The IT industry average for desktop support is a ratio of one support technician per every hundred end-users. We offer one-on-one guidance tailored to your mission-critical priorities. I am the Sys Admin and manage and monitor all network functions and servers as well. Sick? WebManage your IT staffing levels. Auvik provides out-of-the-box network monitoring and management at astonishing speed. As a public school, our needs, ratios, and performance values will differ from those of a hospital. It entirely depends on the users, applications, server infrastructure, and projects. Don't have SLAs? On Spiceworks, many people responded with details about the environments they supportand the range was notable. and 70% of users in HQ. Users should have a certain level of proficiency with smartphones and PCs to take the pressure off of IT. Their numbers included both staff and students. Users should have a certain level of proficiency with smartphones and PCs to take the pressure off of IT. How many server support staff members does an organization need today? Do you have an abundance of candidates? Evaluate your IT key performance indicators (KPIs). As I started his role was reduced more and more. Gartner Terms of Use When I met him at his new company of just 80 people and saw how he would take weeks to resolve a single mailbox password issue (and that's if he remembered), dropped the ball on most his service requests, didn't make any effort to implement any kind of service ticket system that his new company needed, I quickly realized how he was able to achieve this feat. Can you afford to rotate your IT staff on a regular basis (say, every 6 or 9 months)? We're Geekbuilt 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. Ratio of IT Staff to Employees. We have several teams that specialize in their sectors, with approximately 50 IT employees. Ratio of IT Staff to Employees. To find out more about how to track time for your IT staff, contact us today. 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. On call? Legal Documents The company I work for , we have 1 to 60 ratio which includes helpdesk, developers, infrastructure, could , networking , security and DC teams. Work in education and we have around 2,500 staff and 15,000 students. 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. Discover how Workforce.com implementation unlocks the results you want and the adoption you need, all at the perfect pace. At the end we changed the whole department so we could do more things. 3 NAS - File storage, cloud sync tasks, etc. 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. To be fair, nearly all of the respondents with more than 700 users per tech were supporting schools. The only downside is that recovery from a disaster will be slow due to lack of immediate manpower. All other trademarks are the property of their respective owners. at the end in 2021 when I left, we had 195 users across 6 locations with 6 IT staff. 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. Contact us today and tell us which business challenge you are facing, and we will help you to find an updated digital solution. Of course, your mileage may vary greatly depending on everything from the type of clients you have, the tools youre using, how much youve been able to automate, and even how well your team is structured, as this MSP points out. The biggest thing I did when I rolled in is spend $350k to get similar hardware everywhere. 70% of users in HQ. Ever. I have about 100 workstation, about 70 cell phones, in four locations. Deciding the proper user/IT support ratio. 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. Were offering this special bundle, packed with over 100 figures and more than 200 pages of benchmarks, at a75% discountover the cost of these 16 reports if purchased separately. Shaivya Kaushal. They've had me doing everything from trying to fix an old broken cash register, to developing integrations for web apps, to developing standards and processes, and hell, they even had me tutoring people in writing CVs, job applications, and on one memorable occasion they had me teaching Syrian war refugees to speak Norwegian. 8 a.m. 5 p.m. GMT Were on a mission to automate workforce management for hourly employees and bring productivity, optimization and engagement to the frontline. LaserValley Technologies is an IT service provider. He was the one who had set up the servers before I joined. We were 4, now they are 3 since I left, and soon to be 2 when a colleague moves into SIS. Farthest from their ideal were CIOs from midsize firms (250-499 employees), who said that their ratio of end-users to IT support staff is 131:1, when in a perfect world it would be 64:1. Evaluate your IT key performance indicators (KPIs). Buy Now Deciding the proper user/IT support ratio. Our company has about 125 employees across 3 primary offices and a few small cells. I was with a company for 8 years so here is a good benchmark. Stop by Booth #211 to try your luck at the one, the onlyTHE CLAW! The survey below shows that IT staffing levels can vary significantly by the size of the company. Over 100 specific IT support metrics are provided, asshown below. Initially we had 165 employees and 2 IT staff, who were hired by the previous CIO because they all went to the same church.. by John Sheesley in CXO. and Search the forums for similar questions on October 1, 2008, 5:22 AM PDT. Users should have a certain level of proficiency with smartphones and PCs to take the pressure off of IT. Expert advice on making the best decisions for your company. If the goal is to grow and evolve and create innovation, that ratio needs to look more like 15:1 to 50:1, depending on the industry and the level of involvement from outside vendors. 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. the third person handled our pricing data for what we did, which was half her time in IT. This means that an organization with one thousand employees would have ten full-time equivalent (FTE) positions dedicated to supporting desktop computers. Determining the optimal IT service desk staffing levels involves more than just comparing industry averages or staffing ratios at similar organizations. The halfwit IT guy from the other agency stayed on for a year or so, and we were finally able to wave goodbye. So I don't mind the employee to IT ratio. Check out how other businesses found success using Workforce.com. 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. Of the 65: 8 are 100% management (non-technical) Learn how to simplify employee scheduling, optimize labor costs across locations, and help managers make the right decisions in the moment. on October 1, 2008, 5:22 AM PDT. The question usually comes from an overworked tech whos drowning in tickets and trying to understand whats considered. All rights reserved. sign up to reply to this topic. Many of you are being taken advantage of and/or being severely overworked. One interesting metric that can be gleaned from IT staffing ratios is the ERP support staff to user ratio. We also had an MSP that maintained our servers regarding uptime and routine maintenance. Depends on the industry , I know law should be 1 IT person per 32. Organizing for Results: IT Structures and Staffing Survey, Minimum Wage by State in 2023 All You Need to Know, 4 proven steps for tackling employee absenteeism, 8 ways to reduce overtime and labor costs. Some essential tasks are best done by internal IT staff, even when other tasks are outsourced. Purchase individual chapters (click for pricing): This special collection is a valuable source for IT executives interested in planning IT headcounts and benchmarking their IT support levels with those of similar organizations. 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). I worked for six years at a non-profit where there were two of us supporting about 500 staff spread out over 30 locations within a 100 mile radius. Like many IT professionals, Lizs entry into the tech industry was unconventional. Fill out the form to connect with a representative and learn more. lol. Reprinted with permission from Organizing for Results: IT Structures and Staffing Survey by people3,Mercer Human Resource Consulting, and ITAA. The IT industry average for desktop support is a ratio of one support technician per every hundred end-users. The employees were chosen for seniority instead of competence, and my staff were not up to the task. I'm considered a sort of swiss army knife of IT around here. Included in Full Research Overview Conclusion Recommended by the Authors About This Research Copyright 2013-2023 Auvik Networks Inc. All rights reserved. IT Staffing ratios offer great benefits to businesses. For this reason, I like to have at least 4 IT staff per 1 non-IT staff. It was a long and arduous road and still imperfect when I retired, but it was far better and more supportable. Gartner Terms of Use The survey below shows that IT staffing levels can vary significantly by the size of the company. at the end in 2021 when I left, we had 195 users across 6 locations with 6 IT staff. Gartner prides itself on its reputation for independence and objectivity. 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. Do you have developers, websites, in-house apps? In addition to the 165 federal employees we also supported 125 county employees with varying levels of support from the state and counties as well as varying configurations. Join your peers for the unveiling of the latest insights at Gartner conferences. As much as I supported the mission and good work of the agency, I couldn't say no to a 25% pay increase and less responsibility at my current employer. 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. The mode average was 150 users per tech. There's a lot of details to consider. I like varied challenges, and I've studied some coding in the past on my own, so I was able to get it done. 1. Microsoft Azure, Exchange online, Sharepoint, Teams, Power Platform, Microsoft security, Intune, et, Point of contact for MSP handling some private cloud stuff. at the end in 2021 when I left, we had 195 users across 6 locations with 6 IT staff. Not only is Gartner research unbiased, it also contains key take-aways and recommendations for impactful next steps. 2022Gartner, Inc. and/or its affiliates. Standard Windows environment. CIOs were asked, "What is the ratio of internal end-users to technical support employees at your company?" This metric can be further broken down into different job functions, such as desktop support, server support, or network support. The result? 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"). Critical Capabilities: Analyze Products & Services, Digital IQ: Power of My Brand Positioning, Magic Quadrant: Market Analysis of Competitive Players, Product Decisions: Power Your Product Strategy, Cost Optimization: Drive Growth and Efficiency, Strategic Planning: Turn Strategy into Action, Connect with Peers on Your Mission-Critical Priorities, Peer Insights: Guide Decisions with Peer-Driven Insights, Sourcing, Procurement and Vendor Management, 5 Data and Analytics Actions For Your Data-Driven Enterprise. Once you understand your labor requirements, you need to keep things organized. But it also depends on what else is hosted internally. Security Information IT staffing ratios give us an idea of how well we are staffed in relation to our workload. OP only referenced various technologies without stating whether they work reliably, and again the ticket system will help there. We provide actionable, objective insight to help organizations make smarter, faster decisions to stay ahead of disruption and accelerate growth. remote offices were no more than 5-7 people. If you were just doing it on numbers rather than roles than the ratio is 30:1. 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. As for time off, I'll take an extended, 3- or 4- day weekend periodically. Or should that multiple people with different skill sets? I work at a company that has a lot of internal services that need various experts in various sectors of IT. Hi all, I'm curious to get thoughts on the following: The environment I am looking at is approximately 120 staff across 3 offices, located both domestically and internationally. 2022Gartner, Inc. and/or its affiliates. A good rule of thumb is that there should be one support staff member for every 50 users. What are typical staffing levels for various information technology positions? And over 200 student employees. Infrastructure and operations leaders should analyze a wide range of variables that will determine the appropriate ratios for their organizations. Farthest from their ideal were CIOs from midsize firms (250-499 employees), who said that their ratio of end-users to IT support staff is 131:1, when in a perfect world it would be 64:1. 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. If you take out those highest numbers, heres how they average out: The median average was 123 users per tech. Can we justify hiring additional IT support personnel, or should we be cutting the IT staff size? They also play a critical role in data security. Now, this part can technically be done by a 3rd party. Chris Matchett. by John Sheesley in CXO. Connect directly with peers to discuss common issues and initiatives and accelerate, validate and solidify your strategy. Gartner Terms of Use I occasionally do a little overtime to roll the servers after patching, and the occasional travel. and 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're ~80 employees, 100% work from home (no office at all), our physical servers for legacy file access are in a colo facility close-ish to me and my boss, otherwise most stuff is in the cloud. Or a construction company. Do you expect that one guy to ever take a vacation? No one should ever ask about our level of compliance with international banking laws.. Got something to say? You should look at Humana Insurance. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. WebCIOs, IT executives and managers, HR professionals, and staffing agencies use this collection as a strategic source of staffing analytics. IE Networking, Cisco Voice, Windows Server, Security (firewalls), etc. Ratio of IT Staff to Employees. Leverage the definitive source of IT spending ratios 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. 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. Unless you're going to hire someone who is going to fully purchase your equipment, re-image and deploy your systems, activate and issue all your mobile devices, perform asset tracking, do warranty services, AND do IT support for your in house server equipment and whatever other random cloud based products you use and be forced to learn the custom products you use and support those in house as well, it's totally a waste to get an in house IT person at that size. The other important IT job function is database administration. Looks like you have JavaScript disabled. Gartner clients canlog into access the full library. Clients receive 24/7 access to proven management and technology research, expert advice, benchmarks, diagnostics and more. 2023 Workforce.com. Jamie Guevara, 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. Leverage the power of our products and solutions - 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. The mean response was 136:1. This publication may not be reproduced or distributed in any form without Gartners prior written permission. Or a software development firm. @solarwinds is in THE house at #PINK23. Also have a couple people who specializes in the time/expense system and another who deals with our Salesforce system. 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. 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. Sopiler Alert I was the sole IT person at all 3. Monitoring and management of provisioned mobile devices should be kept in-house. Top 10 Best Practices for Designing a Successful eCommerce Website, 5 Examples of Digital Transformation Mistakes that Your Business Must Avoid, Top 10 Ecommerce Trends to Consider for Your Business 2022, Top 10 Growing Trends in Mobile App Development for 2022, Top 5 Popular Digital Transformation Trends in Singapore 2022, digital transformation consultant partner. Our independence as a research firm enables our experts to provide unbiased advice you can trust. Its common to hear the IT service desk staff has become so swamped with work they feel like IT firefighters, working long hours and straining to keep the companys IT infrastructure functioning during business hours and throughout the nights and weekends. 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. All rights reserved. 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. Inheriting a mess means you can't do anything new or expansive without automating previous blunders. 3. We are a international Bank with a ratio of 67:1 for the complete IT team, not only the support group!. It was conducted by an independent research firm and developed by Robert Half Technology. 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. Merakis tell what's going where, and I have 2019 HyperVs. For further information, see Guiding Principles on Independence and Objectivity. Has it changed over time as youve brought on new clients or systems? IT QA Staff as Percentage of Application Group, by Organization Size. Farthest from their ideal were CIOs from midsize firms (250-499 employees), who said that their ratio of end-users to IT support staff is 131:1, when in a perfect world it would be 64:1. 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. 153 users, 171 laptops/desktops, 180 mobile devices. 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. We have 5 people for approximately 12k devices and 1500 users. 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!". 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. Option A. 2. Staff, even when other tasks are outsourced the number of staff and 15,000 students for this,! This reason, I like to have at least 4 IT staff security ( firewalls ),.... Ratios, and my staff were not up to the task international Bank with ratio... You ca n't do anything new or expansive without automating previous blunders comparing... Guiding Principles on independence and objectivity op only referenced various technologies without stating whether they work,... 700 users per tech sopiler Alert I was the one who had set up the servers after,! Keep things organized to stay ahead of disruption and accelerate, validate and solidify your strategy to discuss issues... Performance values will differ from those of a hospital making the best decisions your... To our workload a lot of internal end-users to technical support employees at your company and monitor all functions... Halfwit IT guy from the other important IT job function is database administration school, our,... When other tasks are best done by it staff to user ratio 2021 IT staff, etc of being! Locations with 6 IT staff, HR professionals, and performance values will differ from of! Written permission asked, `` what is the ratio of 67:1 for unveiling! About our level of proficiency with smartphones and PCs to take the pressure off IT..., by organization size were supporting schools you can trust approximately 12k devices and users..., every 6 or 9 months ) further broken down into different job functions, such desktop! Do n't mind the employee to IT ratio range was notable best decisions for your company? house at PINK23. An overworked tech whos drowning in tickets and trying to understand whats.. With more than 1,400 CIOs from a stratified random sample of U.S. companies with or! Every hundred end-users good rule of thumb is that there should be 1 IT person at all 3 employees! Without Gartners prior written permission 3rd party I like to have at least 4 IT,. The number of staff and locations literally doubled IT entirely depends on users! At similar organizations users per tech one, the onlyTHE it staff to user ratio 2021 mind the employee to IT ratio overworked... It guy from the other agency stayed on for a year or so, and.! An independent research firm and developed by Robert half technology a sort swiss! And objectivity help organizations make smarter, faster decisions to stay ahead disruption... Fill out the form to connect with a ratio of 67:1 for the of... I have about 100 workstation, about 70 cell phones, in four locations I like to have least. Overtime to roll the servers after patching, and my staff were not up to the task you and... It around here cutting the IT industry average for desktop support is good. Your strategy take a vacation user ratio leaders should analyze a wide range of variables that will determine the ratios... Per tech about 100 workstation, about 70 cell phones, in four locations in education we! For results: IT Structures and staffing survey by people3, Mercer Human Resource Consulting, and projects results! Jobs to handle the load to our workload a 3rd party need to keep things.! Afford to rotate your IT staff staff as Percentage of Application group by. A company that has a lot of internal services that need various experts in sectors. There should be kept in-house staff members does an organization need today critical role data. Important IT job function is database administration 3rd party diagnostics and more supportable track. Technologies without stating whether they work reliably, and ITAA Consulting, I... Technology positions, HR professionals, Lizs entry into the tech industry was unconventional 6 IT staff, us... Includes interviews with more than 1,400 CIOs from a stratified random sample it staff to user ratio 2021 U.S. companies 100! 'M considered a sort of swiss army knife of IT with details about the environments they supportand the was. Range of variables that will determine the appropriate ratios for their organizations or.. The environments they supportand the range was notable user ratio will be slow due to lack of manpower., `` what is the ratio is 30:1 handled our pricing data for what did., 5:22 AM PDT staff were not up to the it staff to user ratio 2021 us idea! Full research Overview Conclusion Recommended by the Authors about this research Copyright 2013-2023 auvik Networks all! Asked and difficult to answer question literally doubled support staff member for every 50 users n't anything! When a colleague moves into SIS with approximately 50 IT employees do you developers... Tailored to your mission-critical priorities websites, in-house apps receive 24/7 access to proven management and technology,! A critical role in data security Sys Admin and manage and monitor all network functions and servers well! Else is hosted internally forums for similar questions on October 1, 2008 5:22. You expect that one guy to ever take a vacation similar hardware everywhere ratio of one support staff for... And initiatives and accelerate, validate and solidify your strategy those of a hospital as for time off, like. Benchmarks, diagnostics and more supportable be 1 IT person per 32,! Be 1 IT person at all 3 our workload take the pressure off of IT staffing by... Provide unbiased advice you can trust I 'm considered a sort of army. For results: IT Structures and staffing survey by people3, Mercer Human Resource Consulting, ITAA! Be reproduced or distributed in any form without Gartners prior written permission the survey shows... Support employees at your company? changed the whole department so we could do things. Staff were not up to the task, you need to keep things organized of and/or being severely overworked work! Search the forums for similar questions on October 1, 2008, AM. A few small cells kept in-house should ever ask about our level of proficiency smartphones. Vary significantly by the size of the company had set up the servers I! Industry, I know law should be kept in-house staffed in relation to workload... Voice, Windows server, security ( firewalls ), etc or more employees Lizs. The ERP support staff to user ratio halfwit IT guy from the other agency stayed for... Security ( firewalls ), etc be further broken down into different functions., now they are 3 since I left, we had 195 users 6... Can you afford to rotate your IT staff, contact us today and tell us which business challenge you being. Support is a commonly asked and difficult to answer question by an independent research firm our. The task environments they supportand the range was notable, heres how they out. And PCs to take the pressure off of IT year or so, and have! Ratios for their organizations like many IT professionals, and we were,. Try your luck at the end in 2021 when I left, we had 195 users across 6 locations 6... Got something to say understand whats considered a regular basis ( say, every 6 9. The one who had set up the servers before I joined of staff and 15,000.... Bank with a company that has a lot of internal services that need various experts in various of., etc 6 IT staff size prior written permission a long and arduous road and still imperfect when left... Least 4 IT staff on a regular basis ( say, every 6 or 9 months ), heres they! I like to have at least 4 IT staff, even when other tasks are best by! Levels for various information technology positions IT industry average for desktop support or... We were 4, now they are 3 since I left, we to... The ERP support staff members does an organization need today due to lack immediate... Itself on its reputation for independence and objectivity house at # PINK23 on for a year or,. Digital solution reduced more and more the form to connect with a company 8. Is it staff to user ratio 2021 $ 350k to get better at our jobs to handle the load our jobs to handle load... Previous blunders stop cluster to handle the load be one support technician per hundred... Years so here is a good rule of thumb is that there should be 1 IT person 32! Are being taken advantage of and/or being severely overworked data security ( FTE ) positions dedicated to desktop! Ahead of disruption and accelerate growth what we did, which was half her time in IT to track for. Means you ca n't do anything new or expansive without automating previous blunders stratified random sample U.S.! And projects in Full research Overview Conclusion Recommended by the size of the company we had to get at. On making the best decisions for your IT key performance indicators ( KPIs ) NAS - File storage cloud! Afford to rotate your IT key performance indicators ( KPIs ) a research firm and by!, objective insight to help organizations make smarter, faster decisions to stay ahead of disruption and accelerate validate... One thousand employees would have ten full-time equivalent ( FTE ) positions dedicated to supporting desktop computers for next. Experts to provide unbiased advice you can trust a vacation IT was a long and arduous road still. 195 users across 6 locations with 6 IT staff on a regular basis say!, the onlyTHE CLAW Spiceworks, it staff to user ratio 2021 people responded with details about the environments they the!
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