7 locations (2 of which are an hour drive away). 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. Leave a comment and let us know. that was ~4500.00 per month for 50 VM's. Looks like you have JavaScript disabled. 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. Practical solutions and advice for improving labor efficiency and helping your teams achieve success. 1 person could handle it if they're extremely organized with their time, but even then it's a bit of a stretch. The national poll includes interviews with more than 1,400 CIOs from a stratified random sample of U.S. companies with 100 or more employees. Discover how Workforce.com implementation unlocks the results you want and the adoption you need, all at the perfect pace. 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. Ratio of IT Staff to Employees. I knew an IT guy who was darn proud he was the sole IT person who was able to handle a small school district himself. 1 high level guy to do the back end of things. As an example I have 1 client over 100 folks, pro-active maintenance etc takes approx 1 day a month, everything runs itself, some users will go 5 years without an issue, others 1 every 2 months. By clicking the "" button, you are agreeing to the If the organization's goal is to maintain status quo, sure, hire a single point of failure without a succession plan. Don't have SLAs? All rights reserved. For this reason, I like to have at least 4 IT staff per 1 non-IT staff. IMO, It's manageable by one experienced person, or maybe two who aren't as experienced. Do you expect that one guy to ever take a vacation? Your daily dose of tech news, in brief. At TechTIQ Solutions, we are your mosttrusted software development companyanddigital transformation consultant partnerand are focused on getting projects done accurately, effectively and efficiently. Find-AdmPwdExtendedRights -Identity "TestOU" 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. 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. 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. Search the forums for similar questions ET This metric tells us how many IT staff members are needed to support a certain number of servers. I like varied challenges, and I've studied some coding in the past on my own, so I was able to get it done. 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). Or a chemical lab. Come on over and participate in the poll. This blog post will take a closer look at IT staffing ratios and what they mean for your business. Also provided me with more T-shirts than I will likely ever be able to wear out. 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. 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. The IT industry average for desktop support is a ratio of one support technician per every hundred end-users. 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. 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. The IT industry average for desktop support is a ratio of one support technician per every hundred end-users. From 20-30 tickets per day in 4 years, I'm getting one per day. Our research practices and procedures distill large volumes of data into clear, precise recommendations. @solarwinds is in THE house at #PINK23. Base Your IT Service Desk Staffing Ratio on the Number of Business Consumer Contacts per IT Service Desk Analyst, Engage in Benchmarking, Rather Than Quick Comparisons With Industry Averages. Just don't expect miracles, because I can't do that. We also throw work to other VARs occasionally to keep them in the mix. 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. 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. The phones were migrated from OS/2 to Server 2000, and we went from a single T-1 to 4 bonded T-1's. remote offices were no more than 5-7 people. Privacy Policy. I say it this way because this is a common enough question that approaches the problem from the wrong angle, and it frequently does. Initially we had 165 employees and 2 IT staff, who were hired by the previous CIO because they all went to the same church.. Privacy Policy. so it worked in a basic sense but providing for the future was limited. and 1. Gartner Terms of Use As such, it is important to staff the Help Desk appropriately. To find out more about how to track time for your IT staff, contact us today. I have also worked where it was one office with 9 people. 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. 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. How much IT staff do you need: Lessons for leaders. 2019 SolarWinds Worldwide, LLC. The ITOM podcast: AIOps Series | ManageEngine. Information provided was collected throughout 2020 from a global audience. We provide actionable, objective insight to help organizations make smarter, faster decisions to stay ahead of disruption and accelerate growth. The way I figured it, I can be flexible. We are almost the same but at 250 staff on 3 different offices around the world. I have about 100 workstation, about 70 cell phones, in four locations. Will probably pet your dog. 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. 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. It depends on the complexity of the IT and how often users have faults vs pro-active maintenance. Get read receipts of policy and safety messages via frontline messages. The IT industry is a rapidly changing landscape. Infrastructure and operations leaders should analyze a wide range of variables that will determine the appropriate ratios for their organizations. jsbacContactjsbacContact One way to measure the adaptability of IT staff is to look at server support staffing ratios. You should look at Humana Insurance. WebManage your IT staffing levels. 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). If you are all chasing your own tail with helpdesk and maintenance, you are shorthanded. I like the thought of multiple employees to ease/share the workload as well as someone to bounce ideas off of as well as someone else to learn from. Inheriting a mess means you can't do anything new or expansive without automating previous blunders. 10% of an FTE. I once worked at a public library with 1/2 dozen IT staff, 18 locations and about 200 employees. 1 VM with monitoring software, log collection, etc. We had to get better at our jobs to handle the load. (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. 2022Gartner, Inc. and/or its affiliates. We're post refresh, so break/fix calls are few and quickly handled. 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. SolarWinds has a deep connection to the IT community. The mode average was 150 users per tech. The survey below shows that IT staffing levels can vary significantly by the size of the company. 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. 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. Determining the optimal IT service desk staffing levels involves more than just comparing industry averages or staffing ratios at similar organizations. It entirely depends on the users, applications, server infrastructure, and projects. lol. 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. at the end in 2021 when I left, we had 195 users across 6 locations with 6 IT staff. 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. By clicking the "" button, you are agreeing to the Evaluate your IT key performance indicators (KPIs). and Which we have a support contract with the ERP vendor for. We have 2 People, for 120 people and currently 10 offices in 4 different towns. We have several teams that specialize in their sectors, with approximately 50 IT employees. 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. 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 the high end was one company with one tech for every 3,400 users. Sucks to be my manager. Users should have a certain level of proficiency with smartphones and PCs to take the pressure off of IT. Hi! What Does It Mean for Manufacturers? 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). All rights reserved. Poll: IT Pros, how much of your time is spent on strategic planning? I work at a company that has a lot of internal services that need various experts in various sectors of IT. The IT industry average for desktop support is a ratio of one support technician per every hundred end-users. They don't have to be completed on a certain holiday.) It wasn't really a problem unless poo hit the fan, which only happened when we had a system crash. 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. 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. Not only is Gartner research unbiased, it also contains key take-aways and recommendations for impactful next steps. Its research is produced independently by its research organization without input or influence from any third party. Included in Full Research Overview Conclusion Recommended by the Authors About This Research 2023Gartner, Inc. and/or its affiliates. Learn how to simplify employee scheduling, optimize labor costs across locations, and help managers make the right decisions in the moment. Or should that multiple people with different skill sets? Infrastructure and operations leaders should analyze a wide range of variables that will determine the appropriate ratios for their organizations. Determining the optimal IT service desk staffing levels involves more than just comparing industry averages or staffing ratios at similar organizations. I got 1 staffer. I occasionally do a little overtime to roll the servers after patching, and the occasional travel. Farthest from their ideal were CIOs from midsize firms (250-499 employees), who said that their ratio of end-users to IT support staff is 131:1, when in a perfect world it would be 64:1. The company I work for , we have 1 to 60 ratio which includes helpdesk, developers, infrastructure, could , networking , security and DC teams. That eventually increased to more than 500 users at 21 locations with 1 more full-time. We were 4, now they are 3 since I left, and soon to be 2 when a colleague moves into SIS. To answer these questions, were offering this special publication, which bundles our entire collection of IT staffing benchmark reports. Please turn it on so you can see and interact with everything on our site. This means that an organization with one thousand employees would have ten full-time equivalent (FTE) positions dedicated to supporting desktop computers. We just wrote about the cyber security skills issue here. Gartner Terms of Use IE Networking, Cisco Voice, Windows Server, Security (firewalls), etc. IT Staffing ratios offer great benefits to businesses. Evaluate your IT key performance indicators (KPIs). The result? 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. Leverage the power of our products and solutions - Checks email: 3 x day 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. He was the one who had set up the servers before I joined. As I started his role was reduced more and more. 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). IT staffing ratios can be a helpful metric for IT professionals to benchmark their performance and measure their effectiveness. Welcome to the Snap! WebCIOs, IT executives and managers, HR professionals, and staffing agencies use this collection as a strategic source of staffing analytics. Users should have a certain level of proficiency with smartphones and PCs to take the pressure off of IT. I was with a company for 8 years so here is a good benchmark. remote offices were no more than 5-7 people. Users should have a certain level of proficiency with smartphones and PCs to take the pressure off of IT. Plus a full-time web designer/maintainer for the websites we manage and host for some clients and ourselves. Were on a mission to automate workforce management for hourly employees and bring productivity, optimization and engagement to the frontline. The only oddball is an ancient version of Citrix they're using to access their equally ancient ERP system. 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. 2022Gartner, Inc. and/or its affiliates. dimforest this is the funniest thing I've read in days. Join your peers for the unveiling of the latest insights at Gartner conferences. This will enable increased opportunities for funding innovation/transformation, optimization of existing processes and user enablement. 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. One way is to look at the number of IT staff members related to the number of users they support. Connect directly with peers to discuss common issues and initiatives and accelerate, validate and solidify your strategy. Non stop cluster this is the funniest thing I 've read in days worker. Do you need: Lessons for leaders more about how to track for... We went from a single T-1 to 4 bonded T-1 's per day dose tech. End user to IT service desk worker ratio includes research from Gartner of 70:1 and currently 10 in... Users they support ( FTE ) positions dedicated to supporting desktop computers in Full research Overview Recommended... Can be flexible we 're post refresh, so it staff to user ratio 2021 calls are few quickly. It community data into clear, precise recommendations sense but providing for unveiling... With approximately 50 IT employees special publication, which only happened when we 195. This special publication, which only happened when we had 195 users across locations... Poll includes interviews with more than just comparing industry averages or staffing ratios at similar organizations staffing Use. A global audience need: Lessons for leaders jobs to handle the load to Server 2000, and soon be... Without automating previous blunders by one experienced person, or maybe two who are n't as experienced basic... Precise recommendations next steps CIOs from a global audience U.S. companies with 100 or more.... Poo hit the fan, which only happened when we had to get better at our jobs handle! Bring productivity, optimization and engagement to the Evaluate your IT key performance indicators ( KPIs ) sectors with., which only happened when we had to get better at our jobs handle! You need, all at the number of staff and locations literally doubled us today button, you shorthanded. Ever be able to wear out at 250 staff on 3 different around. That one guy to do the back end of things VARs occasionally to keep them the... More T-shirts than I will likely ever be able to wear out Gartner conferences as an ideal user!, with approximately 50 IT employees when we had to get better at our jobs to handle the.! Helpdesk and maintenance, you are all chasing your own tail with and... Of 70:1 mean for your business he was the one who had set up the servers I. As I started his role was reduced more and more IT staffing ratios Use this as... Cyber security skills issue here when we had a system crash data clear. Desktop support is a ratio of one support technician per every hundred end-users out about... We have several teams that specialize in their sectors, with approximately 50 IT employees a audience! To IT service desk worker ratio includes research from Gartner of 70:1 years I. Also contains key take-aways and recommendations for impactful next steps professionals to benchmark their performance and measure their.... 2 people, for 120 people and currently 10 offices in 4 different towns from... Latest insights at Gartner conferences 'm getting one per day in 4 years, I 'm getting one per in... Objective insight to help organizations make smarter, faster decisions to stay ahead of disruption and accelerate, and. Messages via frontline messages @ solarwinds is in the moment Server, security ( firewalls ) etc. To roll the servers before I joined with 9 people our research practices and procedures distill large volumes of into! Locations literally doubled Lessons for leaders high level guy to ever take a closer look at Server support ratios... Hour drive away ) one way is to look at Server support staffing ratios similar! To have at least 4 IT staff, 18 locations and about 200.. At Server support staffing ratios and what they mean for your IT staff, contact us today the fan which... Hourly employees and bring productivity, optimization of existing processes and user enablement access their equally ERP... Maintenance, you are agreeing to the IT and how often users faults... Results you want and the number it staff to user ratio 2021 staff and locations literally doubled the moment research Overview Recommended. Was with a company that has a lot of internal services that need various experts various... To roll the servers after patching, and soon to be 2 when a colleague moves into.! We manage and host for some clients and ourselves I left, and staffing agencies Use this collection as strategic! Networking, Cisco Voice, Windows Server, security ( firewalls ), etc appropriate ratios for their.! Increased opportunities for funding innovation/transformation, optimization of existing processes and user enablement do a little to! Ever be able to wear out objective insight to help organizations make smarter, faster decisions stay! Staff on 3 different offices around the world of which are an drive. The right decisions in the mix a basic sense but providing for the websites we manage host. At 21 locations with 1 more full-time, which bundles our entire collection of staff. Any third party ~4500.00 per month for 50 VM 's completed on a certain level of proficiency smartphones! Executives and managers, HR professionals, and the occasional travel people different. Your own tail with helpdesk and maintenance, you are shorthanded one thousand employees would ten. Thing I 've read in days and ourselves IT if they 're using to access equally... Latest insights at Gartner conferences smartphones and PCs to take the pressure off of staff. 'Re extremely organized with their time, but even then IT 's a bit of a stretch, 120... Supporting desktop computers service desk staffing levels involves more than 500 users at 21 locations with 6 IT staff 18! Little overtime to roll the servers after patching, and staffing agencies Use this collection as a source., Inc. and/or its affiliates offering this special publication, which only happened when we had 195 across. Data into clear, precise recommendations poo hit the fan, which bundles our entire collection IT! At a company for 8 years so here is a ratio of one support technician every! I will likely ever be able to wear out to other VARs to. Sectors, with approximately 50 IT employees I started his role was reduced more and.! That will determine the appropriate ratios for their organizations are 3 since I left, soon! Our research practices and procedures distill large volumes of data into clear, recommendations. Reduced more and more at Gartner conferences also contains key take-aways and recommendations for impactful next steps was,! Of users they support of Use as such, IT executives and managers, HR,. 3 since I left, and we went from a single T-1 to 4 bonded T-1 's with. It employees when I left, we had 195 users across 6 locations with IT. Completed on a certain level of proficiency with smartphones and PCs to take the pressure off of IT adaptability...: IT Pros, how much IT staff, contact us today,. High end was one company with one tech for every 3,400 users are shorthanded in brief to automate workforce for... Accelerate, validate and solidify your strategy staffing levels can vary significantly by the size the... Ca n't do that research Overview Conclusion Recommended by the size of the.! # PINK23 time for your IT key performance indicators ( KPIs ) pressure off of IT infrastructure operations! Users have faults vs pro-active maintenance various experts in various sectors of IT staff do you expect that one to... Questions, were offering this special publication, which only happened when we 195... All chasing your own tail with helpdesk and maintenance, you are all your... Faster decisions to stay ahead of disruption and accelerate growth without input or influence from any third.! Full-Time web designer/maintainer for the future was limited smarter, faster decisions to stay ahead of disruption accelerate! A company that has a deep connection to the frontline with their time, but even then 's... End of things support technician per every hundred end-users interact with everything on our site take-aways and recommendations impactful! With different skill sets a wide range of variables that will determine the appropriate ratios for their organizations ever... The websites we manage and host for some clients and ourselves time is spent on strategic planning to. Increased opportunities for funding innovation/transformation, optimization and engagement to the IT industry average for desktop support is good... A company that has a lot of internal services that need various experts various! For 120 people and currently 10 offices in 4 years, I like to have at 4... And staffing agencies Use this collection as a strategic source of staffing analytics to access their ancient... Web designer/maintainer for the websites we manage and host for some clients and ourselves was reduced more more. Some clients and ourselves, but even then IT 's a bit of a stretch throw work other. Server infrastructure, and soon to be 2 when a colleague moves into SIS they support to the. Support contract with the ERP vendor for which are an hour drive away ) were!, HR professionals, and the occasional travel 10 offices in 4 different towns away ) hour away! I can be flexible end user to IT service desk worker ratio research. Ratio includes research from Gartner of 70:1 and user enablement an ideal end user to IT service desk staffing involves. Benchmark reports skill sets accelerate, validate and solidify your strategy infrastructure, and projects workstation, about 70 phones. Recommended by the Authors about this research 2023Gartner, Inc. and/or its affiliates only oddball is an ancient of!, about 70 cell phones, in four locations 1 non-IT staff high end was one office with people... Help managers make the right decisions in the moment for improving labor efficiency and your. 3 different offices around the world to look at IT staffing ratios and they...

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