Flashback: March 1, 2008: Netscape Discontinued (Read more HERE.) Name and email are required, but don't worry, we won't publish your email address. Determining the optimal IT service desk staffing levels involves more than just comparing industry averages or staffing ratios at similar organizations. Do you expect that one guy to ever take a vacation? How much IT staff do you need: Lessons for leaders. It's not realistic and ignores pretty much everything about the environment and any other variable. Bonus Flashback: March 1, 1966: First Spacecraft to Land/Crash On Another Planet (Read more HERE.) I am currently a one man IT department for 140 users in 4 locations. federal law, minimum wage, pay rates, state law, wage law compliance, absence management, Employee scheduling software, predictive scheduling, shift bid, shift swapping, labor costs, overtime, scheduling, time tracking, work hours. Monitoring and management of provisioned mobile devices should be kept in-house. We did backend, all the networking, core switches, end switches, macOS servers, wireless network, Windows servers, VMware, SIS, VOIP etc it was a lot. These include: There are a few different ways to calculate IT staffing ratios. AvaMark, RadarView, AvaSense and Global Equations. We were 4, now they are 3 since I left, and soon to be 2 when a colleague moves into SIS. 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. We're post refresh, so break/fix calls are few and quickly handled. 350ish Adjunct (part-time) Faculty. Gartner prides itself on its reputation for independence and objectivity. Evaluate your IT key performance indicators (KPIs). Honestly, I don't know. By clicking the "Continue" button, you are agreeing to the This publication may not be reproduced or distributed in any form without Gartners prior written permission. As I started his role was reduced more and more. We had a survey of our set up done, the consultant said we were 1.5 to 2 people short, that was many years ago. Shreya Futela, The problem with "Small Business IT" is that you have varying levels of user knowledge and some kind of 'budget' that you would have to adhere to. Welcome to another SpiceQuest! We have several teams that specialize in their sectors, with approximately 50 IT employees. Check out how other businesses found success using Workforce.com. we were a Distributor so lots of EDI and the such. If you are all chasing your own tail with helpdesk and maintenance, you are shorthanded. 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. How many server support staff members does an organization need today? For this reason, I like to have at least 4 IT staff per 1 non-IT staff. I have seen recommendations of 1/50 users but have rarely seen staffing that full anywhere. One way to measure the adaptability of IT staff is to look at server support staffing ratios. 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. I have around 120 staff but, I cant imagine what other 4 IT personnel would do. On call? I do have a couple of 2008 and 2012 servers lying about, but my hope is that they die when the old ERP system sunsets. Phones, ATMs, etc) in 12 countries. 8 a.m. 5 p.m. GMT That eventually increased to more than 500 users at 21 locations with 1 more full-time. jsbacContactjsbacContact There is 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. Standard Windows environment. Shaivya Kaushal. 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. Connect directly with peers to discuss common issues and initiatives and accelerate, validate and solidify your strategy. Infrastructure and operations leaders should analyze a wide range of variables that will determine the appropriate ratios for their organizations. Users should have a certain level of proficiency with smartphones and PCs to take the pressure off of IT. Privacy Policy. 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. and staffing metrics for over 25 industry and government sectors. Gartner Terms of Use 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. Create them. The mean response was 82:1. As Developer is it necessary t have a management skills ? Because of the importance of this job function, it is not surprising that IT staffing ratios for DBAs are closely watched by IT managers. Has it changed over time as youve brought on new clients or systems? Ryan LaFlamme is Auvik's Senior Content Manager. at the end in 2021 when I left, we had 195 users across 6 locations with 6 IT staff. It depends on how bad is your infrastructure: Once I switched from LAN cables to WIFI, tickets went down by 40%, once I replaced old switches with gigabit (trunk 2Gb) tickets went down by 5%, and once I replaced Outlook 2010 with 2016 tickets went down by 20%, once I replaced Dynamics 5 with SaaS CRM, tickets went down by 20%, once I migrated exchange to O365 tickets went down by 5%. Hi Chris. remote offices were no more than 5-7 people. As organizations modernize their digital workplace, IT cost management will become increasingly important. 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. Its research is produced independently by its research organization without input or influence from any third party. 8 a.m. 5 p.m. GMT IMO, It's manageable by one experienced person, or maybe two who aren't as experienced. 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. It depends on the complexity of the IT and how often users have faults vs pro-active maintenance. Privacy Policy. 2019 SolarWinds Worldwide, LLC. Every IT function needs redundancy, that includes staff. IT QA Staff as Percentage of Application Group, by Organization Size. Our independence as a research firm enables our experts to provide unbiased advice you can trust. The mode average was 150 users per tech. Included in Full Research Overview Conclusion Recommended by the Authors About This Research One way is to look at the number of IT staff members related to the number of users they support. 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. 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. This metric tells us how many IT staff members are needed to support a certain number of servers. 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. So I don't mind the employee to IT ratio. Is it valid to think that one person can handle all of the infrastructure, given the size and different technologies? What happened if you would say no? We also had an MSP that maintained our servers regarding uptime and routine maintenance. CIOs, IT executives and managers, HR professionals, and staffing agencies use this collection as a strategic source of staffing analytics. 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. at the end in 2021 when I left, we had 195 users across 6 locations with 6 IT staff. A low data management staffing ratio indicates that a company has fewer data and may be able to get by with fewer IT staff members. As much as I supported the mission and good work of the agency, I couldn't say no to a 25% pay increase and less responsibility at my current employer. Some essential tasks are best done by internal IT staff, even when other tasks are outsourced. by John Sheesley in CXO. @solarwinds is in THE house at #PINK23. Checks email: 3 x day Project Managers as Percentage of Application Group, by Organization Size. Leverage the definitive source of IT spending ratios on October 1, 2008, 5:22 AM PDT. on October 1, 2008, 5:22 AM PDT. In addition to the 165 federal employees we also supported 125 county employees with varying levels of support from the state and counties as well as varying configurations. With most of the employees working from home and about 70 on one site and 40 on another, all sites has their on IT Staff+help. 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. Over 30 IT head count ratios are provided for benchmarking IT staff counts, measuring IT worker productivity, and achieving efficiency within the IT department. All rights reserved. I am the Sys Admin and manage and monitor all network functions and servers as well. I'm supporting 30 users, 7 sites, over 100 wifi aps, over 300 cameras, plus anything that turns on and goes "beep". All rights reserved. 153 users, 171 laptops/desktops, 180 mobile devices. Deciding the proper user/IT support ratio. Literally, this is the place with the fewest weird apps I have ever worked. 2021 IT Organization, Staffing, and Financing This module contains questions about central IT organization, staffing, and financing. In conclusion, IT staffing ratios can be a useful metric for IT professionals to benchmark their performance and measure their effectiveness. This staffing model assumes that each employee has their own computer and that the majority of support requests are for desktop computers. I was eventually able to support all 140 people. 1 low level Help desk guy, 2 in the middle can do both help desk and help out with server and networking things. With plans to pursue a career in public relations, Lizs career quickly took. 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 company I work for , we have 1 to 60 ratio which includes helpdesk, developers, infrastructure, could , networking , security and DC teams. WebManage your IT staffing levels. When things were just about where we wanted them, the two new hires jumped ship for greener pastures. To be fair, nearly all of the respondents with more than 700 users per tech were supporting schools. 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. 1 Linux test box for playing around with self hosted stuff on. All rights reserved. Do you have an abundance of candidates? 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. 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