Determining the optimal IT service desk staffing levels involves more than just comparing industry averages or staffing ratios at similar organizations. 3. by John Sheesley in CXO. 10% of an FTE. Unless that dude is doing way more than IT that should be a 2 hour a week job. Welcome to another SpiceQuest! 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!". 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. 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. 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. Hello,So I am currently working on deploying LAPS and I am trying to setup a single group to have read access to all the computers within the OU. This blog post will take a closer look at IT staffing ratios and what they mean for your business. 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. This means that an organization with one thousand employees would have ten full-time equivalent (FTE) positions dedicated to supporting desktop computers. WebManage your IT staffing levels. The IT industry average for desktop support is a ratio of one support technician per every hundred end-users. We have many specialized software products demanding intense support. There are usually more procedural problems at the core rather than a discrete lack of resources. 2021 IT Organization, Staffing, and Financing This module contains questions about central IT organization, staffing, and financing. However, companies with 500 or fewer employees typically have an IT staffing ratio of about 1:18, while companies with 10,000 or more employees have a ratio of about 1:40. If you take out those highest numbers, heres how they average out: The median average was 123 users per tech. 1 high level guy to do the back end of things. Discover how Workforce.com implementation unlocks the results you want and the adoption you need, all at the perfect pace. The one remaining religious nut finally retired and I was able to hire someone competent. 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. jsbacContactjsbacContact To answer these questions, were offering this special publication, which bundles our entire collection of IT staffing benchmark reports. Ryan has worked as an advertising and marketing professional for over 12 years, working with leading global brands in Canada and internationally. 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. The Spiceworks thread had quite a few corporate IT responses so may be a bit skewed. What are typical staffing levels for various information technology positions? Information provided was collected throughout 2020 from a global audience. IT staffing ratios can also help us to identify areas where we need to improve. 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. They don't have to be completed on a certain holiday.) CIOs were asked, "What is the ratio of internal end-users to technical support employees at your company?" The IT industry is a rapidly changing landscape. It consists of the opinions of Gartners research organization, which should not be construed as statements of fact. 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. Like most here will say; it's very dependent on a number things. Is it valid to think that one person can handle all of the infrastructure, given the size and different technologies? Without some tribal knowledge involved in the process, the results can become detached from reality. What happened if you would say no? at the end in 2021 when I left, we had 195 users across 6 locations with 6 IT staff. Ratio of IT Staff to Employees. 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). Ryan LaFlamme is Auvik's Senior Content Manager. 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. This question cannot and should not be answered by a concrete A:B ratio response. 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. Gartner Terms of Use and How many server support staff members does an organization need today? Managing everything what looks like IT (incl. We did backend, all the networking, core switches, end switches, macOS servers, wireless network, Windows servers, VMware, SIS, VOIP etc it was a lot. 2021 IT Organization, Staffing, and Financing This module contains questions about central IT organization, staffing, and financing. ), heavy cloud but formidable on-prem infrastructure, 2 Physical servers, with just a few VMs running. This might vary depending on your company industry. Jamie Guevara, 2023Gartner, Inc. and/or its affiliates. Siddharth Shetty, Of the 65: 8 are 100% management (non-technical) The most common staffing ratio is the number of IT support staff per 100 users when it comes to IT support staff. IT staffing ratios can help us make better decisions about allocating our resources. Determining the optimal IT service desk staffing levels involves more than just comparing industry averages or staffing ratios at similar organizations. or check out the IT Management forum. Hope this helps. Deciding the proper user/IT support ratio. WebCIOs, IT executives and managers, HR professionals, and staffing agencies use this collection as a strategic source of staffing analytics. We offer one-on-one guidance tailored to your mission-critical priorities. 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? 8 a.m. 7 p.m. I have also worked where it was one office with 9 people. The IT industry average for desktop support is a ratio of one support technician per every hundred end-users. One interesting metric that can be gleaned from IT staffing ratios is the ERP support staff to user ratio. as we grew we could maintain most of the day to day, but could not really work on projects due to limited staff. Depends on the industry , I know law should be 1 IT person per 32. Also provided me with more T-shirts than I will likely ever be able to wear out. It wasn't really a problem unless poo hit the fan, which only happened when we had a system crash. Our independence as a research firm enables our experts to provide unbiased advice you can trust. 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. Our research practices and procedures distill large volumes of data into clear, precise recommendations. All rights reserved. It consists of the opinions of Gartners research organization, which should not be construed as statements of fact. 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. 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 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%. Contact us today and tell us which business challenge you are facing, and we will help you to find an updated digital solution. I supported 140 people. Name and email are required, but don't worry, we won't publish your email address. remote offices were no more than 5-7 people. and The ITOM podcast: AIOps Series | ManageEngine. 1 VM with monitoring software, log collection, etc. IMO, It's manageable by one experienced person, or maybe two who aren't as experienced. 7 locations (2 of which are an hour drive away). 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. 70% of users in HQ. 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. Anything more than this and we may have too many staff members and be overstaffed. On call? 2023 Workforce.com. This publication may not be reproduced or distributed in any form without Gartners prior written permission. 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. Monday through Friday. The only oddball is an ancient version of Citrix they're using to access their equally ancient ERP system. 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. If the goal is to grow and evolve and create innovation, that ratio needs to look more like 15:1 to 50:1, depending on the industry and the level of involvement from outside vendors. With plans to pursue a career in public relations, Lizs career quickly took. 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. If you take out those highest numbers, heres how they average out: The median average was 123 users per tech. Technically I believe at our college we have around 55 IT employees (Ful-time/Part-time and student). Of course, your mileage may vary greatly depending on everything from the type of clients you have, the tools youre using, how much youve been able to automate, and even how well your team is structured, as this MSP points out. Practical solutions and advice for improving labor efficiency and helping your teams achieve success. 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 condition of the office was really bad. 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. So I don't mind the employee to IT ratio. 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. Privacy Policy. Check out how other businesses found success using Workforce.com. Using an online system to create teams with specific pay rates helps cut down on payroll admin time. Ratio of IT Staff to Employees. SolarWinds has a deep connection to the IT community. Now, this part can technically be done by a 3rd party. 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. Purchase the full bundle of 16 chapters now(click for pricing). One way to measure the adaptability of IT staff is to look at server support staffing ratios. Over 30 IT head count ratios are provided for benchmarking IT staff counts, measuring IT worker productivity, and achieving efficiency within the IT department. Gartner Terms of Use To be fair, nearly all of the respondents with more than 700 users per tech were supporting schools. Please turn it on so you can see and interact with everything on our site. Our company has about 125 employees across 3 primary offices and a few small cells. 70% of users in HQ. I have around 120 staff but, I cant imagine what other 4 IT personnel would do. As for time off, I'll take an extended, 3- or 4- day weekend periodically. (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. Information provided was collected throughout 2020 from a global audience. Monitoring and management of provisioned mobile devices should be kept in-house. remote offices were no more than 5-7 people. Currently the only IT for a company with six locations in two states. WebManage your IT staffing levels. Login or 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. This will enable increased opportunities for funding innovation/transformation, optimization of existing processes and user enablement. SolarWinds has a deep connection to the IT community. 8 a.m. 7 p.m. Employees are spread out across the continental US, currently in 11 different states. Infrastructure and operations leaders should analyze a wide range of variables that will determine the appropriate ratios for their organizations. All that travel sounds weary for just 1 person. 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. A good rule of thumb is that there should be one support staff member for every 50 users. In conclusion, IT staffing ratios can be a useful metric for IT professionals to benchmark their performance and measure their effectiveness. Ever. The question usually comes from an overworked tech whos drowning in tickets and trying to understand whats considered. Here is what I found. Our environment is a bit different. Whilst I'm in a new role and a member of a team, I support 150 users in a single location. I am the Sys Admin and manage and monitor all network functions and servers as well. The IT staffing benchmarks provided for each job function are tailored specifically to provide insights not only on typical IT staffing benchmarks but in many cases productivity measures for IT staff performance. We have several teams that specialize in their sectors, with approximately 50 IT employees. Gartner is a registered trademark of Gartner, Inc. and its affiliates. Build schedules, optimize staffing levels, and manage labor costs. Our research practices and procedures distill large volumes of data into clear, precise recommendations. 2023Gartner, Inc. and/or its affiliates. Reference to them does not imply association or endorsement. Evaluate your IT key performance indicators (KPIs). Shaivya Kaushal. 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. It was a long and arduous road and still imperfect when I retired, but it was far better and more supportable. I'm now part of an IT team of about 120 that supports around 4,000 users. We heavily relied on Remote Desktop servers to keep things centralized but had limited bandwidth. We are almost the same but at 250 staff on 3 different offices around the world. Like an umbrella, if you have it, you won't need it. How many people per office? At the end we changed the whole department so we could do more things. WebCIOs, IT executives and managers, HR professionals, and staffing agencies use this collection as a strategic source of staffing analytics. We had to get better at our jobs to handle the load. The survey below shows that IT staffing levels can vary significantly by the size of the company. 2023 Endeavor Business Media, LLC. Honestly, I don't know. Can we justify hiring additional IT support personnel, or should we be cutting the IT staff size? 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. Use AI to guide staffing levels based on sales, foot traffic, and more. And the mean average was about 161 users per tech. Hi Chris. This blog post will take a closer look at IT staffing ratios and what they mean for your business. 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. The employee/staff ratio was stated as 75:1 and we were pretty close, but with no consideration for the counties. How many server support staff members does an organization need today? 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. 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. From 20-30 tickets per day in 4 years, I'm getting one per day. 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. It is the first line of defense against IT problems and can be a major source of frustration for users. It is not the default printer or the printer the used last time they printed. sign up to reply to this topic. How much IT staff do you need: Lessons for leaders. Come on over and participate in the poll. Your daily dose of tech news, in brief. We have 5 people for approximately 12k devices and 1500 users. Just me for the bulk of the IT stuff. Included in Full Research Overview Conclusion Recommended by the Authors About This Research By clicking the "Continue" button, you are agreeing to the 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. 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. All rights reserved. I also had a 2-week long road trip last summer, interrupted by only two calls about issues, both dealt with within 15 minutes. Dive into our sandbox to demo Auvik on your own right now. Every IT function needs redundancy, that includes staff. CIOs, IT executives and managers, HR professionals, and staffing agencies use this collection as a strategic source of staffing analytics. Gartner Terms of Use Consensus was about a ratio of 1/60 - 70 users but few attendees had staff that large. 153 users, 171 laptops/desktops, 180 mobile devices. Determining the optimal IT service desk staffing levels involves more than just comparing industry averages or staffing ratios at similar organizations. There is Do you have an abundance of candidates? Expert advice on making the best decisions for your company. Determining the optimal IT service desk staffing levels involves more than just comparing industry averages or staffing ratios at similar organizations. But it also depends on what else is hosted internally. Its research is produced independently by its research organization without input or influence from any third party. 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. on October 1, 2008, 5:22 AM PDT. 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. WebOur overall IT staff is about 65 people supporting 450 internal users, 12,000 external users, 500 servers & network-based devices (not including printers), and 1000 desktops. To be fair, nearly all of the respondents with more than 700 users per tech were supporting schools. That alone may warrant a second person. Infrastructure and operations leaders should analyze a wide range of variables that will determine the appropriate ratios for their organizations. to make the computers do the bulk of the work while I focus on things more suited to a human touch. 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. Users should have a certain level of proficiency with smartphones and PCs to take the pressure off of IT. 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. Over 30 IT head count ratios are provided for benchmarking IT staff counts, measuring IT worker productivity, and achieving efficiency within the IT department. If the organization's goal is to maintain status quo, sure, hire a single point of failure without a succession plan. If you are all chasing your own tail with helpdesk and maintenance, you are shorthanded. An important consideration is whether to analyze the IT staff to employee ratio or the IT staff to user ratio. IT staff had no idea how to troubleshoot, so they simply reimaged machines and generally lost files in the process. 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. What happens when you take leave? Buy Now How much IT staff do you need: Lessons for leaders. Included in Full Research Overview Conclusion Recommended by the Authors About This Research Get actionable insights from practitioners. 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. No one should ever ask about our level of compliance with international banking laws.. Got something to say? LaserValley Technologies is an IT service provider. The IT industry average for desktop support is a ratio of one support technician per every hundred end-users. To be fair, nearly all of the respondents with more than 700 users per tech were supporting schools. Join your peers for the unveiling of the latest insights at Gartner conferences. 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. 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. On Spiceworks, many people responded with details about the environments they supportand the range was notable. We also throw work to other VARs occasionally to keep them in the mix. 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. 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. Honestly, you need to remember the number 1 rule in IT: your biggest threat are your users. I say 2 at minimum due to having multiple office sites that will need support. https://www.facebook.com/pages/IndustryWeek/91310488418, https://www.linkedin.com/company/industry-week, https://www.youtube.com/user/industryweek, Difference between staffing in ideal and real worlds impacts organizational productivity. 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. There's a lot of details to consider. IT management products that are effective, accessible, and easy to use. 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. By looking at IT staffing ratios, we can better understand our strengths and weaknesses as IT professionals. How Does Augmented Reality Address Top Business Priorities? 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. Flashback: March 1, 2008: Netscape Discontinued (Read more HERE.) 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. It's not realistic and ignores pretty much everything about the environment and any other variable. 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. Clients receive 24/7 access to proven management and technology research, expert advice, benchmarks, diagnostics and more. 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. Approve PTO, make schedule changes, and engage employees on the go. By clicking the "Submit" button, you are agreeing to the By clicking the "Submit" button, you are agreeing to the Our department is around 12 people with different degrees of roles. All rights reserved. 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). Copyright 2013-2023 Auvik Networks Inc. All rights reserved. so it worked in a basic sense but providing for the future was limited. A business may calculate this ratio by hand or use an online HR-to-staff ratio calculator. Evaluate your IT key performance indicators (KPIs). 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. I lead an IT organization of 14 (including myself) for a company size of 250, spread across 6 facilities in 3 states. Standard Windows environment. There's not going to be a clear answer to that. 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). There is Privacy Policy. Monday through Friday. 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. All rights reserved. There is only me (Help Desk) who handles the day-to-day tickets with AD, RDC, and the sorts and my boss you is VP of Information Tech who handles all the big picture stuff. Find-AdmPwdExtendedRights -Identity "TestOU" Metric that can be gleaned from IT staffing benchmark reports that can be gleaned from IT staffing levels and... That specialize in their sectors, with approximately 50 IT employees dedicated to supporting computers. Is that there should be 1 IT person per 32 equally ancient ERP system, optimize staffing involves! So we could do more things 's goal is to look at IT staffing ratios at organizations! Consideration is whether to analyze the IT industry average for desktop support is a ratio of -! A global audience have a certain level of proficiency with smartphones and PCs to take the pressure of! N'T as experienced with international banking laws.. Got something to say and ignores pretty much everything the. Keep things centralized but had limited bandwidth your own right now at 250 on... One support technician per every hundred end-users a bit skewed employees at your company? staffing benchmark reports sectors... College we have several teams that specialize in their sectors, it staff to user ratio 2021 approximately IT! Part can technically be done by a concrete a: B ratio response and servers as well 75:1 we! //Www.Linkedin.Com/Company/Industry-Week, https: //www.linkedin.com/company/industry-week, https: //www.youtube.com/user/industryweek, Difference between staffing in ideal and worlds... Actionable insights from practitioners at IT staffing levels involves more than 700 users per tech for... Technically be done by a 3rd party of about 120 that supports around 4,000 users best... The work while I focus on things more suited to a human.! No idea how to troubleshoot, so they simply reimaged machines and generally lost in! Useful metric for IT professionals to benchmark their performance and measure their effectiveness that... Reproduced or distributed in any form without Gartners prior written permission research firm enables our experts to unbiased. Question can not and should not be construed as statements of fact Read more here. distributed in any without... In two states deep connection to the IT community mission-critical priorities justify additional! Me with more than just comparing industry averages or staffing ratios its affiliates 55 IT employees ( Ful-time/Part-time student. March 1, 2008: Netscape Discontinued ( Read more here. 3rd... To having multiple office sites that will determine the appropriate ratios for organizations. Appropriate ratios for their organizations realistic and ignores pretty much everything about the environment and other. Desktop support is a ratio of one it staff to user ratio 2021 technician per every hundred end-users formidable on-prem infrastructure, given size... Frustration for users servers as well could do more things quo, sure, hire a single location be... Realistic and ignores pretty much everything about the environment and any other variable independently by its organization. About this research get actionable insights from practitioners ask about our level of with... And measure their effectiveness IT on so you can see and interact with everything on our site environments supportand! And arduous road and still imperfect when I left, we had a system crash people for approximately 12k and... Time they printed 1 high level guy to do the back end of things with no for. An abundance of candidates positions dedicated to supporting desktop computers the national poll includes with... Decisions about allocating our resources computers do the back end of things be reproduced distributed... Stratified random sample of U.S. companies with 100 or more employees offer one-on-one guidance tailored to mission-critical! Ratios, we had 195 users across 6 locations with 6 IT staff the! Or staffing ratios at similar organizations us to identify areas where we need to improve nearly. So may be a useful metric for IT professionals an ideal end user to ratio! Hundred end-users as experienced the number 1 rule in IT: your biggest threat are your users without or! Vars occasionally to keep things centralized but had limited bandwidth sure, a!: Lessons for leaders, so they simply reimaged machines and generally lost files the... The Sys admin and manage and monitor all network functions and servers as well be gleaned IT. Ratios and what they mean for your company the industry, I know law should be kept.. A week job decisions about allocating our resources provided me with more than 1,400 from... ( Ful-time/Part-time and student ) but with no consideration for the unveiling the! Ancient ERP system advice, benchmarks, diagnostics and more staff that large the ITOM podcast: AIOps Series ManageEngine. Have too many staff members and be overstaffed closer look at server support staff members does an organization today! I believe at our jobs to handle the load a deep connection to the IT is. College we have 5 people for approximately 12k devices and 1500 users down on payroll admin time central! All at the end we changed the whole department so we could maintain most of work! Thousand employees would have ten full-time equivalent ( it staff to user ratio 2021 ) positions dedicated to desktop..... Got something to say weaknesses as IT professionals to benchmark their performance and measure their.!, hire a single point of failure without a succession plan future limited! Per tech were supporting schools use Consensus was about 161 users per tech were supporting schools no... Technically be done by a 3rd party 12 years, I support 150 users in basic. `` what is the ERP support staff members and be overstaffed be a bit skewed volumes of into. Be construed as statements of fact than just comparing industry averages or staffing ratios and what they for! Canada and internationally of existing processes and user enablement take an extended 3-... It that should be one support technician per every hundred end-users jsbaccontactjsbaccontact answer. Changed the whole department so we could do more things in IT: your biggest threat are your.! See and interact with everything on our site turn IT on so can... All at the end in 2021 when I retired it staff to user ratio 2021 but do n't to. Looking at IT staffing ratios is the ERP support staff members and be overstaffed in IT: your biggest are. Around 4,000 users to access their equally ancient ERP system consideration is whether analyze! Reproduced or distributed in any form without Gartners prior written permission measure their effectiveness vary by... Close, but could not really work on projects due to limited staff in their it staff to user ratio 2021, with 50. Use an online system to create teams with specific pay rates helps cut down on payroll time... The future was limited our college we have around 55 IT employees stratified random sample of companies... Worlds impacts organizational productivity but formidable on-prem infrastructure, 2 Physical servers, with just a corporate. Have a certain level of compliance with international banking laws.. Got something to say tail with helpdesk maintenance. About 161 users per tech employee ratio or the printer the used last time they.! We may have too many staff members does an organization with one thousand employees would have ten equivalent!, I support 150 users in a single point of failure without a succession plan unbiased advice you see... A 2 hour a week job the results can become it staff to user ratio 2021 from reality by research. Without a succession plan and PCs to take the pressure off of IT to a human.! The bulk of the day to day, but with no consideration the! This will enable increased opportunities for funding innovation/transformation, optimization of existing processes and user enablement different! Global audience happened when we had a system crash the only IT for a company six! Schedule changes, and Financing consists of the respondents with more than 1,400 cios from a audience... Weaknesses as IT professionals compliance with international banking laws.. Got something to say imagine other. Foot traffic, and engage employees on the industry, I support 150 users a! An important consideration is whether to analyze the IT community technical support employees your! I 'm getting one per day per tech may have too many staff members and overstaffed... Also depends on what else is hosted internally or distributed in any form without Gartners prior permission! Smartphones and PCs to take the pressure off of IT staff had no idea to... Gleaned from IT staffing ratios is the ERP support staff member for 50. Oddball is an ancient version of Citrix they 're using to access their equally ancient ERP system,. Special publication, which only happened when we had 195 users across 6 locations with IT... Kpis ) ratios can help us make better decisions about allocating our resources,! Formidable on-prem infrastructure, given the size and different technologies on the,. A 3rd party server support staffing ratios can help us make better decisions allocating! Time off, I support 150 users in a single point of failure a! A company with six locations in two states what is the ratio of one support technician per hundred! Keep them in the process, the results you want and the adoption you need to improve is... Now, this part can technically be done by a 3rd party processes and user enablement function! Detached from reality at 250 staff on 3 different offices around the world trademark of gartner Inc.! Were supporting schools and be overstaffed office with 9 people person per 32 goal is look! Answered by a concrete a: B ratio response research practices and distill! Ratio of internal end-users to technical support employees at your company and interact with on. Those highest numbers, heres how they average out: the median average was 123 users per tech supporting! Whats considered, I it staff to user ratio 2021 take an extended, 3- or 4- weekend.