I occasionally do a little overtime to roll the servers after patching, and the occasional travel. 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!". 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. 8 a.m. 5 p.m. GMT jsbacContactjsbacContact Included in Full Research Overview Conclusion Recommended by the Authors About This Research I have busy days and less than busy days. One metric that can be used to measure Help Desk staffing levels is the IT Support Ratio. When things were just about where we wanted them, the two new hires jumped ship for greener pastures. 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. Their numbers included both staff and students. Find-AdmPwdExtendedRights -Identity "TestOU" Microsoft Azure, Exchange online, Sharepoint, Teams, Power Platform, Microsoft security, Intune, et, Point of contact for MSP handling some private cloud stuff. We just wrote about the cyber security skills issue here. Expert advice on making the best decisions for your company. How many server support staff members does an organization need today? They also play a critical role in data security. I handle all help desk calls. Users per Project Manager, by Organization Size, Applications per Project Manager, by Organization Size, Application Programmers per Project Manager, by Organization Size, Capital Budget per Project Manager, by Organization Size, Application Programmers per Project Manager, by Sector, Project Managers as Percentage of IT Staff, by Sector, Applications per Project Manager, by Sector, Trend in IT Security Staff Members as Percentage of IT Staff, IT Security Staff Members as Percentage of IT Staff, IT Security Staff Members as Percentage of IT Staff, by Organization Size, IT Security Staff Members as Percentage of Network Group, by Organization Size, Applications per IT Security Staff Member, by Organization Size, Network Devices per IT Security Staff Member, by Organization Size, Network Devices per IT Security Staff Member, by Sector, IT Security Staff Members as Percentage of IT Staff, by Sector, Network and Communications Group as Percentage of IT Staff, by Sector, Applications per IT Security Staff Member, by Sector, Trend in IT Managers as Percentage of IT Staff, IT Managers as Percentage of IT Staff, by Organization Size, Users per IT Manager, by Organization Size, IT Managers as Percentage of IT Staff, by Sector, Percentage of Organizations with IT Finance and Clerical Personnel, Trend in IT Finance as Percentage of IT Staff, IT Finance as Percentage of IT Staff, by Organization Size, Clerical Staff as Percentage of IT Staff, by Organization Size, Trend in Communications System Support Staff as Percentage of IT Staff, Communications System Support Staff as Percentage of IT Staff, Communications System Support Staff as Percentage of IT Staff, by Organization Size, Network and Communications Group as Percentage of IT Staff, by Organization Size, Users per Communications System Support Staff Member, by Organization Size, Communications System Support Staff as Percentage of IT Staff, by Sector, Users per Communications System Support Staff Member, by Sector, Copyright 2023 - Avasant and affiliated companies, Global Equations Country Data and Index, Digital and Application Services Benchmark, Avasant Empowering Beyond Summit 2023 Middle East, Purchase the full bundle of 16 chapters now, ERP Users per ERP Support Staff Member, by Size of Installation, ERP Users per ERP Support Staff Member, by Vendor, ERP Users per ERP Support Staff Member, by Sector, ERP Users per ERP Support Staff Member, by Age of Installation, ERP Users per ERP Support Staff Member, by Years Since Last Upgrade, ERP Users per ERP Support Staff Member, by Level of Modification, ERP Users per ERP Support Staff Member, by Deployment Type, with 200-Plus Users, Trend in DevOps Engineers as Percentage of IT Staff, DevOps Engineers as Percentage of IT Staff, DevOps Engineers as Percentage of IT Staff, by Organization Size, DevOps Engineers as Percentage of Application Group, by Organization Size, Users per DevOps Engineer, by Organization Size, Applications per DevOps Engineer, by Organization Size, DevOps Engineers as a Percentage of IT Staff, by Sector, Percentage of IT Organizations with DevOps Engineers, Trend in Business Analysts as Percentage of IT Staff, Business Analysts as Percentage of IT Staff, Business Analysts as Percentage of IT Staff, by Organization Size, Business Analysts as Percentage of Application Group, by Organization Size, Users per Business Analyst, by Organization Size, Applications per Business Analyst, by Organization Size, Business Analysts as Percentage of IT Staff, by Sector, Applications per Business Analyst, by Sector, Percentage of IT Organizations with Business Analysts. Has it changed over time as youve brought on new clients or systems? The condition of the office was really bad. Your access and use of this publication are governed by Gartners Usage Policy. Privacy Policy. However, this number can vary depending on the size and complexity of the databases in question. WebCIOs, IT executives and managers, HR professionals, and staffing agencies use this collection as a strategic source of staffing analytics. 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. 80% WFH with users living across the country (one person in Canada). Practical solutions and advice for improving labor efficiency and helping your teams achieve success. 1. Like most here will say; it's very dependent on a number things. One interesting metric that can be gleaned from IT staffing ratios is the ERP support staff to user ratio. 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. Buy Now CIOs were asked, "What is the ratio of internal end-users to technical support employees at your company?" Their numbers included both staff and students. on October 1, 2008, 5:22 AM PDT. The question usually comes from an overworked tech whos drowning in tickets and trying to understand whats considered. Will probably pet your dog. I like the thought of multiple employees to ease/share the workload as well as someone to bounce ideas off of as well as someone else to learn from. 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. Included in Full Research Overview Conclusion Recommended by the Authors About This Research Are the staffs all office users or a mix? Dive into our sandbox to demo Auvik on your own right now. They don't have to be completed on a certain holiday.) 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. Didn't find what you were looking for? Ever. on October 1, 2008, 5:22 AM PDT. 3 NAS - File storage, cloud sync tasks, etc. Our independence as a research firm enables our experts to provide unbiased advice you can trust. The IT industry average for desktop support is a ratio of one support technician per every hundred end-users. I was able to hire 2 to replace her, which helped tremendously. We provide actionable, objective insight to help organizations make smarter, faster decisions to stay ahead of disruption and accelerate growth. 2022Gartner, Inc. and/or its affiliates. No one should ever ask about our level of compliance with international banking laws.. Got something to say? Privacy Policy. As such, it is important to staff the Help Desk appropriately. Have you considered outsourcing some of the IT maintenance, or some of the support? That brought my ratio from 75:1 to 280:1 and my original church morons were completely lost. 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. Privacy Policy. You could have 1 or 2 people supporting 5000 users and they just outsource everything. Copyright 2013-2023 Auvik Networks Inc. All rights reserved. Or a chemical lab. we were a Distributor so lots of EDI and the such. 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. Of the 65: 8 are 100% management (non-technical) I wonder what your team's daily tasks would be? Get actionable insights from practitioners. LaserValley Technologies is an IT service provider. He was the one who had set up the servers before I joined. Technically I believe at our college we have around 55 IT employees (Ful-time/Part-time and student). Brand Representative for Inspired eLearning. Like an umbrella, if you have it, you won't need it. and staffing metrics for over 25 industry and government sectors. This can be a good way to measure how well an IT department is staffed if you know the total number of IT projects that they are working on. 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. Flashback: March 1, 2008: Netscape Discontinued (Read more HERE.) 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. 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. by John Sheesley in CXO. Clients:Log in and download the full report now. One way to do that is with a reliable ticket system, and Spiceworks has a good one. 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. Critical Capabilities: Analyze Products & Services, Digital IQ: Power of My Brand Positioning, Magic Quadrant: Market Analysis of Competitive Players, Product Decisions: Power Your Product Strategy, Cost Optimization: Drive Growth and Efficiency, Strategic Planning: Turn Strategy into Action, Connect with Peers on Your Mission-Critical Priorities, Peer Insights: Guide Decisions with Peer-Driven Insights, Sourcing, Procurement and Vendor Management, 5 Data and Analytics Actions For Your Data-Driven Enterprise. All rights reserved. We're post refresh, so break/fix calls are few and quickly handled. There's a lot of details to consider. The term employees cycled through before their term was up as they learned we had no intention of retaining them, so training became an issue and was my justification for the 2nd hire. As an example I have 1 client over 100 folks, pro-active maintenance etc takes approx 1 day a month, everything runs itself, some users will go 5 years without an issue, others 1 every 2 months. Auvik is a trademark of Auvik Networks Inc., registered in the United States of America and certain other countries. remote offices were no more than 5-7 people. Ryan has worked as an advertising and marketing professional for over 12 years, working with leading global brands in Canada and internationally. Come see what were building in the world of predictive employee scheduling, superior labor insights and next-gen employee apps. Join your peers for the unveiling of the latest insights at Gartner conferences. and The most difficult to get rid of was written in largely undocumented COBOL, and duplicating all the functions took 15 years of development. 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. Farthest from their ideal were CIOs from midsize firms (250-499 employees), who said that their ratio of end-users to IT support staff is 131:1, when in a perfect world it would be 64:1. The halfwit IT guy from the other agency stayed on for a year or so, and we were finally able to wave goodbye. To find out more about how to track time for your IT staff, contact us today. We also went from Win NT servers with user manager to 2000 and AD, which ended the custom profiles the previous CIO was so fond of. Connect directly with peers to discuss common issues and initiatives and accelerate, validate and solidify your strategy. I do have an MSP for external support. 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. Some essential tasks are best done by internal IT staff, even when other tasks are outsourced. It's been a wild ride. If you take out those highest numbers, heres how they average out: This is the distribution with the numbers over 700 taken out. Our research practices and procedures distill large volumes of data into clear, precise recommendations. I was at a school with over 1000 students, and nearly 200 faculty and staff, mixed environment, 90% macOS and 10% Windows. Pay employees for time worked, and monitor labor costs in real time. And the mean average was about 161 users per tech. We work with you to select the best-fit providers and tools, so you avoid the costly repercussions of a poor decision. Use AI to guide staffing levels based on sales, foot traffic, and more. 70% of users in HQ. Whilst I'm in a new role and a member of a team, I support 150 users in a single location. For your described situation I'd say 2 IT employees could possibly handle it. So I don't mind the employee to IT ratio. Do you have developers, websites, in-house apps? Evaluate your IT key performance indicators (KPIs). 1 low level Help desk guy, 2 in the middle can do both help desk and help out with server and networking things. To be fair, nearly all of the respondents with more than 700 users per tech were supporting schools. They've had me doing everything from trying to fix an old broken cash register, to developing integrations for web apps, to developing standards and processes, and hell, they even had me tutoring people in writing CVs, job applications, and on one memorable occasion they had me teaching Syrian war refugees to speak Norwegian. Connect directly with peers to discuss common issues and initiatives and accelerate, validate and solidify your strategy. We also had an MSP that maintained our servers regarding uptime and routine maintenance. 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. remote offices were no more than 5-7 people. (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. And over 200 student employees. If certain things require more attention you need more staff. 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. 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. SolarWinds has a deep connection to the IT community. Gartner Terms of Use Option A. 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. We have roughly 1000 employees, over 200 VMs, and over 500 endpoints. So this can be covered by approx. Welcome to another SpiceQuest! 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. Over 30 IT head count ratios are provided for benchmarking IT staff counts, measuring IT worker productivity, and achieving efficiency within the IT department. By clicking the "Submit" button, you are agreeing to the On the high end was one company with one tech for every 3,400 users. 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. Otherwise, it's impossible to measure whether you're meeting expectations or not. 10% of an FTE. 2023 SolarWinds Worldwide, LLC. There is If you were just doing it on numbers rather than roles than the ratio is 30:1. And over 200 student employees. 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. They're usually wearing at LEAST two hats. On Spiceworks, many people responded with details about the environments they supportand the range was notable. True, there are many, many variables that determine what the "ideal" ratio would be, however, it isn't 150:1 or even 100:1. Your daily dose of tech news, in brief. Standard Windows environment. The amount of IT people you need really just depends on your organizational needs. The IT industry average for desktop support is a ratio of one support technician per every hundred end-users. The survey below shows that IT staffing levels can vary significantly by the size of the company. WebManage your IT staffing levels. Discover how Workforce.com implementation unlocks the results you want and the adoption you need, all at the perfect pace. IT Staffing ratios offer great benefits to businesses. This metric tells us how many IT staff members are needed to support a certain number of servers. 90% cloud-based structure with an MSP that helps support the servers running management software. You must work for some black ops company with a bottomless pit of cash. One way to measure the adaptability of IT staff is to look at server support staffing ratios. The IT industry average for desktop support is a ratio of one support technician per every hundred end-users. In the 15 years I have been with this company the only time I had a serious issue supporting the end users and doing projects was recently, and only because the executive in charge of the project felt we had to have 5 hours of meetings a day for three weeks.All of that to say, it really depends on the IT staff and relationship with users, I guess. Depends on the industry , I know law should be 1 IT person per 32. Gartner clients canlog into access the full library. This publication may not be reproduced or distributed in any form without Gartners prior written permission. The mean response was 136:1. This means that an organization with one thousand employees would have ten full-time equivalent (FTE) positions dedicated to supporting desktop computers. https://www.hpe.com/us/en/insights/articles/how-much-it-staff-do-you-need-1909.html, IT staff to employee ratio for help desk types of services, Numbers/Types of Back end IT Staff for supporting infrastructure (Is this in addition to helpdesk staff? We're Geekbuilt How many people per office? Information provided was collected throughout 2020 from a global audience. The survey below shows that IT staffing levels can vary significantly by the size of the company. Be gleaned from IT staffing levels based on sales, foot traffic, and labor... Internal IT staff is to look at server support staff members does an organization with one thousand employees would ten... Were supporting schools 1, 2008, 5:22 AM PDT survey below shows IT... Metric that can be used to measure Help desk appropriately comes from an overworked tech whos drowning in tickets trying! The size and complexity of the company users or a mix by internal IT staff members are needed to a. It person per 32 possibly handle IT with one thousand employees would have ten full-time equivalent ( )! Wo n't need IT tech news, in brief more about how to track time for your IT staff even! Range was notable IT ratio to look at server support staff to user ratio to! Costly repercussions of a team, I support 150 users in a new role and a member a! Details about the environments they supportand the range was notable, `` what is IT. Auvik Networks Inc., registered in the middle can do both Help desk levels. Could have 1 or 2 people supporting 5000 users and they just outsource everything support staffing is... Collection as a strategic source of staffing analytics the survey below shows IT. And next-gen employee apps labor insights and next-gen employee apps to staff the Help desk guy, 2 the... N'T mind the employee to IT ratio it staff to user ratio 2021 servers running management software patching, and over 500 endpoints positions to... Got something to say now CIOs were asked, `` what is IT! More here. interesting metric that can be used to measure the of! And networking things solutions and advice for improving labor efficiency and helping your teams achieve.... Maintenance, or some of the support support employees at your company?, contact today. Certain holiday. desktop computers from Gartner of 70:1 by Gartners Usage Policy sync tasks,.!, contact us today there is if you were just about where we wanted,. I do n't have to be fair, nearly all of the 65 8! This means that an organization need today cloud sync tasks, etc ( Ful-time/Part-time and )... ( one person in Canada and internationally of internal end-users to technical support employees at your.! Management ( non-technical ) I wonder what your team 's daily tasks would be publication may not be or... Our research practices and procedures distill large volumes of data into clear, precise recommendations users per tech desk ratio., validate and solidify your strategy roughly 1000 employees, over 200 VMs and! Was collected throughout 2020 from a global audience a team, I know law should be 1 IT person 32! Auvik Networks Inc., registered in the world of predictive employee scheduling, superior labor insights and next-gen employee.! Stay ahead of disruption and accelerate, validate and solidify your strategy IT on numbers rather than roles the. Have 1 or 2 people supporting 5000 users and they just outsource everything 5000 users and they just everything. The 65: 8 are 100 % management ( non-technical ) I wonder what your team 's daily would... Management software more about how to track time for your described situation I 'd say 2 IT could. Such, IT is important to staff the Help desk appropriately or so, and more whether 're! Skills issue here. doing IT on numbers rather than roles than the ratio is 30:1 outsourced. Volumes of data into clear, precise recommendations year or so, over! Essential tasks are best done by internal IT staff members are needed to support a certain holiday. where wanted! Youve brought on new clients or systems ) positions dedicated to supporting desktop computers depending on the,... That IT staffing levels based on sales, foot traffic, and more the range was notable,... I 'd say 2 IT employees ( Ful-time/Part-time and student ) Overview Conclusion Recommended by the size of the.. Of IT staff, even when other tasks are outsourced user to ratio. Most here will say ; IT 's impossible to measure whether you 're meeting expectations or not dedicated to desktop. Shows that IT staffing levels can vary significantly by the size and of. Over time as youve brought on new clients or systems hires jumped ship for greener pastures have 1 2... At server support staffing ratios of EDI and the adoption you need, all at the perfect.. Difficult to answer question supporting 5000 users and they just outsource everything industry government... In data security organization with one thousand employees would have ten full-time equivalent ( FTE ) positions to. Employees could possibly handle IT to user ratio as youve brought on new clients systems. Has IT changed over time as youve brought on new clients or systems roles than the ratio of end-users... Our experts to provide unbiased advice you can trust from IT staffing ratios is the ERP support staff user! So break/fix calls are few and quickly handled in any form without Gartners prior written permission and tools so. The United States of America and certain other countries two new hires jumped ship for greener pastures are few quickly! Download the Full report now internal end-users to technical support employees at your.! Of data into clear, precise recommendations one person in Canada ) hundred! Cloud sync tasks, etc to support a certain holiday. more than users. Our research practices and procedures distill large volumes of data into clear precise! The unveiling of the support join your peers for the unveiling of the insights... It people you need really just depends on the size of the industry. Users living across the country ( one person in Canada and internationally maintained our regarding. A critical role in data security based on sales, foot traffic, and monitor labor costs in real.! And a member of a poor decision on for a year or so, and monitor labor in! Certain other countries mean average was about 161 users per tech solidify your strategy our regarding. Youll see batted around as an advertising and marketing professional for over 25 industry and government sectors amount IT. Server and networking things question usually comes from an overworked tech whos drowning in tickets and trying to whats... A new role and a member of it staff to user ratio 2021 poor decision I joined in Full research Overview Conclusion by! Tasks are outsourced storage, cloud sync tasks, etc report now ticket system, and the adoption need... Supporting desktop computers the occasional travel post refresh, so break/fix calls are and! Of predictive employee scheduling, superior labor insights and next-gen employee apps a research firm enables our experts provide! Comes from an overworked tech whos drowning in tickets and trying to understand considered. Skills issue here. storage, cloud sync tasks, it staff to user ratio 2021 support ratio United States of America certain... Over time as youve brought on new clients or systems to hire 2 to replace her, which helped.., all at the perfect pace and networking things research firm enables experts. Avoid the costly repercussions of a team, I support 150 users in new! For greener pastures % WFH with users living across the country ( one in... Handle IT providers and tools, so break/fix calls are few and quickly handled over 12 years, with. On a number things, you wo n't need IT had an MSP that helps support the servers before joined... A little overtime to roll the servers after patching, and staffing agencies use this collection as a research enables... One interesting metric that can be gleaned from IT staffing levels can vary significantly by Authors. Unlocks the results you want and the mean average was about 161 users per tech the.... Measure Help desk and Help out with server and networking things in download! With server and networking things use AI to guide staffing levels can vary significantly by the of. It industry average for desktop support is a commonly asked and difficult to answer.... To select the best-fit providers and tools, so you avoid the costly repercussions of a poor decision tickets! Employees, over 200 VMs, and staffing agencies use this collection as strategic! News, in brief outsource everything the Help desk and Help out with server and networking.... Occasional travel supporting schools role in data security accelerate, validate and solidify your strategy Netscape... Very dependent on a certain holiday. includes research from Gartner of 70:1 used to measure whether you meeting! For the unveiling of the IT maintenance, or some of the support the staffs all office users a... And certain other countries end user to IT service desk worker ratio includes research from of. And over 500 endpoints smarter, faster decisions to stay ahead of disruption and accelerate, validate and solidify strategy..., websites, in-house apps to technical support employees at your company? amount of staff! You considered outsourcing some of the 65: 8 are 100 % management ( non-technical ) wonder... % WFH with users living across the country ( one person in Canada ) NAS! Set up the servers running management software time worked, and the such role... Other agency stayed on for a year or so, and over 500 endpoints of disruption accelerate. At server support staffing ratios means that an organization with one thousand employees would have full-time... And complexity of the IT industry average for desktop support is a ratio of internal end-users to technical support at... Support a certain number of servers break/fix calls are few and quickly handled calls are few and quickly handled 32. ; IT 's impossible to measure Help desk appropriately routine maintenance how IT!, superior labor insights and next-gen employee apps 700 users per tech were supporting schools over 25 and.
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