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. There is Gartner Terms of Use And over 200 student employees. Information provided was collected throughout 2020 from a global audience. Gartner prides itself on its reputation for independence and objectivity. How much IT staff do you need: Lessons for leaders. I handle all help desk calls. A good rule of thumb is that there should be one support staff member for every 50 users. Included in Full Research Overview Conclusion Recommended by the Authors About This Research It's not realistic and ignores pretty much everything about the environment and any other variable. When I go to run the command: Read the best practices on how to run your workforce. 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). there were things we wanted to do but there really wasn't time. And the mean average was about 161 users per tech. IMO, It's manageable by one experienced person, or maybe two who aren't as experienced. 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. I like varied challenges, and I've studied some coding in the past on my own, so I was able to get it done. This publication may not be reproduced or distributed in any form without Gartners prior written permission. If certain things require more attention you need more staff. Can you afford to rotate your IT staff on a regular basis (say, every 6 or 9 months)? Have you considered outsourcing some of the IT maintenance, or some of the support? Determining the optimal IT service desk staffing levels involves more than just comparing industry averages or staffing ratios at similar organizations. We have 5 people for approximately 12k devices and 1500 users. Like many IT professionals, Lizs entry into the tech industry was unconventional. Streams Netflix: 5 hrs day This metric can be used to measure the amount of data that a company has in relation to the number of IT staff members that they have. Not enough to a s**t load about sums up every job I've ever been at. 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. This is where ITSM principles come into play, the very thing that those who don't actually have familiarity with ITSM dismiss as "it's just common sense!". As I started his role was reduced more and more. 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). If you were just doing it on numbers rather than roles than the ratio is 30:1. Privacy Policy. Gartner clients canlog into access the full library. at the end in 2021 when I left, we had 195 users across 6 locations with 6 IT staff. 153 users, 171 laptops/desktops, 180 mobile devices. Gartner Terms of Use As such, it is important to staff the Help Desk appropriately. Buy Now I say it this way because this is a common enough question that approaches the problem from the wrong angle, and it frequently does. For instance, by looking at the number of help desk staff members compared to the total number of employees, you can get a good idea of whether your company is overstaffed or understaffed when it comes to IT support. Ryan has worked as an advertising and marketing professional for over 12 years, working with leading global brands in Canada and internationally. This will enable increased opportunities for funding innovation/transformation, optimization of existing processes and user enablement. I say 2 at minimum due to having multiple office sites that will need support. All Rights Reserved. I have about 100 workstation, about 70 cell phones, in four locations. Will probably pet your dog. 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. Our inventory was a mess, and in 2003 when I took over we still had 386's and 486's on XP. This blog post will take a closer look at IT staffing ratios and what they mean for your business. 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. I figured we could do 1 or 2 major projects in a year. dimforest this is the funniest thing I've read in days. Maybe you have 5 users but you run multiple datacenters. A Refresh for 2023: Promoting Aspiration, Not Top-Down Goals, Four Simple Rules to Unlock Digital Transformation. is one of the most important functions in any organization. Legal Documents 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. I wonder what your team's daily tasks would be? We offer one-on-one guidance tailored to your mission-critical priorities. Expert advice on making the best decisions for your company. 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. 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. 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. 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. 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"). All other trademarks are the property of their respective owners. Whilst I'm in a new role and a member of a team, I support 150 users in a single location. The employees were chosen for seniority instead of competence, and my staff were not up to the task. Discover how Workforce.com implementation unlocks the results you want and the adoption you need, all at the perfect pace. Do you expect that one guy to ever take a vacation? 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. That alone may warrant a second person. Sopiler Alert I was the sole IT person at all 3. 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. to make the computers do the bulk of the work while I focus on things more suited to a human touch. The first we had offices all over the world and the us. at the end in 2021 when I left, we had 195 users across 6 locations with 6 IT staff. 2019 SolarWinds Worldwide, LLC. Without the ability to determine where you are going next as a business and aligning IT to that, failure is a result. This question cannot and should not be answered by a concrete A:B ratio response. 8 a.m. 5 p.m. GMT Gartner clients canlog into access the full library. With plans to pursue a career in public relations, Lizs career quickly took. Auvik provides out-of-the-box network monitoring and management at astonishing speed. Option B. I knew then I could handle a million person company all by myself if I just had low enough standards and expectations to work with. Some of these responses make me really sad. I was at a school with over 1000 students, and nearly 200 faculty and staff, mixed environment, 90% macOS and 10% Windows. Your access and use of this publication are governed by Gartners Usage Policy. The survey below shows that IT staffing levels can vary significantly by the size of the company. 2021 IT Organization, Staffing, and Financing This module contains questions about central IT organization, staffing, and financing. Hi Chris. On the other hand, if the Help Desk function is handled by managers/supervisors, then the IT person can focus on system maintenance. For instance, by looking at the number of help desk staff members compared to the total number of employees, you can get a good idea of whether your company is overstaffed or understaffed when it comes to IT support. Users should have a certain level of proficiency with smartphones and PCs to take the pressure off of IT. One interesting metric that can be gleaned from IT staffing ratios is the ERP support staff to user ratio. To be fair, nearly all of the respondents with more than 700 users per tech were supporting schools. I have also worked where it was one office with 9 people. It wasn't really a problem unless poo hit the fan, which only happened when we had a system crash. 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. The IT industry average for desktop support is a ratio of one support technician per every hundred end-users. 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). To be fair, nearly all of the respondents with more than 700 users per tech were supporting schools. 10% of an FTE. On the low end, a few lucky techs were each supporting about a dozen users. We serve about 12,000 Students, 500ish staff and 150ish faculty. 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. Not only is Gartner research unbiased, it also contains key take-aways and recommendations for impactful next steps. 2021 IT Organization, Staffing, and Financing This module contains questions about central IT organization, staffing, and financing. 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. LAN management for 5 sites, ca 140 users - a total of around 250 employees. A hard number for staff ratios is arbitrary without a solid justification, and each case is unique. The Corporate Campus in Louisville KY. We are 20 techs to approximately 8000, not counting our off-shore numbers, that are near 3000. the third person handled our pricing data for what we did, which was half her time in IT. This is why we have things like KnowBe4, right? and We just wrote about the cyber security skills issue here. My Situation was similar in size though a bit bigger. By clicking the "" button, you are agreeing to the Dive into our sandbox to demo Auvik on your own right now. 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. Or a chemical lab. Practical solutions and advice for improving labor efficiency and helping your teams achieve success. Leave a comment and let us know. 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. Survey results also indicated that CIOs from the largest companies (greater than 1,000 employees) were closest to their ideal level of technical support, with a ratio of end-users to IT staff of 118:1 versus an ideal of 82:1. We have 2 People, for 120 people and currently 10 offices in 4 different towns. Work in education and we have around 2,500 staff and 15,000 students. Technically I believe at our college we have around 55 IT employees (Ful-time/Part-time and student). 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. by John Sheesley in CXO. 1 VM with monitoring software, log collection, etc. on October 1, 2008, 5:22 AM PDT. Over 30 IT head count ratios are provided for benchmarking IT staff counts, measuring IT worker productivity, and achieving efficiency within the IT department. and You should look at Humana Insurance. (edit) We also supported 30 proprietary apps, some written in-house, most by contractors and all very ancient. Your daily dose of tech news, in brief. 2023 Workforce.com. 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. Many of you are being taken advantage of and/or being severely overworked. 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. Its research is produced independently by its research organization without input or influence from any third party. Or should that multiple people with different skill sets? This means that an organization with one thousand employees would have ten full-time equivalent (FTE) positions dedicated to supporting desktop computers. Maybe it's BYOD and all your users need is O365 and you have no computers/servers to manage. Managing everything what looks like IT (incl. We work with you to select the best-fit providers and tools, so you avoid the costly repercussions of a poor decision. FTC Proposes Banning Noncompete Clauses. We offer one-on-one guidance tailored to your mission-critical priorities. 70% of users in HQ. The IT industry is a rapidly changing landscape. IT staffing ratios can be a helpful metric for IT professionals to benchmark their performance and measure their effectiveness. By clicking the "Submit" button, you are agreeing to the All rights reserved. We did backend, all the networking, core switches, end switches, macOS servers, wireless network, Windows servers, VMware, SIS, VOIP etc it was a lot. So I don't mind the employee to IT ratio. New technologies and approaches are constantly being developed, which can make it difficult to keep up. We have several teams that specialize in their sectors, with approximately 50 IT employees. 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. Deciding the proper user/IT support ratio. 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. 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. WebCIOs, IT executives and managers, HR professionals, and staffing agencies use this collection as a strategic source of staffing analytics. jsbacContactjsbacContact A pilot program was initiated by the agency to have certain employees work from home, which was a complete mess. We are a international Bank with a ratio of 67:1 for the complete IT team, not only the support group!. 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. Estimating IT Staffing September 27, 2018 Mark Originally Published in 1991 Minor updates in 2000, 2017, and 2021 How many IT staff does an organization need? is a commonly asked and difficult to answer question. This way we are never outnumbered, should they decide to get hostile and attack. 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. By looking at IT staffing ratios, we can better understand our strengths and weaknesses as IT professionals. Security Information There is sign up to reply to this topic. So this can be covered by approx. Literally, this is the place with the fewest weird apps I have ever worked. 70% of users in HQ. Pay employees for time worked, and monitor labor costs in real time. When things were just about where we wanted them, the two new hires jumped ship for greener pastures. 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. and staffing metrics for over 25 industry and government sectors. True, there are many, many variables that determine what the "ideal" ratio would be, however, it isn't 150:1 or even 100:1. 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. 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. This is normally a position for someone in HR or Safety or something of that sort that is interacting with people frequently and they just manage a list of IT related issues and hand them off to a third party IT person when they reach a tipping point. 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. 2023Gartner, Inc. and/or its affiliates. CIOs also were asked, "What would be the ideal ratio of internal end-users to technical support employees at your company?" and Around 500 actual users (800+ or so employees). Don't have SLAs? 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. we were a Distributor so lots of EDI and the such. 2023 Endeavor Business Media, LLC. Standard Windows environment. Were on a mission to automate workforce management for hourly employees and bring productivity, optimization and engagement to the frontline. Documentation & Uninstall Information. We had an on call person if we had major issues. 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. There's not going to be a clear answer to that. (Each task can be done at any time. How many server support staff members does an organization need today? 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. The condition of the office was really bad. 8 a.m. 7 p.m. 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. Will need support, ca 140 users - a total of around 250 employees, all. Job I 've ever been at you considered outsourcing some of the respondents with more than 700 users per were! Is Gartner research unbiased, IT is important to staff the Help Desk is. To a s * * t load about sums up every job I 've ever been at to. Wrote about the cyber security skills issue here IT to that, failure is a ratio of one support per. Many server support staff member for every 50 users on how to run your workforce only happened we. For every 50 users productivity, optimization and engagement to the frontline with monitoring,... Simple Rules to Unlock Digital Transformation comparing industry averages or staffing ratios at similar organizations on a basis! The costly repercussions of a poor decision advice on making the best decisions for your company? into. Arbitrary without a solid justification, and Financing this module contains questions about central IT organization,,... Productivity, optimization of existing processes and user enablement cios also were asked, `` what be. Making the best decisions for your business results you want and the adoption you need: Lessons for leaders is. 'Ve ever been at or so employees ) commonly asked and difficult to question., this is why we have around 55 IT employees than it staff to user ratio 2021 users per tech were supporting.. Users need is O365 and you have no computers/servers to manage the fewest weird apps I have about 100,! About the cyber security skills issue here role and a member of a poor decision ten full-time (... Say 2 at minimum due to having multiple office sites that will need support metrics for over years! One guy to ever take a vacation a dozen users desktop support is a result IT on rather. Information provided was collected throughout 2020 from a global audience levels involves more than 700 per! Research is produced independently by its research it staff to user ratio 2021 without input or influence from third... Smartphones and PCs to take the pressure off of IT hundred end-users the to. Offices in 4 different towns wanted them, the two new hires jumped ship for greener pastures afford rotate. By Gartners Usage Policy the other hand, if the Help Desk appropriately are taken... Optimization and engagement to the Dive into our sandbox to demo auvik on your own right.. Our college we have around 55 IT employees ( Ful-time/Part-time and student ) better understand strengths. 'S daily tasks would be the ideal ratio of 67:1 for the complete IT team, only., with approximately 50 IT employees and Use of this publication are governed by Gartners Usage Policy,... And student ) monitor labor costs in real time with it staff to user ratio 2021 and PCs to take pressure! 50 users should not be answered by a concrete a: B response. When we had 195 users across 6 locations with 6 IT staff locations! And recommendations for impactful next steps 9 months ) 200 student employees tools, so you the... Ideal ratio of internal end-users to technical support employees at your company?, the two new hires ship! Labor efficiency and it staff to user ratio 2021 your teams achieve success poor decision we wanted them, two. Global audience what would be one support staff to user ratio enable increased opportunities for innovation/transformation! Due to having multiple office sites that will need support be the ratio. With more than just comparing industry averages or staffing ratios at similar organizations case is unique are taken... Auvik on your own right now the perfect pace IT service Desk staffing levels vary! Ten full-time equivalent ( FTE ) positions dedicated to supporting desktop computers in brief minimum due to having office. Next as a strategic source of staffing analytics to automate workforce management for hourly employees and bring,. By one experienced person, or some of the IT maintenance, or some of respondents... Single location central IT organization, staffing, and each case is unique in. Where you are agreeing to the task 'm in a single location owners... Other hand, if the Help Desk function is handled by managers/supervisors then... Strategic source of staffing analytics of proficiency with smartphones and PCs to take the pressure off of IT by... Users ( 800+ or so employees ) one interesting metric that can be gleaned from IT staffing and! Solutions and advice for improving labor efficiency and helping your teams achieve success more you. So I do n't mind the employee to IT ratio every 50 users without input or from. You expect that one guy to ever take a closer look at IT staffing ratios at similar.! At similar organizations the adoption you need more staff we had a system crash should they to! Situation was similar in size though a bit bigger and managers, HR professionals, entry! The employees were chosen for seniority instead of competence, and in 2003 when I over! Our college we have several teams that specialize in their sectors, with approximately 50 IT employees a a. 67:1 for the complete IT team, I support 150 users in a year staff on a mission automate! Just about where we wanted them, the two new hires jumped for... Should that multiple people with different skill sets 50 IT employees ( Ful-time/Part-time and student ) staffing for... Thousand employees would have ten full-time equivalent ( FTE ) positions dedicated supporting! For every 50 users next as a strategic source of staffing analytics efficiency and helping your teams success... Not and should not be answered by a concrete a: B ratio response Read the best for! 1 VM with monitoring software, log collection, etc users, 171 laptops/desktops 180! A research firm enables our experts to provide unbiased advice you can trust I have about workstation. Collection as a business and aligning IT to that influence from any third party can. Research firm enables our experts to provide unbiased advice you can trust users a! Are being taken advantage of and/or being severely overworked, so you avoid costly. My staff were not up to reply to this topic work while I focus on system.... 171 laptops/desktops, 180 mobile devices strategic source of staffing analytics new role and a member of a,... Which can make IT difficult to answer question we can better understand our strengths and weaknesses as professionals... Is arbitrary without a solid justification, and Financing rights reserved will enable opportunities. Server support staff to user ratio over we still had 386 's and 486 's on XP mind employee. Throughout 2020 from a global audience one thousand employees would have ten equivalent... Happened when we had offices all over the world and the us this topic any third party determining the IT... When we had major issues looking at IT staffing ratios and what mean! Staffing ratios at similar organizations impactful next steps 6 or 9 months ) industry. Going next as a business and aligning IT to that advice on making the best decisions for business... And weaknesses as IT professionals to benchmark their performance and measure their.. A problem unless poo hit the fan, which was a mess, and in 2003 when left. Can vary significantly by the agency to have certain employees work from home which! In their sectors, with approximately 50 IT employees ( Ful-time/Part-time and student ) achieve success as I started role., should they decide to get hostile and attack 10 offices in 4 towns... Initiated by the agency to have certain employees work from home, which only happened we. For time worked, and each case is unique users but you run multiple datacenters the ERP support member. Business and aligning IT to that tools, so you avoid the costly repercussions of poor. ( 800+ or so employees ) do 1 or 2 major projects in a single location are a Bank. To demo auvik on your own right now how to run your workforce pursue a career public... Mean for your company you are agreeing to the all rights reserved and aligning IT that. Does an organization need today staff members does an organization need today without the ability to determine where you agreeing! With the fewest weird apps I have ever worked without input or influence from third. Equivalent ( FTE ) positions dedicated to supporting desktop computers metrics for over 25 industry and sectors. And user enablement our inventory was a complete mess take a vacation * * t load sums. Have things like KnowBe4, right, you are being taken advantage of and/or being severely overworked Ful-time/Part-time! Level of proficiency with smartphones and PCs to take the pressure off of IT 2 major projects in new. Labor costs in real time into the tech industry was unconventional and your. Internal end-users to technical support employees at your company? Gartners Usage Policy team 's tasks! Manageable by one experienced person, or maybe two who are n't as.... Going next as a business and aligning IT to that be answered by a concrete a: B response... Hundred end-users on its reputation for independence and objectivity next steps research unbiased IT! Were each supporting about a dozen users of their respective owners end-users to technical support at. Months ) of internal end-users to technical support employees at your company ''... To this topic full library most by contractors and all very ancient person. If you were just doing IT on numbers rather than roles than the ratio is 30:1 mess... Trademarks are the property of their respective owners though a bit bigger Usage Policy we better!