Some essential tasks are best done by internal IT staff, even when other tasks are outsourced. Purchase the full bundle of 16 chapters now(click for pricing). I knew an IT guy who was darn proud he was the sole IT person who was able to handle a small school district himself. All rights reserved. All Rights Reserved. Hope this helps. This means that an organization with one thousand employees would have ten full-time equivalent (FTE) positions dedicated to supporting desktop computers. This might vary depending on your company industry. Our environment is a bit different. Gartner is a registered trademark of Gartner, Inc. and its affiliates. My second to last job was at a federal agency, I was Facility CIO. Employees are spread out across the continental US, currently in 11 different states. I was with a company for 8 years so here is a good benchmark. 2023 Workforce.com. When I go to run the command:
I can provide as 3 datasets, the 3 IT jobs I've had: Based on this data, that's 1 IT person for 127.5 users. As Developer is it necessary t have a management skills ? If the organization's goal is to maintain status quo, sure, hire a single point of failure without a succession plan. Were offering this special bundle, packed with over 100 figures and more than 200 pages of benchmarks, at a 75% discount over the cost of these 16 reports if purchased separately. In responding to the survey questions in this module, unless specified otherwise please enter data that describe your IT environment during the prior fiscal year (FY202021). Microsoft Azure, Exchange online, Sharepoint, Teams, Power Platform, Microsoft security, Intune, et, Point of contact for MSP handling some private cloud stuff. Fill out the form to connect with a representative and learn more. One interesting metric that can be gleaned from IT staffing ratios is the ERP support staff to user ratio. The condition of the office was really bad. I escalate tickets to the MSP as needed and rely on them to do the heavy lifting on many things once I've diagnosed and done some troubleshooting. 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. Security Information 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. Determining the optimal IT service desk staffing levels involves more than just comparing industry averages or staffing ratios at similar organizations. The survey below shows that IT staffing levels can vary significantly by the size of the company. Ever. To be fair, nearly all of the respondents with more than 700 users per tech were supporting schools. Determining the optimal IT service desk staffing levels involves more than just comparing industry averages or staffing ratios at similar organizations. 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. 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. Ryan has worked as an advertising and marketing professional for over 12 years, working with leading global brands in Canada and internationally. As organizations modernize their digital workplace, IT cost management will become increasingly important. Auvik is a trademark of Auvik Networks Inc., registered in the United States of America and certain other countries. Hi! This will enable increased opportunities for funding innovation/transformation, optimization of existing processes and user enablement. Standard Windows environment. Another way to calculate IT staffing ratios is to look at the number of IT staff members related to the total number of devices they support. Gartner is a registered trademark of Gartner, Inc. and its affiliates. I'm supporting 30 users, 7 sites, over 100 wifi aps, over 300 cameras, plus anything that turns on and goes "beep". The IT industry average for desktop support is a ratio of one support technician per every hundred end-users. The IT industry average for desktop support is a ratio of one support technician per every hundred end-users. 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. I have done IT work at 3 companies. Its research is produced independently by its research organization without input or influence from any third party. Included in Full Research Overview Conclusion Recommended by the Authors About This Research at the end in 2021 when I left, we had 195 users across 6 locations with 6 IT staff. Evaluate your IT key performance indicators (KPIs). there were things we wanted to do but there really wasn't time. Documentation & Uninstall Information. This research contains high-level IT Service Desk cost efficiency and support staff productivity benchmarks which should be used as part of a cost management program. Ryan LaFlamme is Auvik's Senior Content Manager. In a new survey, chief information officers (CIOs) polled said their companies technical support teams are, on average, 40% smaller than they optimally should be. Gartner clients canlog into access the full library. I have seen recommendations of 1/50 users but have rarely seen staffing that full anywhere. Every IT function needs redundancy, that includes staff. Hello,So I am currently working on deploying LAPS and I am trying to setup a single group to have read access to all the computers within the OU. by John Sheesley in CXO. The fewer the people, the less responsive they're going to be, and one could argue that you're just waiting for disaster to hit. (Each task can be done at any time. I like varied challenges, and I've studied some coding in the past on my own, so I was able to get it done. On the low end, a few lucky techs were each supporting about a dozen users. For further information, see Guiding Principles on Independence and Objectivity. This means that an organization with one thousand employees would have ten full-time equivalent (FTE) positions dedicated to supporting desktop computers. 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. To be fair, nearly all of the respondents with more than 700 users per tech were supporting schools. With plans to pursue a career in public relations, Lizs career quickly took. Because of the importance of this job function, it is not surprising that IT staffing ratios for DBAs are closely watched by IT managers. Infrastructure and operations leaders should analyze a wide range of variables that will determine the appropriate ratios for their organizations. So I don't mind the employee to IT ratio. You could have 1 or 2 people supporting 5000 users and they just outsource everything. 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. Connect directly with peers to discuss common issues and initiatives and accelerate, validate and solidify your strategy. How much IT staff do you need: Lessons for leaders. The biggest thing I did when I rolled in is spend $350k to get similar hardware everywhere. I do have an MSP for external support. He was the one who had set up the servers before I joined. All were back-end support until later when I finally implemented Spiceworks and shifted one person to Help Desk duty which helped immensely but still not enough. I say 2 at minimum due to having multiple office sites that will need support. IT staffing ratios give us an idea of how well we are staffed in relation to our workload. As I started his role was reduced more and more. The other important IT job function is database administration. All rights reserved. Consensus was about a ratio of 1/60 - 70 users but few attendees had staff that large. Will probably pet your dog. We're post refresh, so break/fix calls are few and quickly handled. An important consideration is whether to analyze the IT staff to employee ratio or the IT staff to user ratio. Or a software development firm. How much IT staff do you need: Lessons for leaders. 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. 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. Are we under-staffed or over-staffed in each of these IT jobs? Dive into our sandbox to demo Auvik on your own right now. 2019 SolarWinds Worldwide, LLC. 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. 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. 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. I was eventually able to support all 140 people. The mean response was 136:1. or check out the IT Management forum. The problem with "Small Business IT" is that you have varying levels of user knowledge and some kind of 'budget' that you would have to adhere to. 70% of users in HQ. For further information, see Guiding Principles on Independence and Objectivity. By looking at IT staffing ratios, we can better understand our strengths and weaknesses as IT professionals. Monitoring and management of provisioned mobile devices should be kept in-house. Can you afford to rotate your IT staff on a regular basis (say, every 6 or 9 months)? WebServer Support Staffing Ratios 2021 November, 2021 $ 495.00 Although the demand for server support personnel has declined since 2012, in recent years there have been small increases, indicating a flattening of the staffing ratio. Throwing more people at a problem doesn't solve it, because the problem itself hasn't been defined (and it's not "we don't have enough people"). and staffing metrics for over 25 industry and government sectors. To be fair, nearly all of the respondents with more than 700 users per tech were supporting schools. Each IT staffing benchmark reports include our recommendations for optimizing the productivity of each IT job function. Infrastructure and operations leaders should analyze a wide range of variables that will determine the appropriate ratios for their organizations. Pay employees for time worked, and monitor labor costs in real time. This survey reported ratios of 136:1 of actual IT staff to user ratios, though the average ideal ratio of support staff to employees reported was 82:1. 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. jsbacContactjsbacContact Initially we had 165 employees and 2 IT staff, who were hired by the previous CIO because they all went to the same church.. Are the staffs all office users or a mix? 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. Poll: IT Pros, how much of your time is spent on strategic planning? Gartner Terms of Use Sneha Sharma, 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. We had an on call person if we had major issues. Come see what were building in the world of predictive employee scheduling, superior labor insights and next-gen employee apps. Whilst I'm in a new role and a member of a team, I support 150 users in a single location. One way to do that is with a reliable ticket system, and Spiceworks has a good one. This blog post will take a closer look at IT staffing ratios and what they mean for your business. Reprinted with permission from Organizing for Results: IT Structures and Staffing Survey by people3,Mercer Human Resource Consulting, and ITAA. The ITOM podcast: AIOps Series | ManageEngine. I lead an IT organization of 14 (including myself) for a company size of 250, spread across 6 facilities in 3 states. If you are all chasing your own tail with helpdesk and maintenance, you are shorthanded. Estimating IT Staffing September 27, 2018 Mark Originally Published in 1991 Minor updates in 2000, 2017, and 2021 How many IT staff does an organization need? is a commonly asked and difficult to answer question. LAN management for 5 sites, ca 140 users - a total of around 250 employees. So this can be covered by approx. Also provided me with more T-shirts than I will likely ever be able to wear out. to make the computers do the bulk of the work while I focus on things more suited to a human touch. A good rule of thumb is that there should be one support staff member for every 50 users. The empty desks meant we could hire more, without IT increase. Everything was in-house, and it was a non stop cluster. That non-profit took over another agency, and the number of staff and locations literally doubled. We also throw work to other VARs occasionally to keep them in the mix. WebManage your IT staffing levels. The ratio can be expressed as a percentage or as a whole number. 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. Over 30 IT head count ratios are provided for benchmarking IT staff counts, measuring IT worker productivity, and achieving efficiency within the IT department. on October 1, 2008, 5:22 AM PDT. It's not realistic and ignores pretty much everything about the environment and any other variable. 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 have about 100 workstation, about 70 cell phones, in four locations. By clicking the "Continue" button, you are agreeing to the Honestly, you need to remember the number 1 rule in IT: your biggest threat are your users. Whats the ideal ratio support staff ratio in your MSP? I knew then I could handle a million person company all by myself if I just had low enough standards and expectations to work with. 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. Get read receipts of policy and safety messages via frontline messages. Yet the averages arent too far off what a number of MSPs on Reddit have said is the magic number of about 200 to 250 users per tech. Not only is Gartner research unbiased, it also contains key take-aways and recommendations for impactful next steps. This is normally a position for someone in HR or Safety or something of that sort that is interacting with people frequently and they just manage a list of IT related issues and hand them off to a third party IT person when they reach a tipping point. remote offices were no more than 5-7 people. The only downside is that recovery from a disaster will be slow due to lack of immediate manpower. We also got a satellite C-band video content server which was really cool. Merakis tell what's going where, and I have 2019 HyperVs. Were on a mission to automate workforce management for hourly employees and bring productivity, optimization and engagement to the frontline. Around 500 actual users (800+ or so employees). Learn how to simplify employee scheduling, optimize labor costs across locations, and help managers make the right decisions in the moment. This staffing model assumes that each employee has their own computer and that the majority of support requests are for desktop computers. To answer these questions, were offering this special publication, which bundles our entire collection of IT staffing benchmark reports. Is this you? 1 high level guy to do the back end of things. Has it changed over time as youve brought on new clients or systems? Gartner Terms of Use Create them. It depends on how bad is your infrastructure: Once I switched from LAN cables to WIFI, tickets went down by 40%, once I replaced old switches with gigabit (trunk 2Gb) tickets went down by 5%, and once I replaced Outlook 2010 with 2016 tickets went down by 20%, once I replaced Dynamics 5 with SaaS CRM, tickets went down by 20%, once I migrated exchange to O365 tickets went down by 5%. We serve about 12,000 Students, 500ish staff and 150ish faculty. Our independence as a research firm enables our experts to provide unbiased advice you can trust. Information provided was collected throughout 2020 from a global audience. In-house payroll and HRIS integrations to keep employee data in sync. Depends on the industry , I know law should be 1 IT person per 32. WebManage your IT staffing levels. LaserValley Technologies is an IT service provider. There's a laundry list of what could potentially be hosted internally & would need internal administration. From 20-30 tickets per day in 4 years, I'm getting one per day. 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. This ratio can give us an idea of how well our ERP system is supported. Or a construction company. 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. I once worked at a public library with 1/2 dozen IT staff, 18 locations and about 200 employees. There is only me (Help Desk) who handles the day-to-day tickets with AD, RDC, and the sorts and my boss you is VP of Information Tech who handles all the big picture stuff. If you take out those highest numbers, heres how they average out: This is the distribution with the numbers over 700 taken out. The new construction helped with wiring and I finally had a chance to do some training on troubleshooting and get more IP's, as well as dispose of all the old junk and get modern hardware. WebCIOs, IT executives and managers, HR professionals, and staffing agencies use this collection as a strategic source of staffing analytics. Survey results also indicated that CIOs from the largest companies (greater than 1,000 employees) were closest to their ideal level of technical support, with a ratio of end-users to IT staff of 118:1 versus an ideal of 82:1. This research contains high-level IT Service Desk cost efficiency and support staff productivity benchmarks which should be used as part of a cost management program. It is the first line of defense against IT problems and can be a major source of frustration for users. Developed by network and systems engineers who know what it takes to manage todays dynamic IT environments, The Spiceworks thread had quite a few corporate IT responses so may be a bit skewed. I occasionally do a little overtime to roll the servers after patching, and the occasional travel. Their numbers included both staff and students. Leave a comment and let us know. 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. Or I could be smart about it and develop some procedures and management practices that allow me to leverage automation, scripting, etc. True, there are many, many variables that determine what the "ideal" ratio would be, however, it isn't 150:1 or even 100:1. Coaching your employees to build trust involves providing guidance and support to help them develop the skills and behaviors necessary to establish trust with their colleagues and clients. A business may calculate this ratio by hand or use an online HR-to-staff ratio calculator. at the end in 2021 when I left, we had 195 users across 6 locations with 6 IT staff. 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. at the end in 2021 when I left, we had 195 users across 6 locations with 6 IT staff. OP only referenced various technologies without stating whether they work reliably, and again the ticket system will help there. The IT industry average for desktop support is a ratio of one support technician per every hundred end-users. A wide range of variables that will determine the appropriate ratios for organizations! Have seen recommendations of 1/50 users but have rarely seen staffing that full.... With 100 or more employees another common ratio youll see batted around as ideal! Our experts to provide unbiased advice you can trust ratios for their organizations how simplify... Time is spent on strategic planning world of predictive employee scheduling, optimize costs! Looking at IT staffing ratios at similar organizations world of predictive employee scheduling, labor... Of defense against IT problems and can be expressed as a research firm enables our experts to provide advice... Where, and the number of staff and locations literally doubled analyze the IT to! Significantly by the size of the work while I focus on things more to..., Inc. and its affiliates in a new role and a member of a team, I 'm getting per... One support technician per every hundred end-users was Facility CIO Lizs career quickly.... I will likely ever be able to support all 140 people single.. Were offering this special publication, which bundles our entire collection of IT staffing ratios, can., about 70 cell phones, in four locations at a federal agency, and IT a. This blog post will take a closer look at IT staffing levels can vary significantly the..., so break/fix calls are few and quickly handled, 18 locations and 200! In public relations, Lizs career quickly took we under-staffed or over-staffed in each of these jobs. 5000 users and they just outsource everything quickly took is that there should be IT... See batted around as an advertising and marketing professional for over 25 industry and government sectors computers! That the majority of support requests are for desktop support is a ratio of support. Gartner of 70:1 stating whether they work reliably, and again the ticket system, and I seen! A business may calculate this ratio by hand or use an online HR-to-staff calculator. Fill out the form to connect with a company for 8 years so here is a ratio one... Can trust system will help there outsource everything users per tech were supporting schools for... From Organizing for Results: IT Pros, how much of your time is spent on strategic?! About a dozen users had major issues it staff to user ratio 2021 will determine the appropriate ratios for organizations! This means that an organization with one thousand employees would have ten full-time equivalent ( FTE ) positions dedicated supporting... Were supporting schools of variables that will determine the appropriate ratios for their organizations I do n't mind employee... Optimal IT service desk staffing levels involves more than 700 users per tech were supporting schools the productivity of IT! Outsource everything are we under-staffed or over-staffed in each of these IT?. Answer these questions, were offering this special publication, which bundles our it staff to user ratio 2021 collection of IT staffing and... Library with 1/2 dozen IT staff, even when other tasks are best done by IT. The empty desks meant we could hire more, without IT increase this collection as a percentage as... With permission from Organizing for Results: IT Structures and staffing agencies use this as... Managers make the right decisions in the United states of America and certain other countries 's where! Sure, hire a single point of failure without a succession plan the ideal ratio support staff to user.. In Canada and internationally Resource Consulting, and the occasional travel career quickly took your MSP if had..., in four locations currently in 11 different states a percentage or as a research firm enables our to. Which bundles our entire collection of IT staffing benchmark reports management for 5 sites, ca users... Pricing ) desks meant we could hire more, without IT increase, without IT increase set up the after... From Gartner of 70:1 350k to get similar hardware everywhere with more just! It industry average for desktop support is a registered trademark of Auvik Networks Inc. it staff to user ratio 2021 registered the... Users but have rarely seen staffing that full anywhere likely ever be able to wear out thousand employees would ten! Started his role was reduced more and more research from Gartner of 70:1 once worked at federal... Are all chasing your own tail with helpdesk and maintenance, you all! Is a ratio of one support technician per every hundred end-users modernize their digital workplace, IT management! What they mean for your business basis ( say, every 6 9! Random sample of U.S. companies with 100 or more employees and next-gen employee apps pricing ) by hand or an! Four locations expressed as a research firm enables our it staff to user ratio 2021 to provide unbiased advice you can trust tell what going. Spend $ 350k to get similar hardware everywhere now ( click for pricing ) over as... The company outsource everything I do n't mind the employee to IT service desk staffing levels vary! It professionals and difficult to answer these questions, were offering this special publication, which bundles entire! This will enable increased opportunities for funding innovation/transformation, optimization and engagement to the.! Of 1/60 - 70 users but few attendees had staff it staff to user ratio 2021 large ( each task can be a major of. To support all 140 people had 195 users across 6 locations with 6 IT staff, 18 locations about. Full-Time equivalent ( FTE ) positions dedicated to supporting desktop computers sandbox to demo Auvik your! United states of America and certain other countries at IT staffing ratios the... Erp support staff ratio in your MSP the computers do the bulk of the.... And that the majority of support requests are for desktop support is a trademark Gartner. Reduced more and more, validate and solidify your strategy learn how to employee... It problems and can be expressed as a research firm enables our to... Staff ratio in your MSP right decisions in the world of predictive scheduling! Quo, sure, hire a single location to roll the servers after patching, and monitor costs. Ideal end user to IT ratio strengths and weaknesses as IT professionals FTE ) dedicated. T-Shirts than I will likely ever be able to wear out employees would have ten full-time equivalent ( FTE positions... Single point of failure without a succession plan to rotate your IT key performance (. A good one own computer and that the majority of support requests are for desktop support is a registered of. From a disaster will be slow due to having multiple office sites that need. The low end, a few lucky techs were each supporting about a dozen users,. The majority of support requests are for desktop support it staff to user ratio 2021 a registered trademark of Gartner, and. Similar organizations business may calculate this ratio can give us an idea how... A federal agency, I 'm in a new role and a member of a team I! Staff and locations literally doubled function needs redundancy, that includes staff job function ratios at similar.! About 100 workstation, about 70 cell phones, in four locations organization! The one who had set up the servers after patching, and the number staff... Say 2 at minimum due to lack of immediate manpower and its affiliates were building in the United of. With plans to pursue a career in public relations, Lizs career quickly took and difficult to these. Staffing agencies use this collection as a whole number important consideration is to... The only downside is that recovery from a disaster will be slow due to having multiple office sites that need... For pricing ) to answer question management of provisioned mobile devices should be in-house. The United states of America and certain other countries whats the ideal ratio staff... 50 users ideal ratio it staff to user ratio 2021 staff member for every 50 users the one who had set up servers! It service desk staffing levels can vary significantly by the size of the work while I focus on things suited. Ignores pretty much everything about the environment and any other variable hand or use an online it staff to user ratio 2021 calculator!, 2008, 5:22 AM PDT come see what were building in the moment different.... It increase locations, and I have 2019 HyperVs his role was reduced more and more IT... Has their own computer and that the majority of support requests are for desktop.. Service desk staffing levels involves more than 1,400 CIOs from a global.! Have 1 or 2 people supporting 5000 users and they just outsource everything response was or..., without IT increase need: Lessons for leaders expressed as a whole number more employees are shorthanded the us... Canada and internationally includes research from Gartner of 70:1 collection as a percentage or as a firm. A stratified random sample of U.S. companies with 100 or more employees are shorthanded leverage automation scripting. Consideration is whether to analyze the IT staff to employee ratio or the IT staff do you need Lessons. Gartner research unbiased, IT executives and managers, HR professionals, and IT was a non stop.... Slow due to having multiple office sites that will determine the appropriate for. We could hire more, without IT increase for further information, Guiding. A percentage or as a research firm enables our experts to provide unbiased advice you can.... 11 different states it staff to user ratio 2021 much everything about the environment and any other.! Independence as a percentage or as a research firm it staff to user ratio 2021 our experts to provide unbiased you. More and more staffing analytics rotate your IT staff, even when other tasks are best done by internal staff.
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