Deciding the proper user/IT support ratio. Have you considered outsourcing some of the IT maintenance, or some of the support? on October 1, 2008, 5:22 AM PDT. 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. 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. Hi Chris. Users per Project Manager, by Organization Size, Applications per Project Manager, by Organization Size, Application Programmers per Project Manager, by Organization Size, Capital Budget per Project Manager, by Organization Size, Application Programmers per Project Manager, by Sector, Project Managers as Percentage of IT Staff, by Sector, Applications per Project Manager, by Sector, Trend in IT Security Staff Members as Percentage of IT Staff, IT Security Staff Members as Percentage of IT Staff, IT Security Staff Members as Percentage of IT Staff, by Organization Size, IT Security Staff Members as Percentage of Network Group, by Organization Size, Applications per IT Security Staff Member, by Organization Size, Network Devices per IT Security Staff Member, by Organization Size, Network Devices per IT Security Staff Member, by Sector, IT Security Staff Members as Percentage of IT Staff, by Sector, Network and Communications Group as Percentage of IT Staff, by Sector, Applications per IT Security Staff Member, by Sector, Trend in IT Managers as Percentage of IT Staff, IT Managers as Percentage of IT Staff, by Organization Size, Users per IT Manager, by Organization Size, IT Managers as Percentage of IT Staff, by Sector, Percentage of Organizations with IT Finance and Clerical Personnel, Trend in IT Finance as Percentage of IT Staff, IT Finance as Percentage of IT Staff, by Organization Size, Clerical Staff as Percentage of IT Staff, by Organization Size, Trend in Communications System Support Staff as Percentage of IT Staff, Communications System Support Staff as Percentage of IT Staff, Communications System Support Staff as Percentage of IT Staff, by Organization Size, Network and Communications Group as Percentage of IT Staff, by Organization Size, Users per Communications System Support Staff Member, by Organization Size, Communications System Support Staff as Percentage of IT Staff, by Sector, Users per Communications System Support Staff Member, by Sector, Copyright 2023 - Avasant and affiliated companies, Global Equations Country Data and Index, Digital and Application Services Benchmark, Avasant Empowering Beyond Summit 2023 Middle East, Purchase the full bundle of 16 chapters now, ERP Users per ERP Support Staff Member, by Size of Installation, ERP Users per ERP Support Staff Member, by Vendor, ERP Users per ERP Support Staff Member, by Sector, ERP Users per ERP Support Staff Member, by Age of Installation, ERP Users per ERP Support Staff Member, by Years Since Last Upgrade, ERP Users per ERP Support Staff Member, by Level of Modification, ERP Users per ERP Support Staff Member, by Deployment Type, with 200-Plus Users, Trend in DevOps Engineers as Percentage of IT Staff, DevOps Engineers as Percentage of IT Staff, DevOps Engineers as Percentage of IT Staff, by Organization Size, DevOps Engineers as Percentage of Application Group, by Organization Size, Users per DevOps Engineer, by Organization Size, Applications per DevOps Engineer, by Organization Size, DevOps Engineers as a Percentage of IT Staff, by Sector, Percentage of IT Organizations with DevOps Engineers, Trend in Business Analysts as Percentage of IT Staff, Business Analysts as Percentage of IT Staff, Business Analysts as Percentage of IT Staff, by Organization Size, Business Analysts as Percentage of Application Group, by Organization Size, Users per Business Analyst, by Organization Size, Applications per Business Analyst, by Organization Size, Business Analysts as Percentage of IT Staff, by Sector, Applications per Business Analyst, by Sector, Percentage of IT Organizations with Business Analysts. The halfwit IT guy from the other agency stayed on for a year or so, and we were finally able to wave goodbye. Your access and use of this publication are governed by Gartners Usage Policy. Once I replaced Toshiba STRATA PBX with SaaS PBX staff getting more flexibility and can work from anywhere in the world. with this size it is probably more appropriate to use an MSP as 1 person can not do everything due to leave/skillset etc but 120 users 1 person is ok. A high data management staffing ratio indicates that a company has a lot of data and may need more IT staff to manage it effectively. 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. Honestly, I don't know. To find out more about how to track time for your IT staff, contact us today. Monitoring and management of provisioned mobile devices should be kept in-house. How many server support staff members does an organization need today? 2023 Workforce.com. Your access and use of this publication are governed by Gartners Usage Policy. Find-AdmPwdExtendedRights -Identity "TestOU" Monitoring and management of provisioned mobile devices should be kept in-house. This way we are never outnumbered, should they decide to get hostile and attack. at the end in 2021 when I left, we had 195 users across 6 locations with 6 IT staff. I'm on my way out the door from a company where I'm the sole admin. Expert advice on making the best decisions for your company. Of the 65: 8 are 100% management (non-technical) We also got a satellite C-band video content server which was really cool. All other trademarks are the property of their respective owners. Documentation & Uninstall Information. Scrolls Twitter m t.co/DuZMOvn2Lq. Do you have developers, websites, in-house apps? HR to employee ratio = (Number of HR employees / Total number of employees) x 100 You can divide the number of HR staff members by the total number of employees then multiply the result by 100. Guiding Principles on Independence and Objectivity. We have 2 People, for 120 people and currently 10 offices in 4 different towns. From 20-30 tickets per day in 4 years, I'm getting one per day. 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. Monitoring and management of provisioned mobile devices should be kept in-house. Microsoft Azure, Exchange online, Sharepoint, Teams, Power Platform, Microsoft security, Intune, et, Point of contact for MSP handling some private cloud stuff. For this reason, I like to have at least 4 IT staff per 1 non-IT staff. as we grew we could maintain most of the day to day, but could not really work on projects due to limited staff. 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. I'm now part of an IT team of about 120 that supports around 4,000 users. at the end in 2021 when I left, we had 195 users across 6 locations with 6 IT staff. We were a not-for-profit and 1 of those vendors charged half his normal rate to support us in those situations.EDIT - BTW, I found in-person SpiceWorld events to be one of the best sources of information, education and entertainment of my career. jsbacContactjsbacContact Ryan has worked as an advertising and marketing professional for over 12 years, working with leading global brands in Canada and internationally. I also had a 2-week long road trip last summer, interrupted by only two calls about issues, both dealt with within 15 minutes. I am currently a one man IT department for 140 users in 4 locations. We provide actionable, objective insight to help organizations make smarter, faster decisions to stay ahead of disruption and accelerate growth. The result? It is the first line of defense against IT problems and can be a major source of frustration for users. We also went from Win NT servers with user manager to 2000 and AD, which ended the custom profiles the previous CIO was so fond of. The IT industry average for desktop support is a ratio of one support technician per every hundred end-users. The Spiceworks thread had quite a few corporate IT responses so may be a bit skewed. We just wrote about the cyber security skills issue here. 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. Jamie Guevara, One interesting metric that can be gleaned from IT staffing ratios is the ERP support staff to user ratio. Join your peers for the unveiling of the latest insights at Gartner conferences. Not enough to a s**t load about sums up every job I've ever been at. Its research is produced independently by its research organization without input or influence from any third party. This publication may not be reproduced or distributed in any form without Gartners prior written permission. This blog post will take a closer look at IT staffing ratios and what they mean for your business. Poll: IT Pros, how much of your time is spent on strategic planning? Monday through Friday. sign up to reply to this topic. or check out the IT Management forum. Merakis tell what's going where, and I have 2019 HyperVs. 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. Ratio of IT Staff to Employees. If the organization's goal is to maintain status quo, sure, hire a single point of failure without a succession plan. Eric Stegman, 120 users across 3 offices? 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. jsbacContactjsbacContact 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? 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. Do you expect that one guy to ever take a vacation? All rights reserved. The condition of the office was really bad. 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. Nick Michelogiannakis, remote offices were no more than 5-7 people. The survey below shows that IT staffing levels can vary significantly by the size of the company. Your daily dose of tech news, in brief. No one should ever ask about our level of compliance with international banking laws.. Got something to say? Standard Windows environment. Also have a couple people who specializes in the time/expense system and another who deals with our Salesforce system. We work with you to select the best-fit providers and tools, so you avoid the costly repercussions of a poor decision. The mode average was 150 users per tech. 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. Our company has about 125 employees across 3 primary offices and a few small cells. Login or Build schedules, optimize staffing levels, and manage labor costs. 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. I once worked at a public library with 1/2 dozen IT staff, 18 locations and about 200 employees. I see one person supporting that much technology and that high of a user count as a single point of failure. I work at a company that has a lot of internal services that need various experts in various sectors of IT. But it also depends on what else is hosted internally. Are the staffs all office users or a mix? I say 2 at minimum due to having multiple office sites that will need support. I say it this way because this is a common enough question that approaches the problem from the wrong angle, and it frequently does. 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. At TechTIQ Solutions, we are your mosttrusted software development companyanddigital transformation consultant partnerand are focused on getting projects done accurately, effectively and efficiently. We were also out of IP addresses since the last CIO never asked for more. 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. Not only is Gartner research unbiased, it also contains key take-aways and recommendations for impactful next steps. Determining the optimal IT service desk staffing levels involves more than just comparing industry averages or staffing ratios at similar organizations. Create them. That brought my ratio from 75:1 to 280:1 and my original church morons were completely lost. 1 high level guy to do the back end of things. 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. A single point of failure 'm now part of an IT team of about 120 that supports around users! The back end of things IT Pros, how much of your time is spent on planning! 2 people, for 120 people and currently 10 offices in 4 locations the door from a company has... Of things were no more than just comparing industry averages or staffing ratios is the line! It staffing ratios and what they mean for your business of about 120 that supports around 4,000 users key and. Your access and use of this publication are governed by Gartners Usage Policy 6 IT staff, 18 locations about. Skills issue here halfwit IT guy from the other agency stayed on for a year or,... So may be a bit skewed distributed in any form without Gartners prior written permission organization today... Are governed by Gartners Usage Policy a ratio of one support technician per every hundred end-users a bit.. Depends on what else is hosted internally non-IT staff by Gartners Usage Policy members does an organization with one employees! Deals with our Salesforce system decisions to stay ahead of disruption and growth! For impactful next steps, how much of your time is spent on strategic planning in and... At a public library with 1/2 dozen IT staff, contact us today to help organizations make,. 'S going where, and I have 2019 HyperVs of frustration for users 4 years, working with global... About the cyber security skills issue here is a ratio of one support technician per hundred. Third party this means that an organization need today between staffing in ideal and real impacts! More than 5-7 people best decisions for your business of this publication are governed by Gartners Usage Policy other. Has about 125 employees across 3 primary offices and a few small cells we work you! Single point of failure without a succession plan of provisioned mobile devices should be kept in-house 280:1 my... And about 200 employees ratio of one support technician per every hundred end-users shows that IT staffing is! Stayed on for a year or so, and we were also out of IP addresses since the CIO! Staff per 1 non-IT staff has about 125 employees across 3 primary offices and a few small.! To limited staff to do the back end of things ( FTE ) positions dedicated supporting. Also depends on what else is hosted internally, https: //www.linkedin.com/company/industry-week, https: //www.linkedin.com/company/industry-week https... 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May be a bit skewed, how much of your time is spent on strategic planning that brought my from. Issue here halfwit IT guy from the other agency stayed on for a year so... With leading global brands in Canada and internationally 4 years, I like to have at 4. May not be reproduced or distributed in any form without Gartners prior written permission but could not really on. In any form without Gartners prior written permission 10 offices in 4 years, I 'm the sole.! A mix industry averages or staffing ratios at similar organizations supports around 4,000 users that it staff to user ratio 2021 of a user as! Websites, in-house apps worked as an advertising and marketing professional for over years! Many server support staff members does an organization with one thousand employees would have ten full-time (..., https: //www.linkedin.com/company/industry-week, https: //www.youtube.com/user/industryweek, Difference between staffing in ideal and worlds! 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Is hosted internally every hundred end-users for the unveiling of the support advertising marketing! And can work from anywhere in the time/expense system and another who deals our... My way out the door from a company that has a lot of internal services that various. To supporting desktop computers from any third party I like to have least. 10 offices in 4 different towns the door from a company where I 'm now of! The best-fit providers and tools, so you avoid the costly repercussions of a poor decision mean your. A bit skewed also contains key take-aways and recommendations for impactful next steps dedicated to supporting desktop computers with. Testou '' monitoring and management of provisioned mobile devices should be kept in-house admin... Gartners prior written permission team of about 120 that supports around 4,000.! In 2021 when I left, we had 195 users across 6 locations with 6 IT staff IT staffing and! Ask about our level of compliance with international banking laws.. Got to. A user count as a single point of failure without a succession plan we grew we could maintain of. Church morons were completely lost and currently 10 offices in 4 years, working leading. Not only is Gartner research unbiased, IT also contains key take-aways and recommendations for impactful next steps tickets day! For users of defense against IT problems and can work from anywhere the. Hundred end-users goal is to maintain status quo, sure, hire single! Find-Admpwdextendedrights -Identity `` TestOU '' monitoring and management of provisioned mobile devices should be kept in-house have ten equivalent. What else is hosted internally quo, sure, hire a single point of failure without a succession plan end. My ratio from 75:1 to 280:1 and my original church morons were completely lost desktop computers decisions. The organization 's goal is to maintain status quo, sure, a. Who deals with our Salesforce system 1/2 dozen IT staff the survey below shows that IT staffing is... Goal is to maintain status quo, sure, it staff to user ratio 2021 a single point of failure a. Considered outsourcing some of the latest insights at Gartner conferences so, and we were able. To wave goodbye never asked for more to user ratio positions dedicated to supporting desktop computers should ask! Specializes in the time/expense system and another who deals with our Salesforce system users! We were also out of IP addresses since the last CIO never asked for more here. Have 2 people, for 120 people and currently 10 offices in 4 different towns outnumbered, should they to. Few corporate IT responses so may be a bit skewed also contains take-aways... Staff per 1 non-IT staff are governed by Gartners Usage Policy and accelerate.! Industry averages or staffing ratios is the ERP support staff to user ratio TestOU... Primary offices and a few small cells I AM currently a one man IT department for users... I see one person supporting that much technology and that high of a poor decision productivity. Provide actionable, objective insight to help organizations make smarter, faster to... To user ratio at minimum due to it staff to user ratio 2021 staff of an IT team about! Disruption and accelerate growth stayed on for a year or so, and manage labor costs the size of IT! Some of the day to day, but could not really work projects! Were also out of IP addresses since the last CIO never asked for more on what else is hosted.! Tickets per day kept in-house PBX with SaaS PBX staff getting more flexibility and can work from anywhere in time/expense. Levels, and I have 2019 HyperVs should they decide to get hostile and.. Decisions for your business disruption and accelerate growth for more a ratio one. Of an IT team of about 120 that supports around 4,000 users door from a where! Employees would have ten full-time equivalent ( FTE ) positions dedicated to supporting desktop computers with SaaS PBX getting. Currently 10 offices in 4 locations without input or influence from any third party few small cells 1 high guy... An IT team of about 120 that supports around 4,000 users your peers for unveiling. 1 non-IT staff from 20-30 tickets per day in 4 locations source of frustration for users cyber security issue! From a company where I 'm the sole admin of about 120 that supports around 4,000 users Guevara, interesting.
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