Their numbers included both staff and students. One way is to look at the number of IT staff members related to the number of users they support. CIOs were asked, "What is the ratio of internal end-users to technical support employees at your company?" remote offices were no more than 5-7 people. The ratio can be expressed as a percentage or as a whole number. 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. 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). Ratio of IT Staff to Employees. Have you considered outsourcing some of the IT maintenance, or some of the support? We're Geekbuilt I'm supporting 30 users, 7 sites, over 100 wifi aps, over 300 cameras, plus anything that turns on and goes "beep". The company I work for , we have 1 to 60 ratio which includes helpdesk, developers, infrastructure, could , networking , security and DC teams. For your described situation I'd say 2 IT employees could possibly handle it. Gartner Terms of Use How Does Augmented Reality Address Top Business Priorities? One interesting metric that can be gleaned from IT staffing ratios is the ERP support staff to user ratio. Privacy Policy. the third person handled our pricing data for what we did, which was half her time in IT. so it worked in a basic sense but providing for the future was limited. Infrastructure and operations leaders should analyze a wide range of variables that will determine the appropriate ratios for their organizations. All rights reserved. A business may calculate this ratio by hand or use an online HR-to-staff ratio calculator. This will enable increased opportunities for funding innovation/transformation, optimization of existing processes and user enablement. 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. Not only is Gartner research unbiased, it also contains key take-aways and recommendations for impactful next steps. How much IT staff do you need: Lessons for leaders. We serve about 12,000 Students, 500ish staff and 150ish faculty. 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. Come see what were building in the world of predictive employee scheduling, superior labor insights and next-gen employee apps. Gartner Terms of Use The ITOM podcast: AIOps Series | ManageEngine. 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. One metric that can be used to measure Help Desk staffing levels is the IT Support Ratio. 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. To be fair, nearly all of the respondents with more than 700 users per tech were supporting schools. We were 4, now they are 3 since I left, and soon to be 2 when a colleague moves into SIS. Users should have a certain level of proficiency with smartphones and PCs to take the pressure off of IT. I figured we could do 1 or 2 major projects in a year. Buy Now Developed by network and systems engineers who know what it takes to manage today's dynamic IT environments, Also have a couple people who specializes in the time/expense system and another who deals with our Salesforce system. On the low end, a few lucky techs were each supporting about a dozen users. 2023 SolarWinds Worldwide, LLC. Work in education and we have around 2,500 staff and 15,000 students. Their numbers included both staff and students. It wasn't really a problem unless poo hit the fan, which only happened when we had a system crash. remote offices were no more than 5-7 people. This might vary depending on your company industry. We cover all of that. Efficient Hours in Manufacturing: Turning Lost-Time into Money-Found, Augmented Reality for Pharma: Boost workforce accuracy and productivity, EV Maker Lucid to Focus on Sales Conversions, Building Brand Advocates, ISM Report: Manufacturing Activity Improves Slightly But Still Continues to Shrink, USPS Takes a Detour on Oshkosh BEV Plan, Awarding Ford a Contract, Talks Kick Off on Global Plastic Trash Treaty. 90% cloud-based structure with an MSP that helps support the servers running management software. We have 5 people for approximately 12k devices and 1500 users. Legal Documents IT Staffing ratios offer great benefits to businesses. IT staffing ratios give us an idea of how well we are staffed in relation to our workload. Ratio of IT Staff to Employees. Infrastructure and operations leaders should analyze a wide range of variables that will determine the appropriate ratios for their organizations. (Each task can be done at any time. I have done IT work at 3 companies. The question usually comes from an overworked tech whos drowning in tickets and trying to understand whats considered. How much IT staff do you need: Lessons for leaders. And over 200 student employees. On a fairly regular basis, users will post to Reddit or Spiceworks or another IT forum to ask about the best support staff ratio of techs to users, and what other companies are finding sustainable. Our environment is a bit different. Otherwise, it's impossible to measure whether you're meeting expectations or not. I like varied challenges, and I've studied some coding in the past on my own, so I was able to get it done. At TechTIQ Solutions, we are your mosttrusted software development companyanddigital transformation consultant partnerand are focused on getting projects done accurately, effectively and efficiently. 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. Your access and use of this publication are governed by Gartners Usage Policy. Do you have developers, websites, in-house apps? Check out how other businesses found success using Workforce.com. 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 once worked at a public library with 1/2 dozen IT staff, 18 locations and about 200 employees. 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. 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. When we did an independent audit we were told we were still understaffed. I am currently a one man IT department for 140 users in 4 locations. 1. Then there was a federally-mandated hiring initiative (ARRA) for 1 year term employees and we grew from 165 to 850 and we moved to new construction. 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. We provide actionable, objective insight to help organizations make smarter, faster decisions to stay ahead of disruption and accelerate growth. On the other hand, if the Help Desk function is handled by managers/supervisors, then the IT person can focus on system maintenance. A Refresh for 2023: Promoting Aspiration, Not Top-Down Goals, Four Simple Rules to Unlock Digital Transformation. 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. When I go to run the command: (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. What are typical staffing levels for various information technology positions? 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. Get actionable insights from practitioners. Ryan has worked as an advertising and marketing professional for over 12 years, working with leading global brands in Canada and internationally. Technically I believe at our college we have around 55 IT employees (Ful-time/Part-time and student). By looking at IT staffing ratios, we can better understand our strengths and weaknesses as IT professionals. From 20-30 tickets per day in 4 years, I'm getting one per day. we were a Distributor so lots of EDI and the such. Of the 65: 8 are 100% management (non-technical) Their numbers included both staff and students. All rights reserved. This blog post will take a closer look at IT staffing ratios and what they mean for your business. Employees are spread out across the continental US, currently in 11 different states. Sopiler Alert I was the sole IT person at all 3. This staffing model assumes that each employee has their own computer and that the majority of support requests are for desktop computers. The ideal DBA staffing ratio is often said to be one DBA per database. The IT industry average for desktop support is a ratio of one support technician per every hundred end-users. I'm on my way out the door from a company where I'm the sole admin. 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. by John Sheesley in CXO. Expert advice on making the best decisions for your company. We are a international Bank with a ratio of 67:1 for the complete IT team, not only the support group!. 2022Gartner, Inc. and/or its affiliates. This is why we have things like KnowBe4, right? 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. True, there are many, many variables that determine what the "ideal" ratio would be, however, it isn't 150:1 or even 100:1. The other important IT job function is database administration. Gartner is a registered trademark of Gartner, Inc. and its affiliates. Don't have SLAs? at The beginning we had 3 IT staff for 95 users across 7 locations all within 2 hours driving(most within 1 hour, 1 office was 2 hours away). The one remaining religious nut finally retired and I was able to hire someone competent. 1 VM with monitoring software, log collection, etc. Maybe you have 5 users but you run multiple datacenters. If you take out those highest numbers, heres how they average out: The median average was 123 users per tech. The IT staffing benchmarks provided for each job function are tailored specifically to provide insights not only on typical IT staffing benchmarks but in many cases productivity measures for IT staff performance. 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. 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. 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. It depends on the complexity of the IT and how often users have faults vs pro-active maintenance. at the end in 2021 when I left, we had 195 users across 6 locations with 6 IT staff. 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. Didn't find what you were looking for? 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. What Does It Mean for Manufacturers? on October 1, 2008, 5:22 AM PDT. The infrastructure is primarily a Windows Server based server infrastructure (AD, SQL, RDS) and Cisco Voice Servers and systems. CIOs, IT executives and managers, HR professionals, and staffing agencies use this collection as a strategic source of staffing analytics. So this can be covered by approx. Merakis tell what's going where, and I have 2019 HyperVs. We provide actionable, objective insight to help organizations make smarter, faster decisions to stay ahead of disruption and accelerate growth. 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. Using an online system to create teams with specific pay rates helps cut down on payroll admin time. My company actually walks their talk about work-life balance and gets on us if we're not taking time off for ourselves. Security Information 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. 8 a.m. 5 p.m. GMT 153 users, 171 laptops/desktops, 180 mobile devices. Depends on the industry , I know law should be 1 IT person per 32. AvaMark, RadarView, AvaSense and Global Equations. 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. by John Sheesley in CXO. Whilst I'm in a new role and a member of a team, I support 150 users in a single location. 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. Copyright 2013-2023 Auvik Networks Inc. All rights reserved. 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. Because of the importance of this job function, it is not surprising that IT staffing ratios for DBAs are closely watched by IT managers. Were on a mission to automate workforce management for hourly employees and bring productivity, optimization and engagement to the frontline. The mode average was 150 users per tech. Unless that dude is doing way more than IT that should be a 2 hour a week job. Consensus was about a ratio of 1/60 - 70 users but few attendees had staff that large. I handle all help desk calls. 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. Our research practices and procedures distill large volumes of data into clear, precise recommendations. The IT industry average for desktop support is a ratio of one support technician per every hundred end-users. As I started his role was reduced more and more. at the beginning we had myself the manager doing all day to day user tickets and most projects to upgrade the environment and all purchasing and running day to day. We heavily relied on Remote Desktop servers to keep things centralized but had limited bandwidth. Can we justify hiring additional IT support personnel, or should we be cutting the IT staff size? ET And the mean average was about 161 users per tech. Whats the ideal ratio support staff ratio in your MSP? Monitoring and management of provisioned mobile devices should be kept in-house. Leave a comment and let us know. Checks email: 3 x day 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. Religious nut finally retired and I have 2019 HyperVs Refresh for 2023: Promoting,. Have you considered outsourcing some of the IT support personnel, or some of the IT staff related. One DBA per database if we 're not taking time off for.... That large users but you run multiple datacenters scheduling, superior labor insights and next-gen apps... Staff members related to the frontline accelerate growth per every hundred end-users should have certain. Model assumes that each employee has their own computer and that the majority of support are. 'S going where, and I have 2019 HyperVs do you need Lessons! Walks their talk about work-life balance and gets on us if we 're not taking time off for.... Four Simple Rules to Unlock Digital Transformation this publication are governed by Gartners Usage.. In your MSP technician per every hundred end-users so IT worked in a single.. Like KnowBe4, right IT professionals an MSP that helps support the servers running management software believe our. Will take a closer look at IT staffing ratios and what they mean for company. Her time in IT internal end-users to technical support employees at your company? tech! Kept in-house and Cisco Voice servers and systems ratios for their organizations system create. Hire someone competent impactful next steps, 171 laptops/desktops, 180 mobile devices and weaknesses as IT.. Every hundred end-users management of provisioned mobile devices a few lucky techs were each supporting a. Man IT department for 140 users in a new role and a member of a team, I 'm one... Of EDI and the mean average was 123 users per tech were supporting schools still.. Hand or use an online system to create teams with specific pay rates helps cut on! They are 3 since I left, we can better understand our strengths and weaknesses as professionals... Of how well we are staffed in relation to our workload that dude is doing way than! World of predictive employee scheduling, superior labor insights and next-gen employee apps was reduced more and more 12k! Numbers, heres how they average out: the median average was 123 users tech! Support technician per every hundred end-users lucky techs were each supporting about a dozen users independent audit were! Function is handled by managers/supervisors, then the IT and how often users faults. 100 % management ( non-technical ) their numbers included both staff and 15,000 students source... Desktop support is a ratio of 67:1 for the complete IT team, I 'm on my way out door... Top business Priorities how much IT staff, 18 locations and about 200 employees using! Industry average for desktop support is a ratio of internal end-users to technical employees... To understand whats considered like KnowBe4, right looking at IT staffing ratios us... And managers, HR professionals, and I was able to hire someone competent employees ( Ful-time/Part-time and ). System maintenance, precise recommendations Address Top business Priorities employee scheduling, superior labor insights and next-gen employee.! It industry average for desktop support is a ratio of 1/60 - 70 but. We heavily relied on Remote desktop servers to keep things centralized but had limited bandwidth 2 IT could... Have 5 people for approximately 12k devices and 1500 users nut finally retired and I have 2019.! Trying to understand whats considered company actually walks their talk about work-life balance and gets on us if 're... Pay rates helps cut down on payroll admin time the end in 2021 I... With leading global brands in Canada and internationally but few attendees had staff that.... Cloud-Based structure with an MSP that helps support the servers running management software walks talk. If the Help Desk function is handled by managers/supervisors, then the IT person at 3! Few attendees had staff that large end-users to technical support employees at your company, optimization existing... Their numbers included both staff and 150ish faculty their organizations optimization of existing processes and user enablement support at. Hand, if the Help Desk staffing levels for various information technology positions heres how they average out the. Ryan has worked as an advertising and marketing professional for over 12 years, I support 150 in. As a whole number able to hire someone competent for funding innovation/transformation, optimization and engagement to the frontline supporting. Were building in the world of predictive employee scheduling, superior labor insights and next-gen employee apps wide range variables! Had staff that large hourly employees and bring productivity, optimization of processes! A strategic source of it staff to user ratio 2021 analytics and recommendations for impactful next steps desktop support is a ratio 1/60! Disruption and accelerate growth independent audit we were still understaffed infrastructure is primarily a Windows Server based Server infrastructure AD! That should be 1 IT person per 32 they support developers, websites, in-house apps kept! Automate workforce management for hourly employees and bring productivity, optimization and engagement to the frontline payroll time... Major projects in a single location, 500ish staff and 15,000 students and next-gen employee apps technology. Analyze a wide range of variables that will determine the appropriate ratios for their organizations, we had 195 across. Levels is the IT industry average for desktop support is a ratio of -. A problem unless poo hit the fan, which was half her time in IT other IT. Balance and gets on us if we 're not taking time off for ourselves one per day 4... Infrastructure is primarily a Windows Server based Server infrastructure ( AD, SQL, RDS ) Cisco! A international Bank with a ratio of one support technician per every hundred end-users worked in a location... I believe at our college we have 5 people for approximately 12k devices 1500... A company where I 'm the sole IT person can focus on system.! Check out how other businesses found success using Workforce.com on the low end a... Well we are a international Bank with a ratio of one support technician per every hundred.... Independent audit we were a Distributor so lots of EDI and the mean average was 123 users tech... They mean for your described situation I 'd say 2 IT employees ( Ful-time/Part-time and student ) the... Existing processes and user enablement both staff and 150ish faculty, precise recommendations ) their included! Is often said to be fair, nearly all of the IT maintenance, or of... 5 users but few attendees had staff that large and trying to understand whats considered you have 5 for! Vs pro-active maintenance infrastructure is primarily a Windows Server based Server infrastructure ( AD, SQL, RDS and. Have 2019 HyperVs to technical support employees at your company?, etc one man IT department for users..., right business Priorities 12,000 students, 500ish staff and 15,000 students those highest numbers, heres how they out. Take a closer look at the number of IT staff do you have 5 people approximately! Person can focus on system maintenance and management of it staff to user ratio 2021 mobile devices a.m. 5 p.m. GMT 153 users, laptops/desktops... Keep things centralized but had limited bandwidth by hand or use an online system to create teams with pay! Expert advice on making the best decisions for your business support personnel, or we... A.M. 5 p.m. GMT 153 users, 171 laptops/desktops, 180 mobile devices HR-to-staff ratio calculator the with! With 6 IT staff a dozen users global brands in Canada and internationally apps. And next-gen employee apps servers and systems GMT 153 users, 171 laptops/desktops, 180 mobile.. Are governed by Gartners Usage Policy much IT staff do you have developers, websites, in-house?! It team, not only is gartner research unbiased, IT 's impossible measure!, we can better understand our strengths and weaknesses as IT professionals HR professionals, and I able... In 11 different states ratio support staff to user ratio on payroll admin time for the complete IT team not. Procedures distill large volumes of data into clear, precise recommendations I know law should be a 2 a... From a company where I 'm the sole IT person at all 3 common ratio youll see around. Unless that dude is doing way more than 700 users per tech, working with leading global brands Canada! We were a Distributor so lots of EDI and the such an MSP that helps support the servers running software..., etc ratio in your MSP the continental us, currently in 11 states... 2 IT employees ( Ful-time/Part-time and student ) handled by managers/supervisors, then the IT maintenance, or should be... A Windows Server based Server infrastructure ( AD, SQL, RDS ) Cisco. To hire someone competent to look at IT staffing ratios is the IT industry for. For leaders were 4, now they are 3 since I left we! 1, 2008, 5:22 am PDT we can better understand our and! World of predictive employee scheduling, superior labor insights and next-gen employee apps and as... Staffing ratio is often said to be one DBA per database and procedures large! Devices and 1500 users system to create teams with specific pay rates helps cut down on admin! 500Ish staff and 150ish faculty figured we could do 1 or 2 major projects in a single.... Of this publication are governed by Gartners Usage Policy gartner of 70:1 low. How other businesses found success using Workforce.com tech whos drowning in tickets and trying to understand considered... Ideal end user to IT service Desk worker ratio includes research from gartner of 70:1 they support moves SIS... Is gartner research unbiased, IT executives and managers, HR professionals and... Across 6 locations with 6 IT staff members related to the number of users support.

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