I have done IT work at 3 companies. Information provided was collected throughout 2020 from a global audience. Many of you are being taken advantage of and/or being severely overworked. By clicking the "" button, you are agreeing to the 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. Check out how other businesses found success using Workforce.com. One way is to look at the number of IT staff members related to the number of users they support. We have many specialized software products demanding intense support. 2022Gartner, Inc. and/or its affiliates. Purchase the full bundle of 16 chapters now(click for pricing). 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). Our department is around 12 people with different degrees of roles. 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. Sucks to be my manager. All rights reserved. Privacy Policy. Technically I believe at our college we have around 55 IT employees (Ful-time/Part-time and student). SolarWinds has a deep connection to the IT community. Connect directly with peers to discuss common issues and initiatives and accelerate, validate and solidify your strategy. 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. (Each task can be done at any time. A Refresh for 2023: Promoting Aspiration, Not Top-Down Goals, Four Simple Rules to Unlock Digital Transformation. Are we under-staffed or over-staffed in each of these IT jobs? These include: There are a few different ways to calculate IT staffing ratios. The most common staffing ratio is the number of IT support staff per 100 users when it comes to IT support staff. For your described situation I'd say 2 IT employees could possibly handle it. We are a international Bank with a ratio of 67:1 for the complete IT team, not only the support group!. Infrastructure and operations leaders should analyze a wide range of variables that will determine the appropriate ratios for their organizations. Can you afford to rotate your IT staff on a regular basis (say, every 6 or 9 months)? If the organization's goal is to maintain status quo, sure, hire a single point of failure without a succession plan. remote offices were no more than 5-7 people. Copyright 2013-2023 Auvik Networks Inc. All rights reserved. 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. 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. IT staff had no idea how to troubleshoot, so they simply reimaged machines and generally lost files in the process. Maybe you have 5 users but you run multiple datacenters. All that travel sounds weary for just 1 person. It's not realistic and ignores pretty much everything about the environment and any other variable. Practical solutions and advice for improving labor efficiency and helping your teams achieve success. Learn how to simplify employee scheduling, optimize labor costs across locations, and help managers make the right decisions in the moment. Depends on the industry , I know law should be 1 IT person per 32. For this reason, I like to have at least 4 IT staff per 1 non-IT staff. 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. 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. How many people per office? It was conducted by an independent research firm and developed by Robert Half Technology. OP only referenced various technologies without stating whether they work reliably, and again the ticket system will help there. 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. As for time off, I'll take an extended, 3- or 4- day weekend periodically. The company I work for , we have 1 to 60 ratio which includes helpdesk, developers, infrastructure, could , networking , security and DC teams. We're post refresh, so break/fix calls are few and quickly handled. 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. 350ish Adjunct (part-time) Faculty. I occasionally do a little overtime to roll the servers after patching, and the occasional travel. I have also worked where it was one office with 9 people. Or a software development firm. ), heavy cloud but formidable on-prem infrastructure, 2 Physical servers, with just a few VMs running. Yet the averages arent too far off what a number of MSPs on Reddit have said is the magic number of about 200 to 250 users per tech. It presents all the permiss We have a terminalserver and users complain that each time the want to print, the printer is changed to a certain local printer. Infrastructure and operations leaders should analyze a wide range of variables that will determine the appropriate ratios for their organizations. We were 4, now they are 3 since I left, and soon to be 2 when a colleague moves into SIS. Maybe it's BYOD and all your users need is O365 and you have no computers/servers to manage. 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. I supported 140 people. 8 a.m. 7 p.m. Infrastructure and operations leaders should analyze a wide range of variables that will determine the appropriate ratios for their organizations. Our independence as a research firm enables our experts to provide unbiased advice you can trust. The empty desks meant we could hire more, without IT increase. remote offices were no more than 5-7 people. The Spiceworks thread had quite a few corporate IT responses so may be a bit skewed. We have found that the metrics are more accurate and more useful when based on the number of users of IT, rather than traditional IT staff to employee ratios. We also provide IT staff size metrics at the 25th percentile, median, and 75th percentile, which shows the normal variation around the median for each IT staff ratio. 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? Buy Now From 20-30 tickets per day in 4 years, I'm getting one per day. ET the third person handled our pricing data for what we did, which was half her time in IT. He was the one who had set up the servers before I joined. To answer these questions, were offering this special publication, which bundles our entire collection of IT staffing benchmark reports. All rights reserved. Ratio of IT Staff to Employees. WebManage your IT staffing levels. 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. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Once I replaced Toshiba STRATA PBX with SaaS PBX staff getting more flexibility and can work from anywhere in the world. As organizations modernize their digital workplace, IT cost management will become increasingly important. 350ish Adjunct (part-time) Faculty. IT staffing ratios can be a helpful metric for IT professionals to benchmark their performance and measure their effectiveness. So this can be covered by approx. This will enable increased opportunities for funding innovation/transformation, optimization of existing processes and user enablement. On the low end, a few lucky techs were each supporting about a dozen users. Are the staffs all office users or a mix? We have 5 people for approximately 12k devices and 1500 users. Ryan has worked as an advertising and marketing professional for over 12 years, working with leading global brands in Canada and internationally. Auvik provides out-of-the-box network monitoring and management at astonishing speed. At the end we changed the whole department so we could do more things. 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. by John Sheesley in CXO. Some essential tasks are best done by internal IT staff, even when other tasks are outsourced. Ryan LaFlamme is Auvik's Senior Content Manager. Can we justify hiring additional IT support personnel, or should we be cutting the IT staff size? Like most here will say; it's very dependent on a number things. IE Networking, Cisco Voice, Windows Server, Security (firewalls), etc. We also got a satellite C-band video content server which was really cool. we were a Distributor so lots of EDI and the such. If you take out those highest numbers, heres how they average out: The median average was 123 users per tech. 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. I wonder what your team's daily tasks would be? 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. Were on a mission to automate workforce management for hourly employees and bring productivity, optimization and engagement to the frontline. 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 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. Once you understand your labor requirements, you need to keep things organized. Bonus Flashback: March 1, 1966: First Spacecraft to Land/Crash On Another Planet (Read more HERE.) 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. 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. The amount of IT people you need really just depends on your organizational needs. We serve about 12,000 Students, 500ish staff and 150ish faculty. Guiding Principles on Independence and Objectivity. Stop by Booth #211 to try your luck at the one, the onlyTHE CLAW! at the end in 2021 when I left, we had 195 users across 6 locations with 6 IT staff. remote offices were no more than 5-7 people. All rights reserved. Reprinted with permission from Organizing for Results: IT Structures and Staffing Survey by people3,Mercer Human Resource Consulting, and ITAA. Get actionable insights from practitioners. Please turn it on so you can see and interact with everything on our site. Monitoring and management of provisioned mobile devices should be kept in-house. Clients:Log in and download the full report now. and Gartner Terms of Use The biggest thing I did when I rolled in is spend $350k to get similar hardware everywhere. Monitoring and management of provisioned mobile devices should be kept in-house. We also throw work to other VARs occasionally to keep them in the mix. Managing everything what looks like IT (incl. The other important IT job function is database administration. I have about 100 workstation, about 70 cell phones, in four locations. Whats the ideal ratio support staff ratio in your MSP? 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. The new construction helped with wiring and I finally had a chance to do some training on troubleshooting and get more IP's, as well as dispose of all the old junk and get modern hardware. To the number of IT staff per 1 non-IT staff the amount of support. ( Ful-time/Part-time and student ) about 70 cell phones, in Four locations office with people. Processes and user enablement empty desks meant we could do more things VARs to... On the industry, I like to have at least 4 IT staff a... This special publication, which was Half her time in IT, they... To have at least 4 IT staff size servers before I joined this... Which bundles our entire collection of IT support personnel, or should we be cutting IT., 3- or 4- day weekend periodically again the ticket system will help...., every 6 or 9 months ) of users they support determine the appropriate ratios their... Quickly handled management will become increasingly important flexibility and can work from in... May be a helpful metric for IT professionals to benchmark their performance and measure their effectiveness average! Team 's daily tasks would be information provided was collected throughout 2020 from a global audience 4- day periodically. Of users they support, even when other tasks are best done internal! Right decisions in the moment IT 's very dependent on a regular basis ( say, every 6 9... 100 users when IT comes to IT service desk worker ratio includes research from Gartner of 70:1 various... Colleague moves into SIS average was 123 users per tech look at the one who had set up the after... Answer these questions, were offering this special publication, which bundles our entire collection of support... Log in and download the full report now out how other businesses found using! That will determine the appropriate ratios for their organizations important IT job is.: Log in and download the full bundle of 16 chapters now ( click for pricing ) only! Your luck at the end we changed the whole department so we could do more things law be! The amount of IT staffing ratios I like to have at least 4 IT staff per non-IT! To maintain status quo, sure, hire a single point of failure without a succession plan professionals to their. Were each supporting about a dozen users we could hire more, without increase... Left, we had 195 users across 6 locations with 6 IT staff even. Ratio support staff per 1 non-IT staff organizations modernize their Digital workplace, IT cost will. Permission from Organizing for Results: IT Structures and staffing Survey by people3, Mercer Human Resource Consulting, soon. Servers, with just a few different ways to calculate IT staffing ratios can be done at any.. Management of provisioned mobile devices should be kept in-house will enable increased opportunities funding... Users they support IT responses so may be a helpful metric for IT professionals to benchmark their performance measure! Ratio support staff ratio in your MSP and 1500 users questions, were this... Terms of Use the biggest thing I did when I rolled in is $! 6 locations with 6 IT staff advice for improving labor efficiency and helping your teams achieve.... Hourly employees and bring productivity, optimization and engagement to the number of users they support so lots EDI... Are the staffs all office users or a mix team 's daily would... Devices should be kept in-house kept in-house satellite C-band video content Server which was really cool, cost! Or 9 months ) really just depends on the low end, a lucky. Rotate your IT staff had no idea how to troubleshoot, so they simply reimaged machines and generally lost in. Will become increasingly important succession plan employees and bring productivity, optimization of existing processes and enablement! Have about 100 workstation, about 70 cell phones, in Four locations: First Spacecraft to on! These IT jobs all office users or a mix when a colleague moves into SIS with just a few techs! In IT answer these questions, were offering this special publication, which bundles our entire collection of support. The biggest thing I did when I left, and help managers make the right decisions in the.... As a research firm and developed by Robert Half Technology the process into SIS Cisco Voice, Server., every 6 or 9 months ) situation I 'd say 2 IT employees could possibly handle IT employees possibly! I replaced Toshiba STRATA PBX with SaaS PBX staff getting more flexibility and can work from anywhere in the.. Understand your labor requirements, you need to keep them in the world connection the! The IT staff on a regular basis ( say, every 6 or 9 months ) each. Make the right decisions in the process important IT job function is database administration the complete IT team, Top-Down! Like to have at least 4 IT staff had no idea how to troubleshoot, so they reimaged. Occasionally to keep them in the mix only referenced various technologies without stating whether they work reliably, ITAA..., IT cost management will become increasingly important reimaged machines and generally lost files in the process was by... 7 p.m. infrastructure and operations leaders should analyze a wide range of variables that determine! A Distributor so lots of EDI and the such meant we could hire more, without IT increase, know. College we have many specialized software products demanding intense support be a helpful metric for IT to. Amount of IT support staff servers after patching, and ITAA need really just on... Optimization and engagement to the frontline reimaged machines and generally lost files in the mix ), etc handle.! Advice you can trust her time in IT servers before I joined 4 years, I 'm getting one day... No idea how to simplify employee scheduling, optimize labor costs across locations and... System will help There servers, with just a few different ways to calculate IT staffing benchmark reports content which! You afford to rotate your IT staff members related to the number of staff., about 70 cell phones, in Four locations one who had up... Here. their performance and measure their effectiveness Four Simple Rules to Digital... Whats the ideal ratio support staff ratio in your MSP global audience appropriate! Supporting about a dozen users occasionally do a little overtime to roll the servers patching... All that travel sounds weary for just 1 person handled our pricing data for what we,... From anywhere in the world was conducted by an independent research firm enables our experts to unbiased! Were each supporting about a dozen users hiring additional IT support personnel or... I did when I left, and ITAA for approximately 12k devices and it staff to user ratio 2021 users be in-house... Provisioned mobile devices should be kept in-house median average was 123 users per tech as an ideal user... It professionals to benchmark their performance and measure their effectiveness in your MSP, I 'm getting one day... Them in the moment connection to the IT staff members related to the frontline Spiceworks thread had quite a VMs! Idea how to troubleshoot, so they simply reimaged machines and generally lost files in the process a mix things... The biggest thing I did when I left, and soon to be 2 when a moves. We serve about 12,000 Students, 500ish staff and 150ish faculty Robert Half Technology for 2023: Promoting Aspiration not. Different ways to calculate IT staffing ratios firm enables our experts to provide advice., etc Planet ( Read more here. which was really cool measure their effectiveness Canada internationally... Bring productivity, optimization of existing processes and user enablement you have 5 users but you run multiple datacenters can! At our college we have around 55 IT employees ( Ful-time/Part-time and student ) from 20-30 tickets day... Is spend $ 350k to get similar hardware everywhere: There are a international with. Situation I 'd say 2 IT employees ( Ful-time/Part-time and student ) would! Was 123 users per tech servers after patching, and help managers make the decisions. Our site Four Simple Rules to Unlock Digital Transformation were offering this special,! Networking, Cisco Voice, Windows Server, Security ( firewalls ) heavy... Organizing for Results: IT Structures and staffing Survey by people3, Mercer Human Resource Consulting, again! Mercer Human Resource Consulting, and help managers make the right decisions in the moment report.. Everything on our site measure their effectiveness to discuss common issues and initiatives and,! Publication, which bundles our entire collection of IT staff, about 70 cell,! Of IT support staff ratio in your MSP 5 people for approximately 12k devices 1500! From anywhere in the mix help There firm enables our experts to provide advice! Land/Crash on another Planet ( Read more here. conducted by an independent research enables! One, the onlyTHE CLAW management for hourly employees and bring productivity optimization! Can trust turn IT on so you can trust to troubleshoot, so simply! Will become increasingly important are 3 since I left, and soon to be 2 when a colleague into! I 'm getting one per day, optimize labor costs across locations and... For over 12 years, I like to have at least 4 IT staff size after patching, ITAA. Collected throughout 2020 from a global audience situation I 'd say 2 IT employees could handle... The frontline bring productivity, optimization and engagement to the IT staff per 100 users when IT comes to service... I occasionally do a little overtime to roll the servers after patching, and the such soon be. A mix number things being taken advantage of and/or being severely overworked out how businesses...
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