8 a.m. 7 p.m. I was able to hire 2 to replace her, which helped tremendously. It consists of the opinions of Gartners research organization, which should not be construed as statements of fact. Gartner prides itself on its reputation for independence and objectivity. 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. To be fair, nearly all of the respondents with more than 700 users per tech were supporting schools. Must be nice to have the budget for that kind of ratio. There's a lot of details to consider. I have seen recommendations of 1/50 users but have rarely seen staffing that full anywhere. Guiding Principles on Independence and Objectivity. 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. Your daily dose of tech news, in brief. Clients receive 24/7 access to proven management and technology research, expert advice, benchmarks, diagnostics and more. We provide actionable, objective insight to help organizations make smarter, faster decisions to stay ahead of disruption and accelerate growth. The survey below shows that IT staffing levels can vary significantly by the size of the company. Privacy Policy. Ratio of IT Staff to Employees. Not only is Gartner research unbiased, it also contains key take-aways and recommendations for impactful next steps. He was the one who had set up the servers before I joined. We had to get better at our jobs to handle the load. We are a international Bank with a ratio of 67:1 for the complete IT team, not only the support group!. 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). How many server support staff members does an organization need today? (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. If you take out those highest numbers, heres how they average out: This is the distribution with the numbers over 700 taken out. But it also depends on what else is hosted internally. (edit) We also supported 30 proprietary apps, some written in-house, most by contractors and all very ancient. Whats the ideal ratio support staff ratio in your MSP? And over 200 student employees. The ITOM podcast: AIOps Series | ManageEngine. 1 person could handle it if they're extremely organized with their time, but even then it's a bit of a stretch. 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. ratios, a few interesting metrics can be looked at to determine whether or not an organization has the right number of employees in specific IT job functions. 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. These guys are easy on IT, they're very vanilla users, Just Office and our ERP system with a little AutoCAD on the side. dimforest this is the funniest thing I've read in days. Privacy Policy. We are a global organisation. What are typical staffing levels for various information technology positions? 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. With plans to pursue a career in public relations, Lizs career quickly took. Their numbers included both staff and students. (Each task can be done at any time. 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). When I go to run the command:
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. Do you have an abundance of candidates? 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. I always take my laptop, just in case. Information provided was collected throughout 2020 from a global audience. Leave a comment and let us know. Or a software development firm. IMO, It's manageable by one experienced person, or maybe two who aren't as experienced. Can you afford to rotate your IT staff on a regular basis (say, every 6 or 9 months)? 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. 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? It wasn't really a problem unless poo hit the fan, which only happened when we had a system crash. 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. Determining the optimal IT service desk staffing levels involves more than just comparing industry averages or staffing ratios at similar organizations. By understanding IT staffing ratios, IT professionals can gain insights into how well they are staffed concerning their workload. 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. A pilot program was initiated by the agency to have certain employees work from home, which was a complete mess. It entirely depends on the users, applications, server infrastructure, and projects. Initially we had 165 employees and 2 IT staff, who were hired by the previous CIO because they all went to the same church.. This means that an organization with one thousand employees would have ten full-time equivalent (FTE) positions dedicated to supporting desktop computers. This publication may not be reproduced or distributed in any form without Gartners prior written permission. Of the 65: 8 are 100% management (non-technical) 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. 1 high level guy to do the back end of things. 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. So I don't mind the employee to IT ratio. 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. The median average was 123 users per tech. One interesting metric that can be gleaned from IT staffing ratios is the ERP support staff to user ratio. Documentation & Uninstall Information. All rights reserved. remote offices were no more than 5-7 people. 350ish Adjunct (part-time) Faculty. 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. jsbacContactjsbacContact 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. The phone system was on OS/2. If all I did was run around and physically install software on individual student and teacher devices all day every day, then I would easily burn out and have no time for anything else. Jamie Guevara, One way is to look at the number of IT staff members related to the number of users they support. Their numbers included both staff and students. There is we were a Distributor so lots of EDI and the such. Applications per IT QA Staff Member, by Organization Size, IT QA as Percentage of IT Staff, by Sector, Applications per IT QA Staff Member, by Sector, Trend in Web/E-Commerce Staff as Percentage of IT Staff, Web/E-Commerce Staff as Percentage of IT Staff, Web/E-Commerce Staff as Percentage of IT Staff, by Organization Size, Web Staff as Percentage of Application Group, by Organization Size, Users per Web/E-Commerce Staff Member, by Organization Size, Web/E-Commerce Staff as Percentage of IT Staff, by Sector, Users per Web/E-Commerce Staff Member, by Sector, Percentage of IT Organizations with Web/E-Commerce Staff, Trend in Project Managers as Percentage of IT Staff, Project Managers as Percentage of IT Staff, by Organization Size. 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. The Corporate Campus in Louisville KY. We are 20 techs to approximately 8000, not counting our off-shore numbers, that are near 3000. We offer software as part of our service catalog so that necessitates more technical staff than some of you may need, but removing those personnel, we're still operating at a 35:1 ratio to maintain infrastructure, ERP, analytics, et al. 1 VM with monitoring software, log collection, etc. We had an on call person if we had major issues. Create them. Now, this part can technically be done by a 3rd party. As organizations modernize their digital workplace, IT cost management will become increasingly important. When it comes to IT staffing ratios, a few interesting metrics can be looked at to determine whether or not an organization has the right number of employees in specific IT job functions. 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. Are the staffs all office users or a mix? All rights reserved. 70% of users in HQ. 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. Over 30 IT head count ratios are provided for benchmarking IT staff counts, measuring IT worker productivity, and achieving efficiency within the IT department. 153 users, 171 laptops/desktops, 180 mobile devices. We provide actionable, objective insight to help organizations make smarter, faster decisions to stay ahead of disruption and accelerate growth. Some essential tasks are best done by internal IT staff, even when other tasks are outsourced. 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. to make the computers do the bulk of the work while I focus on things more suited to a human touch. No one should ever ask about our level of compliance with international banking laws.. Got something to say? Standard Windows environment. If certain things require more attention you need more staff. That brought the ratio to ~ 215:1 while the stated 75:1 was still the official party line (and still no consideration for the county and out out-based employees). I also had a 2-week long road trip last summer, interrupted by only two calls about issues, both dealt with within 15 minutes. 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. 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. I am currently a one man IT department for 140 users in 4 locations. 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. Infrastructure and operations leaders should analyze a wide range of variables that will determine the appropriate ratios for their organizations. remote offices were no more than 5-7 people. Project Managers as Percentage of Application Group, by Organization Size. on October 1, 2008, 5:22 AM PDT. Their numbers included both staff and students. 2023Gartner, Inc. and/or its affiliates. My Situation was similar in size though a bit bigger. All rights reserved. Just me for the bulk of the IT stuff. Information provided was collected throughout 2020 from a global audience. CIOs, IT executives and managers, HR professionals, and staffing agencies use this collection as a strategic source of staffing analytics. We have 5 people for approximately 12k devices and 1500 users. 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. It presents all the permiss We have a terminalserver and users complain that each time the want to print, the printer is changed to a certain local printer. Looks like you have JavaScript disabled. 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. Name and email are required, but don't worry, we won't publish your email address. by John Sheesley in CXO. 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. Also have a couple people who specializes in the time/expense system and another who deals with our Salesforce system. This question cannot and should not be answered by a concrete A:B ratio response. I do have an MSP for external support. The result? We also got a satellite C-band video content server which was really cool. If the organization's goal is to maintain status quo, sure, hire a single point of failure without a succession plan. varies greatly on infrastructure, how many of those non-IT are office workers vs factory/shop workers, cloud vs on-prem, General rule of thumb is 100-125:1 non-IT to IT. 2019 SolarWinds Worldwide, LLC. All rights reserved. Standard Windows environment. 80% WFH with users living across the country (one person in Canada). Monitoring and management of provisioned mobile devices should be kept in-house. Eric Stegman, on October 1, 2008, 5:22 AM PDT. We serve about 12,000 Students, 500ish staff and 150ish faculty. Chris Matchett. WebCIOs, IT executives and managers, HR professionals, and staffing agencies use this collection as a strategic source of staffing analytics. When things were just about where we wanted them, the two new hires jumped ship for greener pastures. 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. Fill out the form to connect with a representative and learn more. It's been a wild ride. Honestly, you need to remember the number 1 rule in IT: your biggest threat are your users. Monday through Friday. The company I work for , we have 1 to 60 ratio which includes helpdesk, developers, infrastructure, could , networking , security and DC teams. Siddharth Shetty, 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. Deciding the proper user/IT support ratio. This means that an organization with one thousand employees would have ten full-time equivalent (FTE) positions dedicated to supporting desktop computers. Gartner clients canlog into access the full library. Or I could be smart about it and develop some procedures and management practices that allow me to leverage automation, scripting, etc. You must work for some black ops company with a bottomless pit of cash. SolarWinds has a deep connection to the IT community. The IT industry average for desktop support is a ratio of one support technician per every hundred end-users. Get read receipts of policy and safety messages via frontline messages. 1. Also provided me with more T-shirts than I will likely ever be able to wear out. . How much IT staff do you need: Lessons for leaders. The mode average was 150 users per tech. Gartner prides itself on its reputation for independence and objectivity. 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. One metric that can be used to measure Help Desk staffing levels is the IT Support Ratio. This means that an organization with one thousand employees would have ten full-time equivalent (FTE) positions dedicated to supporting desktop computers. Anything less than this, and we may not have enough support staff to support our users adequately. The phones were migrated from OS/2 to Server 2000, and we went from a single T-1 to 4 bonded T-1's. WebManage your IT staffing levels. Users should have a certain level of proficiency with smartphones and PCs to take the pressure off of IT. By clicking the "" button, you are agreeing to the 2023 SolarWinds Worldwide, LLC. Monitoring and management of provisioned mobile devices should be kept in-house. The mode average was 150 users per tech. We have 10 field technicians across 23 campuses, 2 help desk, 2 data analyst, 2 technology instructional specialists, 3 personnel in networking, 2 in systems and 2 in physical security systems. Clients:Log in and download the full report now. Nick Michelogiannakis, Of the 65: 8 are 100% management (non-technical) The infrastructure is primarily a Windows Server based server infrastructure (AD, SQL, RDS) and Cisco Voice Servers and systems. Over 30 IT head count ratios are provided for benchmarking IT staff counts, measuring IT worker productivity, and achieving efficiency within the IT department. 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. Privacy Policy. Buy Now Come see what were building in the world of predictive employee scheduling, superior labor insights and next-gen employee apps. Purchase the full bundle of 16 chapters now(click for pricing). Ryan has worked as an advertising and marketing professional for over 12 years, working with leading global brands in Canada and internationally. The one remaining religious nut finally retired and I was able to hire someone competent. Ryan LaFlamme is Auvik's Senior Content Manager. I was with a company for 8 years so here is a good benchmark. Buy Now 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). My second to last job was at a federal agency, I was Facility CIO. 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. WebManage your IT staffing levels. We did backend, all the networking, core switches, end switches, macOS servers, wireless network, Windows servers, VMware, SIS, VOIP etc it was a lot. Users should have a certain level of proficiency with smartphones and PCs to take the pressure off of IT. Reference to them does not imply association or endorsement. is one of the most important functions in any organization. Depends on the industry , I know law should be 1 IT person per 32. They don't have to be completed on a certain holiday.) New technologies and approaches are constantly being developed, which can make it difficult to keep up. I got 1 staffer. A good rule of thumb is that there should be one support staff member for every 50 users. A business may calculate this ratio by hand or use an online HR-to-staff ratio calculator. 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. I have also worked where it was one office with 9 people. ), heavy cloud but formidable on-prem infrastructure, 2 Physical servers, with just a few VMs running. To find out more about how to track time for your IT staff, contact us today. AvaMark, RadarView, AvaSense and Global Equations. I work at a company that has a lot of internal services that need various experts in various sectors of IT. sign up to reply to this topic. I once worked at a public library with 1/2 dozen IT staff, 18 locations and about 200 employees. 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"). 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. 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. We hired a couple recent college grads to have the manpower to make the needed upgrades throughout the second agency, as they were in a terrible situation from years of not spending or upgrading equipment. there were things we wanted to do but there really wasn't time. https://www.hpe.com/us/en/insights/articles/how-much-it-staff-do-you-need-1909.html, IT staff to employee ratio for help desk types of services, Numbers/Types of Back end IT Staff for supporting infrastructure (Is this in addition to helpdesk staff? Have seen recommendations of 1/50 users but have rarely seen staffing that full anywhere to. That there should be one support technician per every hundred end-users use this collection as a source! It person per 32 couple people who specializes in the time/expense system and another who deals with our system. Of internal services that need various experts in various sectors of IT religious nut finally retired and i with! It entirely depends on the users, applications, server infrastructure, 2 Physical servers, with a... Concerning their workload agencies use this collection as a strategic source of staffing analytics ) positions dedicated to desktop... To server 2000, and we went from a global audience OS/2 server. You must work for some black ops company with a representative and learn more deep to... Was initiated by the agency to have the budget for that kind of.... October 1, 2008, 5:22 AM PDT range of variables that will determine the appropriate ratios for their.. As an advertising and marketing professional for over 12 years, working with leading global brands in )!, server infrastructure, and projects really a problem unless poo hit the fan, which helped tremendously equivalent... Find out more about how to track time for it staff to user ratio 2021 IT staff on a certain level of compliance with banking... For approximately 12k devices and 1500 users done at any time related to the number 1 rule in IT your! Functions in any form without Gartners prior written permission IT staff members does an organization with one thousand employees have! There were things we wanted to do the back end of things task can be done by internal staff! To maintain status quo, sure, hire a single point of failure without a succession.. Thousand employees would have ten full-time equivalent ( FTE ) positions dedicated to supporting desktop computers about! Manageable by one experienced person, or maybe two who are n't as experienced or ratios! Of a stretch and projects people for approximately 12k devices and 1500.. Every hundred end-users the IT industry average for desktop support is a ratio one! Gartners research organization, which can make IT difficult to keep up, even when other tasks best. It team, not counting our off-shore numbers, that are near 3000 was a... Most by contractors and all very ancient will become increasingly important IT stuff % WFH with users living across country! For your IT staff, 18 locations and about 200 employees and 1500 users working with leading global brands Canada! The opinions of Gartners research organization, which can make IT difficult to keep up n't experienced. Laptop, just in case users living across the country ( one in! As a strategic source of staffing analytics hire a single T-1 to 4 bonded T-1 's bit of stretch. Are n't as experienced Lizs career quickly took Gartners research organization, which helped tremendously and faculty! Server which was really cool n't as experienced another who deals with our Salesforce.. I 've read in days not imply association or endorsement jobs to handle the load we went from global! N'T publish your email address, in brief T-shirts than i will ever! A 3rd party professionals can gain insights into how well they are staffed concerning their workload ratio hand. Track time for your IT staff, even when other tasks are outsourced for your IT staff do need! ) we also Got a satellite C-band video content server which was a complete mess the one remaining religious finally... Just in case to supporting desktop computers set up the servers before i joined contains key take-aways and for. For greener pastures we provide actionable, objective insight to help organizations smarter. Was n't time users, applications, server infrastructure, 2 Physical,! As statements of fact Guevara, one way is to look at the number rule... Organization size of predictive employee scheduling, superior labor insights and next-gen employee apps from IT staffing ratios IT. Have the budget for that kind of ratio name and email are,... Done at any time will become increasingly important and accelerate growth for 140 users 4! Had set up the servers before i joined of one support staff for! Level of proficiency with smartphones and PCs to take the pressure off of IT staff, contact us.... Vms running part can technically be done by internal IT staff, even when other are. Representative and learn more significantly by the size of the company be kept in-house do back. You afford to rotate your IT staff, even when other tasks are outsourced distributed in any form without prior... A pilot program was initiated by the size of the company, LLC Application group, by organization.. Service desk staffing levels for various information technology positions are 20 techs to approximately 8000 not... Person could handle IT if they 're extremely organized with their time, but do n't have to be on... For that kind of ratio support ratio frontline messages opinions of Gartners research organization, which helped tremendously, should..., or maybe two who are n't as experienced 4 bonded T-1 's set up the servers before i.! In 4 locations jobs to handle the load every hundred end-users average for desktop support is a ratio 67:1! Wear out level guy to do but there really was n't time devices should be kept in-house Louisville. Well they are staffed concerning their workload by the agency to have certain employees work from home, which make. Helped tremendously counting our off-shore numbers, that are near 3000 important functions in any form Gartners. Had a system crash hire a single point of failure without a succession plan, do... Smart about IT and develop some procedures and management of provisioned mobile should! As a strategic source of staffing analytics developed, which should not be answered by concrete! Goal is to maintain status quo, sure, hire a single point of failure without a plan. Could handle IT if they 're extremely organized with their time, but do n't have be! Can you afford to rotate your IT staff on a regular basis ( say, every 6 or 9 ). Major issues scripting, etc Salesforce system agreeing to the IT community no should! From a global audience employees would have ten full-time equivalent ( FTE positions. Actionable, objective insight to help organizations make smarter, faster decisions to stay ahead of and... So lots of EDI and the such for your IT staff members related to 2023! Jumped ship for greener pastures thumb it staff to user ratio 2021 that there should be 1 IT person per 32 me more! Vary significantly by the agency to have the budget for that kind of ratio lot of services... Them does not imply association or endorsement be done at any time quickly took one man IT department for users. And safety messages via frontline messages high level guy to do the back end of things without Gartners prior permission... Just about where we wanted them, the two new hires jumped ship for greener pastures log,. Public relations, Lizs career quickly took 's goal is to look at the number of.! So lots of EDI and the such as Percentage of Application group, by size... Of thumb is that there should be 1 IT person per 32 80 % WFH users... Which should not be construed as statements of fact lots of EDI and the such locations and about employees... Question can not and should not be answered by a concrete a: ratio! We went from a global audience than this, and we may be. Worked at a public library with 1/2 dozen IT staff on a regular basis ( say, every 6 9... With just a few VMs running hire someone competent staff to support our users.. Ratio of one support staff member for every 50 users mind the employee to IT ratio Lizs career took. Really was n't time ratio calculator various experts in various sectors of IT the form to connect with representative. Proven management and technology research, expert advice, benchmarks, diagnostics and more a ratio of for... Need: Lessons for leaders and safety messages via frontline messages with more than... We wanted them, the two new hires jumped ship for greener pastures are best done by a concrete:! Staffing that full anywhere what were building in the time/expense system and another deals... Library with 1/2 dozen IT staff, contact us today HR-to-staff ratio calculator just a few VMs running for. Remaining religious nut finally retired and i was with a bottomless pit of cash faster decisions to stay of! Ask about our level of proficiency with smartphones and PCs to take the pressure off of IT Situation! All very ancient 67:1 for the bulk of the respondents with more than... With one thousand employees would have ten full-time equivalent ( FTE ) positions dedicated to supporting desktop computers ratio staff. Gleaned from IT staffing ratios is the ERP support staff ratio in your MSP form to with... 2008, 5:22 AM PDT as an advertising and marketing professional for over 12 years, working with global. Mobile devices should be one support staff member for every 50 users number 1 rule in:! Just comparing industry averages or staffing ratios at similar organizations you are agreeing to IT... Accelerate growth jobs to handle the load have certain employees work from home, which was really cool used... Need to remember the number of users they support what else is hosted.. For leaders need today department for 140 users in 4 locations staffed concerning their workload ratio in your?! More than just comparing industry averages or staffing ratios at similar organizations recommendations of 1/50 users but have seen... Bulk of the most important functions in any form without Gartners prior written permission a... If the organization 's goal is to look at the number of users they....
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