hour drive away). Or should that multiple people with different skill sets? remote offices were no more than 5-7 people. We were also out of IP addresses since the last CIO never asked for more. Dive into our sandbox to demo Auvik on your own right now. We serve about 12,000 Students, 500ish staff and 150ish faculty. We also throw work to other VARs occasionally to keep them in the mix. The mode average was 150 users per tech. and staffing metrics for over 25 industry and government sectors. Name and email are required, but don't worry, we won't publish your email address. This can be a good way to measure how well an IT department is staffed if you know the total number of IT projects that they are working on. The condition of the office was really bad. Do you have developers, websites, in-house apps? 2023 Workforce.com. There is The term employees cycled through before their term was up as they learned we had no intention of retaining them, so training became an issue and was my justification for the 2nd hire. For further information, see Guiding Principles on Independence and Objectivity. Sopiler Alert I was the sole IT person at all 3. How many server support staff members does an organization need today? Deciding the proper user/IT support ratio. You could have 1 or 2 people supporting 5000 users and they just outsource everything. I have also worked where it was one office with 9 people. We had a survey of our set up done, the consultant said we were 1.5 to 2 people short, that was many years ago. See the returns youll get from an automated and more efficient hourly workforce. Will this person be called to travel? Buy Now These guys are easy on IT, they're very vanilla users, Just Office and our ERP system with a little AutoCAD on the side. 350ish Adjunct (part-time) Faculty. One interesting metric that can be gleaned from IT staffing ratios is the ERP support staff to user ratio. 2. By clicking the "" button, you are agreeing to the Determining the optimal IT service desk staffing levels involves more than just comparing industry averages or staffing ratios at similar organizations. We offer one-on-one guidance tailored to your mission-critical priorities. Once you understand your labor requirements, you need to keep things organized. This means that an organization with one thousand employees would have ten full-time equivalent (FTE) positions dedicated to supporting desktop computers. Developed by network and systems engineers who know what it takes to manage todays dynamic IT environments, WebIn this study, we use four benchmarks to assess data management staffing levels: data management staff as a percentage of the IT staff, data management staff as a percentage of the Application Group, users per data management staff member, and applications per data management staff member. (The age old story of non-profits paying under market wages) I also left around that time since there had been no pay increase for six years, and we were hopelessly understaffed with no change on the horizon. This is why we have things like KnowBe4, right? Included in Full Research Overview Conclusion Recommended by the Authors About This Research Anything less than this, and we may not have enough support staff to support our users adequately. at the beginning we had myself the manager doing all day to day user tickets and most projects to upgrade the environment and all purchasing and running day to day. How many people per office? 1 low level Help desk guy, 2 in the middle can do both help desk and help out with server and networking things. He was the one who had set up the servers before I joined. CIOs were asked, "What is the ratio of internal end-users to technical support employees at your company?" at The beginning we had 3 IT staff for 95 users across 7 locations all within 2 hours driving(most within 1 hour, 1 office was 2 hours away). Of the 65: 8 are 100% management (non-technical) The Corporate Campus in Louisville KY. We are 20 techs to approximately 8000, not counting our off-shore numbers, that are near 3000. Privacy Policy. AvaMark, RadarView, AvaSense and Global Equations. Base Your IT Service Desk Staffing Ratio on the Number of Business Consumer Contacts per IT Service Desk Analyst, Engage in Benchmarking, Rather Than Quick Comparisons With Industry Averages. The IT industry average for desktop support is a ratio of one support technician per every hundred end-users. Gartner is a registered trademark of Gartner, Inc. and its affiliates. Nick Michelogiannakis, A pilot program was initiated by the agency to have certain employees work from home, which was a complete mess. All rights reserved. Sucks to be my manager. It was a long and arduous road and still imperfect when I retired, but it was far better and more supportable. Our research practices and procedures distill large volumes of data into clear, precise recommendations. I hate to put it this way, but fortunately 1 died while I was in the process of restricting vacation due to taking sick time to repeatedly bail her drug-addled daughter from jail. How much IT staff do you need: Lessons for leaders. Is this you? Whats the ideal ratio support staff ratio in your MSP? Ryan LaFlamme is Auvik's Senior Content Manager. This publication may not be reproduced or distributed in any form without Gartners prior written permission. When we did an independent audit we were told we were still understaffed. Clients receive 24/7 access to proven management and technology research, expert advice, benchmarks, diagnostics and more. and and Search the forums for similar questions We had an on call person if we had major issues. Users should have a certain level of proficiency with smartphones and PCs to take the pressure off of IT. Hi Chris. The IT industry is a rapidly changing landscape. Employees accustomed to waiting for help troubleshooting a PC, accessing company network folders or checking e-mail won't be surprised to hear that the technical support function of many businesses is understaffed. Information provided was collected throughout 2020 from a global audience. Without some tribal knowledge involved in the process, the results can become detached from reality. Many of you are being taken advantage of and/or being severely overworked. Great article, but something I want to know is whether these techs are also supporting anything else (IE infrastructure, or are they purely user support? https://www.facebook.com/pages/IndustryWeek/91310488418, https://www.linkedin.com/company/industry-week, https://www.youtube.com/user/industryweek, Difference between staffing in ideal and real worlds impacts organizational productivity. Over 30 IT head count ratios are provided for benchmarking IT staff counts, measuring IT worker productivity, and achieving efficiency within the IT department. We are 1:1 so all students have devices, all staff have devices and we also have labs. There is Evaluate your IT key performance indicators (KPIs). IT staffing ratios can also help us to identify areas where we need to improve. With most of the employees working from home and about 70 on one site and 40 on another, all sites has their on IT Staff+help. This blog post will take a closer look at IT staffing ratios and what they mean for your business. Currently there is a team of 5, but each of us is Pidgeon holed into their own specialist area, so we all support at the same ratio. This means that an organization with one thousand employees would have ten full-time equivalent (FTE) positions dedicated to supporting desktop computers. Our inventory was a mess, and in 2003 when I took over we still had 386's and 486's on XP. I'm not a developer and I was asked to troubleshoot some code, I just explained that I will need more time outside hours to study programming which has to be paid also, once I'm in devs realms I would like to have a salary that matches my broad skills and its different career path which I'm not planning to take unless it's compensated to the markets average salary. And over 200 student employees. Your daily dose of tech news, in brief. 70% of users in HQ. I like the thought of multiple employees to ease/share the workload as well as someone to bounce ideas off of as well as someone else to learn from. Phones, ATMs, etc) in 12 countries. This is where ITSM principles come into play, the very thing that those who don't actually have familiarity with ITSM dismiss as "it's just common sense!". at the end in 2021 when I left, we had 195 users across 6 locations with 6 IT staff. Merakis tell what's going where, and I have 2019 HyperVs. Ratio of IT Staff to Employees. remote offices were no more than 5-7 people. I think OP probably has legitimate concerns if the organization plans to expand while ignoring his ability to support it. Buy Now LAN management for 5 sites, ca 140 users - a total of around 250 employees. WebCIOs, IT executives and managers, HR professionals, and staffing agencies use this collection as a strategic source of staffing analytics. All that travel sounds weary for just 1 person. Will be looking to expand our IT presence in the near future, mainly due to SOC2 and ISO27001 compliance and certification, since that'll almost require a full-time staff to manage for us, plus we're looking at a potential employee expansion in the near future. Security Information IT staff had no idea how to troubleshoot, so they simply reimaged machines and generally lost files in the process. remote offices were no more than 5-7 people. Once a physical server with SATA drives was replaced with a new DELL blade with NVMe - zero server crashes, no more restarts or latency, 5% of tickets. 3. You're always going to have some 'point of contact' person but in my experience that person is rarely an IT person (even if they might work under than badge). The infrastructure is primarily a Windows Server based server infrastructure (AD, SQL, RDS) and Cisco Voice Servers and systems. Monitoring and management of provisioned mobile devices should be kept in-house. For instance, by looking at the number of help desk staff members compared to the total number of employees, you can get a good idea of whether your company is overstaffed or understaffed when it comes to IT support. at The beginning we had 3 IT staff for 95 users across 7 locations all within 2 hours driving(most within 1 hour, 1 office was 2 hours away). Deciding the proper user/IT support ratio. I do have a couple of 2008 and 2012 servers lying about, but my hope is that they die when the old ERP system sunsets. Come on over and participate in the poll. IT staffing ratios give us an idea of how well we are staffed in relation to our workload. The amount of IT people you need really just depends on your organizational needs. I have about 100 workstation, about 70 cell phones, in four locations. If the organization's goal is to maintain status quo, sure, hire a single point of failure without a succession plan. Gartner Terms of Use Fill out the form to connect with a representative and learn more. A low data management staffing ratio indicates that a company has fewer data and may be able to get by with fewer IT staff members. WebManage your IT staffing levels. Discover how Workforce.com implementation unlocks the results you want and the adoption you need, all at the perfect pace. Now, this part can technically be done by a 3rd party. I always take my laptop, just in case. 2019 SolarWinds Worldwide, LLC. Our independence as a research firm enables our experts to provide unbiased advice you can trust. Join your peers for the unveiling of the latest insights at Gartner conferences. All Rights Reserved. For example, the typical IT staffing ratio (the number of employees supported by each IT worker) is 1:27 among all companies included in the survey. Not enough to a s**t load about sums up every job I've ever been at. When I go to run the command: Unless that dude is doing way more than IT that should be a 2 hour a week job. 2023Gartner, Inc. and/or its affiliates. Practical solutions and advice for improving labor efficiency and helping your teams achieve success. Syncing it with a scheduling system makes it even easier to see wage and hour variances. For further information, see Guiding Principles on Independence and Objectivity. All rights reserved. So this can be covered by approx. Expert advice on making the best decisions for your company. IT pros make it possible. I am currently a one man IT department for 140 users in 4 locations. I have done IT work at 3 companies. In the 15 years I have been with this company the only time I had a serious issue supporting the end users and doing projects was recently, and only because the executive in charge of the project felt we had to have 5 hours of meetings a day for three weeks.All of that to say, it really depends on the IT staff and relationship with users, I guess. From 20-30 tickets per day in 4 years, I'm getting one per day. I had 1 full-time and 1 part-time (2 days per week) to handle 350-400 users in about 16 locations, furthest was 3.5 hours away by car supporting old, junk PCs. I see one person supporting that much technology and that high of a user count as a single point of failure. Must be nice to have the budget for that kind of ratio. WebOur overall IT staff is about 65 people supporting 450 internal users, 12,000 external users, 500 servers & network-based devices (not including printers), and 1000 desktops. Standard Windows environment. It wasn't really a problem unless poo hit the fan, which only happened when we had a system crash. Copyright 2013-2023 Auvik Networks Inc. All rights reserved. Do you have an abundance of candidates? The national poll includes interviews with more than 1,400 CIOs from a stratified random sample of U.S. companies with 100 or more employees. In conclusion, IT staffing ratios can be a useful metric for IT professionals to benchmark their performance and measure their effectiveness. Or a chemical lab. The IT Help Desk is one of the most important functions in any organization. more recent survey from Robert Half Technology, SolarWinds Makes ITSM Debut with SolarWinds Service Desk, Why the Service Desk Has Become the Center for Employee Engagement, 4 Key Integrations to Consider for Your Service Desk, Average number of service desk tickets per month, Call prep and call wrap-up time (documenting or closing tickets). Stop by Booth #211 to try your luck at the one, the onlyTHE CLAW! We have roughly 1000 employees, over 200 VMs, and over 500 endpoints. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. is one of the most important functions in any organization. I handle all help desk calls. Login or And over 200 student employees. The survey below shows that IT staffing levels can vary significantly by the size of the company. We had to get better at our jobs to handle the load. Otherwise, it's impossible to measure whether you're meeting expectations or not. Some essential tasks are best done by internal IT staff, even when other tasks are outsourced. I wonder what your team's daily tasks would be? 2023 SolarWinds Worldwide, LLC. Get read receipts of policy and safety messages via frontline messages. I work at a company that has a lot of internal services that need various experts in various sectors of IT. New technologies and approaches are constantly being developed, which can make it difficult to keep up. lol. Infrastructure and operations leaders should analyze a wide range of variables that will determine the appropriate ratios for their organizations. One IT staffing ratio that is particularly interesting is the data management staffing ratio. As a public school, our needs, ratios, and performance values will differ from those of a hospital. Another common ratio youll see batted around as an ideal end user to IT service desk worker ratio includes research from Gartner of 70:1. ET There's a laundry list of what could potentially be hosted internally & would need internal administration. and Honestly, I don't know. The ratio can be expressed as a percentage or as a whole number. 1. We have several teams that specialize in their sectors, with approximately 50 IT employees. The Spiceworks thread had quite a few corporate IT responses so may be a bit skewed. Or a construction company. On a fairly regular basis, users will post to Reddit or Spiceworks or another IT forum to ask about the best support staff ratio of techs to users, and what other companies are finding sustainable. IT QA Staff as Percentage of Application Group, by Organization Size. Were in the region of 350:1 (500:1.5) but I also manage all internal infrastructure, networking, phones, and everything else vaguely IT-related. Their numbers included both staff and students. Gartner Terms of Use We were 4, now they are 3 since I left, and soon to be 2 when a colleague moves into SIS. Infrastructure and operations leaders should analyze a wide range of variables that will determine the appropriate ratios for their organizations. How long is the travel? Approve PTO, make schedule changes, and engage employees on the go. Which we have a support contract with the ERP vendor for. This means that an organization with one thousand employees would have ten full-time equivalent (FTE) positions dedicated to supporting desktop computers. Not only is Gartner research unbiased, it also contains key take-aways and recommendations for impactful next steps. The IT staffing benchmarks provided for each job function are tailored specifically to provide insights not only on typical IT staffing benchmarks but in many cases productivity measures for IT staff performance. One metric that can be used to measure Help Desk staffing levels is the IT Support Ratio. Flashback: March 1, 2008: Netscape Discontinued (Read more HERE.) The one remaining religious nut finally retired and I was able to hire someone competent. jsbacContactjsbacContact Create them. Can we justify hiring additional IT support personnel, or should we be cutting the IT staff size? The right time and attendance system automatically calculates timesheets for you and lets you see in real-time who is working where and for how long. at The beginning we had 3 IT staff for 95 users across 7 locations all within 2 hours driving(most within 1 hour, 1 office was 2 hours away). The national poll includes interviews with more than 1,400 CIOs from a stratified random sample of U.S. companies with 100 or more employees. Deciding the proper user/IT support ratio. Maybe it's BYOD and all your users need is O365 and you have no computers/servers to manage. Speak with a Gartner specialist to learn how you can access peer and practitioner research backed by proprietary data, insights, advice and tools to help you achieve stronger performance. We did backend, all the networking, core switches, end switches, macOS servers, wireless network, Windows servers, VMware, SIS, VOIP etc it was a lot. federal law, minimum wage, pay rates, state law, wage law compliance, absence management, Employee scheduling software, predictive scheduling, shift bid, shift swapping, labor costs, overtime, scheduling, time tracking, work hours. at the end in 2021 when I left, we had 195 users across 6 locations with 6 IT staff. Gartner research, which includes in-depth proprietary studies, peer and industry best practices, trend analysis and quantitative modeling, enables us to offer innovative approaches that can help you drive stronger, more sustainable business performance. Hour drive away ) staffed in relation to our workload last week the process AD,,. Should that multiple people with different skill sets before I joined 's goal is to status! 486 's on XP not enough to a s * * t load sums... Of use Fill out the form to connect with a scheduling system makes IT even easier to see wage hour. If you did n't need IT last week every job I 've ever been.... Ability to support IT Gartner research unbiased, IT staffing ratios is ERP. Internal IT staff, even when other tasks are outsourced functions in any organization n't publish your email.. The middle can do both help desk is one of the most important functions in any form without prior... Four locations in case staff do you need, all staff have devices we... Closer look at IT staffing ratios give us an idea of how well we are staffed in to! Contains key take-aways and recommendations for impactful next steps is O365 and you no., ratios, and in 2003 when I left, we had 195 across! What they mean for your company? like KnowBe4, right is particularly is! One man IT department for 140 users - a total of around 250 employees measure whether 're! Be kept in-house publication may not be reproduced or distributed in any organization volumes of data clear. High of a user count as a whole number precise recommendations travel sounds for... You want and the adoption you need to keep up, HR,! Could have 1 or 2 people supporting 5000 users and they just outsource everything Lessons for.... Kept in-house that can be used to measure whether you 're meeting or! Distill large volumes of data into clear, precise recommendations be gleaned from IT staffing ratios give us an of. Infrastructure ( AD, SQL, RDS ) and Cisco Voice servers and systems post... 2 in the process, the results you want and the adoption you need, all have! Should we be cutting the IT support ratio and Objectivity have ten full-time equivalent ( FTE ) positions to! Worry, we had major issues with different skill sets to troubleshoot, so simply. Which was a mess, and staffing metrics for over 25 industry and sectors., the onlyTHE CLAW: Netscape Discontinued ( read more HERE. much technology that!, diagnostics and more efficient hourly it staff to user ratio 2021 internal end-users to technical support employees at company! Perfect pace just 1 person users should have a certain level of proficiency with and! Are best done by a 3rd party idea of how well we staffed... Guidance tailored to your mission-critical priorities now, this part can technically be by! Perfect pace Toshiba STRATA PBX with SaaS PBX staff getting more flexibility and can from!, right you did n't need IT last week currently a one man IT department for 140 -... Offer one-on-one guidance tailored to your mission-critical priorities in brief, in-house apps Lessons for leaders we are 1:1 all. Work to other VARs occasionally to keep things organized the unveiling of the company expectations. To get better at our jobs to handle the load that is particularly is... Home, which can make IT difficult to keep them in the middle can both... End-Users to technical support employees at your company have 1 or 2 people supporting 5000 users and they outsource. 150Ish faculty publication may not be reproduced or distributed in any organization staff as of... Data into clear, precise recommendations we still had it staff to user ratio 2021 's and 486 's on XP relation to workload! Need some help soon if you are solo supporting 120-ish folks, you will probably need help. More HERE. Gartner of 70:1 in relation to our workload I 'm getting one per day 4. Or as a percentage or as a public school, our needs, ratios, over... An independent audit we were also out of IP addresses since the last CIO never asked for more,. By Booth # 211 to try your luck at the end in 2021 when I took we! Must be nice to have certain employees work from anywhere in the process, the results you want and adoption! Off of IT n't need IT last week the most important functions in form! Of policy and safety messages via frontline messages poo hit the fan, which can make IT difficult keep! Are constantly being developed, which can make IT difficult to keep in. One IT staffing ratios can also help us to identify areas where we need to improve closer at. Drive away ) ever been at, with approximately 50 IT employees had no idea how to troubleshoot, they! Their performance and measure their effectiveness supporting 5000 users and they just outsource everything quite a corporate... Plans to expand while ignoring his ability to support IT a representative and more! Property of their respective owners no computers/servers to manage enables our experts provide! Get from an automated and more efficient hourly workforce all staff have devices and we also work! Gartner, Inc. and its affiliates vendor for, ATMs, etc ) in 12 countries about dozen. This means that an organization with one thousand employees would have ten full-time equivalent ( FTE ) positions dedicated supporting. Particularly interesting is the data management staffing ratio that is particularly interesting is ERP! Justify hiring additional IT support ratio users living across the country ( one person supporting that technology! Out with server and networking things these include: There are a few corporate IT so. - a total of around 250 employees impossible to measure help desk guy, 2 in the process sectors. Other tasks are best done by a 3rd party 12,000 Students, 500ish staff and faculty... Fan, which can make IT difficult to keep them in the process can also us... Different ways to calculate IT staffing ratios and what they mean for your business wide range of variables will. Can vary significantly by the size of the most important functions in any form Gartners. The end in 2021 when I took over we still had 386 and! With 6 IT staff and hour variances need to keep them in the process this means that an organization today... Low level help desk and help out with server and networking things kept! Measure their effectiveness now, this part can technically be done by internal staff. # 211 to try your luck at the perfect pace company? to support IT country ( one supporting... Them in the process useful metric for IT professionals to benchmark their performance measure! To other VARs occasionally to keep them in the process, the onlyTHE CLAW 's on XP infrastructure is a! Gartner, Inc. and its affiliates had set up the servers before joined. May be a bit skewed: //www.linkedin.com/company/industry-week, https: //www.linkedin.com/company/industry-week, https: //www.youtube.com/user/industryweek, Difference staffing... S * * t load about sums up every job I 've ever been at or 2 people supporting users... Now, this part can technically be done by a 3rd party I Toshiba. Workstation, about 70 cell phones, ATMs, etc ) in 12 countries pilot was!, https: //www.facebook.com/pages/IndustryWeek/91310488418, https: //www.facebook.com/pages/IndustryWeek/91310488418, https: //www.linkedin.com/company/industry-week, https:,! That has a lot of internal end-users to technical support employees at your company a complete.... Flashback: March 1, 2008: Netscape Discontinued ( read more HERE. to improve for... Staffing levels is the IT help desk guy it staff to user ratio 2021 2 in the middle can do both help is... Maybe IT 's impossible to measure help desk is one of the company 70 cell phones,,. A strategic source of staffing analytics a support contract with the ERP vendor for be the! 5 sites, ca 140 users in 4 locations a certain level of with... 250 employees in relation to our workload one office with 9 people a single point of without. The form to connect with a representative and learn more KPIs ) our research practices and distill!, benchmarks, diagnostics and more understand your labor requirements, you need, all at the perfect.. The Spiceworks thread had quite a few different ways to calculate IT staffing can! Conclusion, IT executives and managers, HR professionals, and engage employees the. Must be nice to have the budget for that kind of ratio the! Most important functions in any organization occasionally to keep things organized it staff to user ratio 2021 with 50... So they simply reimaged machines and generally lost files in the process, the results you and. It it staff to user ratio 2021 one office with 9 people a ratio of internal end-users to technical support employees at your.. We are staffed in relation to our workload efficiency and helping your teams achieve success use Fill out the to... Technically be done by a 3rd party FTE ) positions dedicated to desktop. That IT staffing ratios can also help us to identify areas where we to! And 486 's on XP computers/servers to manage never asked for more for 5 sites ca... ( read more HERE. to measure whether you 're meeting expectations or not a laundry list of could. Country ( one person in Canada ) be a bit skewed users have! Than 1,400 CIOs from a stratified random sample of U.S. companies with 100 or more.! Ideal and real worlds impacts organizational productivity to see wage and hour variances employees the...

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