All Rights Reserved. and staffing metrics for over 25 industry and government sectors. Shaivya Kaushal. 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). Gartner prides itself on its reputation for independence and objectivity. Whats the ideal ratio support staff ratio in your MSP? Buy Now Our independence as a research firm enables our experts to provide unbiased advice you can trust. 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. 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. 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. At TechTIQ Solutions, we are your mosttrusted software development companyanddigital transformation consultant partnerand are focused on getting projects done accurately, effectively and efficiently. 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. It was conducted by an independent research firm and developed by Robert Half Technology. 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). Information provided was collected throughout 2020 from a global audience. Standard Windows environment. and Guiding Principles on Independence and Objectivity. We provide actionable, objective insight to help organizations make smarter, faster decisions to stay ahead of disruption and accelerate growth. There is Employees are spread out across the continental US, currently in 11 different states. Anything less than this, and we may not have enough support staff to support our users adequately. The mode average was 150 users per tech. an outside consultant for a special project recommended staffing near the 1/50 level but was impressed we did as well as we did.We did rely on multiple vendors for network support and to spin up new servers which helped. Can you afford to rotate your IT staff on a regular basis (say, every 6 or 9 months)? 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. Gartner Terms of Use Infrastructure and operations leaders should analyze a wide range of variables that will determine the appropriate ratios for their organizations. As such, it is important to staff the Help Desk appropriately. Gartner clients canlog into access the full library. As organizations modernize their digital workplace, IT cost management will become increasingly important. By understanding IT staffing ratios, IT professionals can gain insights into how well they are staffed concerning their workload. 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. Come on over and participate in the poll. As for time off, I'll take an extended, 3- or 4- day weekend periodically. 350ish Adjunct (part-time) Faculty. Leave a comment and let us know. IMO, It's manageable by one experienced person, or maybe two who aren't as experienced. Determining the optimal IT service desk staffing levels involves more than just comparing industry averages or staffing ratios at similar organizations. How many server support staff members does an organization need today? All rights reserved. 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. As a result, IT professionals must be adaptable and able to learn new skills quickly. remote offices were no more than 5-7 people. 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. Stop by Booth #211 to try your luck at the one, the onlyTHE CLAW! I occasionally do a little overtime to roll the servers after patching, and the occasional travel. We are a global organisation. As such, it is important to staff the Help Desk appropriately. Welcome to the Snap! Not only is Gartner research unbiased, it also contains key take-aways and recommendations for impactful next steps. I had 1 full-time and 1 part-time (2 days per week) to handle 350-400 users in about 16 locations, furthest was 3.5 hours away by car supporting old, junk PCs. Information provided was collected throughout 2020 from a global audience. Connect directly with peers to discuss common issues and initiatives and accelerate, validate and solidify your strategy. We offer one-on-one guidance tailored to your mission-critical priorities. Users should have a certain level of proficiency with smartphones and PCs to take the pressure off of IT. 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. Hi Chris. Ratio of IT Staff to Employees. As a public school, our needs, ratios, and performance values will differ from those of a hospital. Infrastructure and operations leaders should analyze a wide range of variables that will determine the appropriate ratios for their organizations. We are 1:1 so all students have devices, all staff have devices and we also have labs. Users should have a certain level of proficiency with smartphones and PCs to take the pressure off of IT. Honestly, you need to remember the number 1 rule in IT: your biggest threat are your users. I have about 100 workstation, about 70 cell phones, in four locations. If you take out those highest numbers, heres how they average out: This is the distribution with the numbers over 700 taken out. WebManage your IT staffing levels. In a new survey, chief information officers (CIOs) polled said their companies technical support teams are, on average, 40% smaller than they optimally should be. Were in the region of 350:1 (500:1.5) but I also manage all internal infrastructure, networking, phones, and everything else vaguely IT-related. I say 2 at minimum due to having multiple office sites that will need support. 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. 350ish Adjunct (part-time) Faculty. Reference to them does not imply association or endorsement. A hard number for staff ratios is arbitrary without a solid justification, and each case is unique. When we did an independent audit we were told we were still understaffed. This is why we have things like KnowBe4, right? Infrastructure and operations leaders should analyze a wide range of variables that will determine the appropriate ratios for their organizations. We work with you to select the best-fit providers and tools, so you avoid the costly repercussions of a poor decision. Literally, this is the place with the fewest weird apps I have ever worked. And the mean average was about 161 users per tech. Evaluate the performance metrics of the organization and compare it to the SLAs. We're Geekbuilt All rights reserved. Their numbers included both staff and students. I'm on my way out the door from a company where I'm the sole admin. Evaluate your IT key performance indicators (KPIs). 70% of users in HQ. If you are all chasing your own tail with helpdesk and maintenance, you are shorthanded. Evaluate your IT key performance indicators (KPIs). 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 mode average was 150 users per tech. 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. Do you have developers, websites, in-house apps? For your described situation I'd say 2 IT employees could possibly handle it. The mean response was 136:1. Your daily dose of tech news, in brief. 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 looking at IT staffing ratios, we can better understand our strengths and weaknesses as IT professionals. Get actionable insights from practitioners. All rights reserved. You're always going to have some 'point of contact' person but in my experience that person is rarely an IT person (even if they might work under than badge). 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. 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. The question usually comes from an overworked tech whos drowning in tickets and trying to understand whats considered. I have busy days and less than busy days. This means that an organization with one thousand employees would have ten full-time equivalent (FTE) positions dedicated to supporting desktop computers. Each IT staffing benchmark reports include our recommendations for optimizing the productivity of each IT job function. At minimum I would have 4 staff members for an organization your size. Some of these responses make me really sad. 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"). 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. Ratio of IT Staff to Employees. Evaluate your IT key performance indicators (KPIs). On the high end was one company with one tech for every 3,400 users. CIOs also were asked, "What would be the ideal ratio of internal end-users to technical support employees at your company?" Expert advice on making the best decisions for your company. If the organization's goal is to maintain status quo, sure, hire a single point of failure without a succession plan. Purchase the full bundle of 16 chapters now(click for pricing). IT staff had no idea how to troubleshoot, so they simply reimaged machines and generally lost files in the process. The employees were chosen for seniority instead of competence, and my staff were not up to the task. Gartner prides itself on its reputation for independence and objectivity. Or a construction company. 1. Privacy Policy. How many people per office? 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. Our research practices and procedures distill large volumes of data into clear, precise recommendations. at the end in 2021 when I left, we had 195 users across 6 locations with 6 IT staff. Legal Documents These guys are easy on IT, they're very vanilla users, Just Office and our ERP system with a little AutoCAD on the side. I say it this way because this is a common enough question that approaches the problem from the wrong angle, and it frequently does. 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. Discover how Workforce.com implementation unlocks the results you want and the adoption you need, all at the perfect pace. What happens when you take leave? 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. Will be looking to expand our IT presence in the near future, mainly due to SOC2 and ISO27001 compliance and certification, since that'll almost require a full-time staff to manage for us, plus we're looking at a potential employee expansion in the near future. Reprinted with permission from Organizing for Results: IT Structures and Staffing Survey by people3,Mercer Human Resource Consulting, and ITAA. WebCIOs, IT executives and managers, HR professionals, and staffing agencies use this collection as a strategic source of staffing analytics. WebCIOs, IT executives and managers, HR professionals, and staffing agencies use this collection as a strategic source of staffing analytics. Learn how to simplify employee scheduling, optimize labor costs across locations, and help managers make the right decisions in the moment. to make the computers do the bulk of the work while I focus on things more suited to a human touch. Determining the optimal IT service desk staffing levels involves more than just comparing industry averages or staffing ratios at similar organizations. Users should have a certain level of proficiency with smartphones and PCs to take the pressure off of IT. This metric can be further broken down into different job functions, such as desktop support, server support, or network support. Included in Full Research Overview Conclusion Recommended by the Authors About This Research I got 1 staffer. On the other hand, if the Help Desk function is handled by managers/supervisors, then the IT person can focus on system maintenance. 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. Streams Netflix: 5 hrs day 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. The company I work for , we have 1 to 60 ratio which includes helpdesk, developers, infrastructure, could , networking , security and DC teams. Technically I believe at our college we have around 55 IT employees (Ful-time/Part-time and student). Clients:Log in and download the full report now. ), heavy cloud but formidable on-prem infrastructure, 2 Physical servers, with just a few VMs running. Chris Matchett. 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. Their numbers included both staff and students. 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). Please turn it on so you can see and interact with everything on our site. When I go to run the command:
(edit) We also supported 30 proprietary apps, some written in-house, most by contractors and all very ancient. You should look at Humana Insurance. WebManage your IT staffing levels. Privacy Policy. and That eventually increased to more than 500 users at 21 locations with 1 more full-time. Are the staffs all office users or a mix? It consists of the opinions of Gartners research organization, which should not be construed as statements of fact. ET This means that an organization with one thousand employees would have ten full-time equivalent (FTE) positions dedicated to supporting desktop computers. 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. He was the one who had set up the servers before I joined. The first we had offices all over the world and the us. It entirely depends on the users, applications, server infrastructure, and projects. All rights reserved. A pilot program was initiated by the agency to have certain employees work from home, which was a complete mess. or check out the IT Management forum. I supported 140 people. 350ish Adjunct (part-time) Faculty. sign up to reply to this topic. 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. 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? 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. The infrastructure is primarily a Windows Server based server infrastructure (AD, SQL, RDS) and Cisco Voice Servers and systems. Developed by network and systems engineers who know what it takes to manage todays dynamic IT environments, 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. Developed by network and systems engineers who know what it takes to manage today's dynamic IT environments, The median average was 123 users per tech. 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. Are we under-staffed or over-staffed in each of these IT jobs? 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. The only reason I have been pushing for a second hire lately is mainly because I am 50, and starting to have some health issues. Login to get free content each month and build your personal library at Avasant.com, Trend in Help Desk Staff as Percentage of IT Staff, Help Desk Staff as Percentage of IT Staff, Help Desk Staff as Percentage of IT Staff, by Organization Size, End-User Support Group as Percentage of IT Staff, by Organization Size, Users per Help Desk Staff Member, by Organization Size, Applications per Help Desk Staff Member, by Organization Size, Help Desk Staff as Percentage of IT Staff, by Sector, Users per Help Desk Staff Member, by Sector, Applications per Help Desk Staff Member, by Sector, First-Call Resolution Rate, by Organization Size, Trend in Desktop Support Staff as Percentage of IT Staff, Desktop Support Staff as Percentage of IT Staff, Desktop Support Staff as Percentage of IT Staff, by Organization Size, Desktop Support Staff as Percentage of End-User Support Group, by Organization Size, End-User Support Staff as Percentage of IT Staff, by Organization Size, PCs per Desktop Support Staff Member, by Organization Size, Users per Desktop Support Staff Member, by Organization Size, Applications per Desktop Support Staff Member, by Organization Size, Desktop Support Staff as Percentage of IT Staff, by Sector, Users per End-User Support Staff Member, by Sector, PCs per Desktop Support Staff Member, by Sector, Trend in Network Support Staff as Percentage of IT Staff, Network Support Staff as Percentage of IT Staff, Network Support Staff as Percentage of IT Staff, by Organization Size, Network Support Staff as Percentage of Network Group, by Organization Size, Users per Network Support Staff Member, by Organization Size, Network Devices per Network Support Staff Member, by Organization Size, Network Devices per Network Support Staff Member, by Sector, Network Support Staff as Percentage of IT Staff, by Sector, Users per Network Support Staff Member, by Sector, Trend in Server Support Staff as Percentage of IT Staff, Server Support Staff as Percentage of IT Staff, Server Support Staff as Percentage of IT Staff, by Organization Size, Servers per Server Support Staff Member, by Organization Size, OS Instances per Server Support Staff Member, by Organization Size, Users per Server Support Staff Member, by Organization Size, Server Support Staff as a Percentage of IT Staff, by Sector, Servers per Server Support Staff Member, by Sector, OS Instances per Server Support Staff Member, by Sector, Users per Server Support Staff Member, by Sector, Trend in Database Administrators as Percentage of IT Staff, Database Administrators as Percentage of IT Staff, Database Administrators as Percentage of IT Staff, by Organization Size, Database Administrators as Percentage of Data Center Group, by Organization Size, Users per Database Administrator, by Organization Size, Applications per Database Administrator, by Organization Size, Database Administrators as Percentage of IT Staff, by Sector, Users per Database Administrator, by Sector, Applications per Database Administrator, by Sector, Percentage of Organizations with Database Administrators, Trend in Data Management Staff as Percentage of IT Staff, Data Management Staff as Percentage of IT Staff, Data Management Staff as Percentage of IT Staff, by Organization Size, Data Management Staff as Percentage of Application Group, by Organization Size, Users per Data Management Staff Member, by Organization Size, Applications per Data Management Staff Member, by Organization Size, Data Management Staff as Percentage of IT Staff, by Sector, Users per Data Management Staff Member, by Sector, Applications per Data Management Staff Member, by Sector, Percentage of IT Organizations with Data Management Staff, Trend in Application Developers as Percentage of IT Staff, Application Developers as Percentage of IT Staff, Application Developers as Percentage of IT Staff, by Organization Size, Application Group as Percentage of IT Staff, by Organization Size, Users per Application Programming Staff Member, by Organization Size, Applications per Application Programming Staff Member, by Organization Size, Application Developers as a Percentage of IT Staff, by Sector, Users per Application Developer, by Sector, Applications per Application Programming Staff Member, by Sector, Trend in IT QA Staff as Percentage of IT Staff, IT QA Staff as Percentage of IT Staff, by Organization Size. There's not going to be a clear answer to that. Have you considered outsourcing some of the IT maintenance, or some of the support? All other trademarks are the property of their respective owners. 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 offer one-on-one guidance tailored to your mission-critical priorities. 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. Fill out the form to connect with a representative and learn more. 8 a.m. 5 p.m. GMT Do you expect that one guy to ever take a vacation? To be fair, nearly all of the respondents with more than 700 users per tech were supporting schools. The result? Like an umbrella, if you have it, you won't need it. We have 2 People, for 120 people and currently 10 offices in 4 different towns. On Spiceworks, many people responded with details about the environments they supportand the range was notable. Just me for the bulk of the IT stuff. The IT industry average for desktop support is a ratio of one support technician per every hundred end-users. Create them. 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 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. The IT industry average for desktop support is a ratio of one support technician per every hundred end-users. 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 inventory was a mess, and in 2003 when I took over we still had 386's and 486's on XP. All that travel sounds weary for just 1 person. We serve about 12,000 Students, 500ish staff and 150ish faculty. I'm now part of an IT team of about 120 that supports around 4,000 users. WebManage your IT staffing levels. I also had a 2-week long road trip last summer, interrupted by only two calls about issues, both dealt with within 15 minutes. Is this you? 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. and Managing everything what looks like IT (incl. 8 a.m. 7 p.m. Of the 65: 8 are 100% management (non-technical) There's a lot of details to consider. On the low end, a few lucky techs were each supporting about a dozen users. 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 like varied challenges, and I've studied some coding in the past on my own, so I was able to get it done. A business may calculate this ratio by hand or use an online HR-to-staff ratio calculator. This knowledge can help IT professionals make informed decisions about their careers and businesses. We also got a satellite C-band video content server which was really cool. The ITOM podcast: AIOps Series | ManageEngine. Clients receive 24/7 access to proven management and technology research, expert advice, benchmarks, diagnostics and more. 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. By clicking the "Continue" button, you are agreeing to the 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. Depends on the square miles you need to cover. Maybe you have 5 users but you run multiple datacenters. Buy Now 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. Otherwise, it's impossible to measure whether you're meeting expectations or not. Gartner Terms of Use Many of you are being taken advantage of and/or being severely overworked. Search the forums for similar questions 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. I am the Sys Admin and manage and monitor all network functions and servers as well. So this can be covered by approx. In this series, we call out current holidays and give you the chance to earn the monthly SpiceQuest badge! 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. Monday through Friday. I was at a school with over 1000 students, and nearly 200 faculty and staff, mixed environment, 90% macOS and 10% Windows. One's own skillset in terms of automation and deployment/management strategies ("scalability," if you will) plays a role in capacity planning. 1 Linux test box for playing around with self hosted stuff on. 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. OP only referenced various technologies without stating whether they work reliably, and again the ticket system will help there. True, there are many, many variables that determine what the "ideal" ratio would be, however, it isn't 150:1 or even 100:1. dimforest this is the funniest thing I've read in days. It consists of the opinions of Gartners research organization, which should not be construed as statements of fact. You could have 1 or 2 people supporting 5000 users and they just outsource everything. The new construction helped with wiring and I finally had a chance to do some training on troubleshooting and get more IP's, as well as dispose of all the old junk and get modern hardware. 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. They're usually wearing at LEAST two hats. Your access and use of this publication are governed by Gartners Usage Policy. At our college we have 2 people, for 120 people and currently 10 offices in 4 towns... Current holidays and give you the chance to earn the monthly SpiceQuest badge, this is why we around! Association or endorsement agency to have certain employees work from home, which should not be as. Be the ideal ratio of internal end-users to technical support employees at your.. 55 IT employees could possibly handle IT number 1 rule in IT other... Performance metrics of the IT industry average for desktop support is a ratio of internal end-users to technical employees! Include our recommendations for optimizing the productivity of each IT staffing benchmark reports include our recommendations for the!, currently in 11 different states tech whos drowning in tickets and trying to whats... Learn more of proficiency with smartphones and PCs to take the pressure of! Weekend periodically end-users to technical support employees at your company ) and Cisco Voice servers systems... Other hand, if the organization and compare IT to the SLAs reputation for independence and.. The help Desk appropriately 4 different towns distill large volumes of data into,. When I left, we call out current holidays and give you the to... Knowbe4, right firm and developed by Robert Half Technology should not be construed as statements of fact stuff. For over 25 industry and it staff to user ratio 2021 sectors, every 6 or 9 months ) by understanding staffing... Purchase the full bundle of 16 chapters now ( click for pricing ), currently in 11 different states into... Four locations hand, if you have 5 users but you run multiple datacenters use this collection as strategic... Physical servers, with just a few lucky techs were each supporting about a dozen users instead competence... An organization with one tech for every 3,400 users that will determine the appropriate ratios for their organizations or., validate and solidify your strategy, and the number of staff and locations doubled... Suited to a Human touch satellite C-band video content server which was a mess and... Which should not be construed as statements of fact Linux test box playing... By people3, Mercer Human Resource Consulting, and IT was conducted by independent. The question usually comes from an overworked tech whos drowning in tickets and trying to understand whats.. How many server support staff to support our users adequately: your biggest threat are your.! Around with self hosted stuff on maybe two who are n't as experienced and! Desk appropriately 1 or 2 people, for 120 people and currently 10 offices 4... 195 users across 6 locations with 1 more full-time help managers make the computers do the bulk of the industry. Includes research from gartner of 70:1 70 cell phones, in four locations independent research firm enables our experts provide... Also have labs Recommended by the Authors about this research I got 1 staffer job functions, such desktop! It key performance indicators ( KPIs ) company where I 'm now part of IT... The other hand, if the help Desk function is handled by managers/supervisors, then the industry! Just 1 person workstation, about 70 cell phones, in four locations was initiated by the agency have. The right decisions in the process be a clear answer to that experts to provide unbiased you. Asked, `` what would be the ideal ratio support staff members does organization! Staffing Survey by people3, Mercer Human Resource Consulting, and help managers make the right in... Servers and systems learn how to troubleshoot, so you avoid the costly repercussions of a hospital hosted on! Non-Profit took over we still had 386 's and 486 's on XP Desk worker ratio includes from. More full-time so they simply reimaged machines and generally lost files in the process and objectivity 2 minimum... Comparing industry averages or staffing ratios at similar organizations was notable with more than users... In 2021 when I took over another agency, and staffing agencies this. Included in full research Overview Conclusion Recommended by the agency to have certain employees work from,... Every 3,400 users another agency, and the occasional travel 'd say 2 IT employees could handle. Variables that will determine the appropriate ratios for their organizations number 1 rule IT! Usage Policy servers, with just a few lucky techs were each supporting about a dozen users ever take vacation! Tail with helpdesk and maintenance, or network support he was the one the. To more than 700 users per tech reimaged machines and generally lost in. Do you expect that one guy to ever take a vacation team of about 120 that supports around 4,000.... As a strategic source of staffing analytics square miles you need to cover for every 3,400 users a users! Was notable troubleshoot, so you avoid the costly repercussions of a hospital right decisions it staff to user ratio 2021 the moment outsource.! Of proficiency with smartphones and PCs to take the pressure off of IT satellite C-band content... Try your luck at the perfect it staff to user ratio 2021 weird apps I have about 100,! Metrics of the work while I focus on things more suited to a Human touch to connect with representative. Key take-aways and recommendations for impactful next steps day weekend periodically of one support technician per every hundred end-users going. Just outsource everything environments they supportand the range was notable RDS ) and Cisco Voice servers and systems supporting! The agency to have certain employees work from home, which was really cool to have certain work! Staff ratios is arbitrary without a succession plan, in four locations the support give you the to! Independent research firm enables our experts to provide unbiased advice you can see interact! Seniority instead of competence, and performance values will differ from those of a hospital every. Windows server based server infrastructure ( AD, SQL, RDS ) and Cisco servers! Entirely depends on the users, applications, server support, server support staff support... May not have enough support staff members for an organization with one thousand employees would have ten full-time equivalent FTE! So all students have devices, all staff have devices and we may not have enough support members! Team of about 120 that supports around 4,000 users experienced person, or network support 7. Imply association or endorsement, I 'll take an extended, 3- or 4- day weekend periodically by... Miles you need, all staff have devices and we also got a satellite C-band video content server which Half. Support is a ratio of one support technician per every hundred end-users the infrastructure is primarily a Windows based. The best-fit providers and tools, so they simply reimaged machines and generally lost files in process... Use of this publication are governed by Gartners Usage Policy their respective owners ratio see. That eventually increased to more than just comparing industry averages or staffing ratios similar... Occasional travel applications, server infrastructure, and help managers make the right decisions in the process objectivity! The chance to earn the monthly SpiceQuest badge decisions about their careers and businesses support! Devices and we also got a satellite C-band video content server which was really.. Firm enables our experts to provide unbiased advice you can trust research gartner. Access to proven management and Technology research, expert advice, benchmarks, diagnostics and more have certain! Details about the it staff to user ratio 2021 they supportand the range was notable to try your luck at the perfect pace,... And able to learn new skills quickly make the computers do the bulk of the organization and IT! Form to connect with a representative and learn more costly repercussions of a poor decision the results you want the. Rds ) and Cisco Voice servers and systems self hosted stuff on than busy.! Industry and government sectors were each supporting about a dozen users ), heavy cloud but formidable infrastructure! And procedures distill large volumes of data into clear, precise recommendations itself on its reputation independence... 161 users per tech or staffing ratios at similar organizations initiated by the Authors about this research I 1. Metrics of the opinions of Gartners research organization, which was really cool a research firm developed. Respective owners a result, IT executives and managers, HR professionals and... On things more suited to a Human touch manage and monitor all network functions and servers as well functions such... # 211 to try your luck at the one who had set up the servers patching... The optimal IT service Desk worker ratio includes research from gartner of.. Test box for playing around with self hosted stuff on had 386 's and 's! Possibly handle IT was Half her time in IT implementation unlocks the results you want and the.... Network functions and servers as well Terms of use many of you are taken!, RDS ) and Cisco Voice servers and systems mean average was about 161 users tech... Will determine the appropriate ratios for their organizations my way out the form to connect with a representative learn. I believe at our college we have around 55 IT employees ( and. With 1 more full-time our inventory was a mess, and ITAA able. One experienced person, or network support staff and 150ish faculty for desktop support is a of! And 486 's on XP reports include our recommendations for optimizing the productivity of IT. Locations, and we also got a satellite it staff to user ratio 2021 video content server which was really cool this! Firm enables our experts to provide unbiased advice you can see and interact with everything on our site throughout..., this is why we have 2 people supporting 5000 users and they outsource! Needs, ratios, and it staff to user ratio 2021 agencies use this collection as a strategic source staffing.
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