Gartner Terms of Use 3 NAS - File storage, cloud sync tasks, etc. Depends on the square miles you need to cover. 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. The Spiceworks thread had quite a few corporate IT responses so may be a bit skewed. 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. Come see what were building in the world of predictive employee scheduling, superior labor insights and next-gen employee apps. 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"). We had to get better at our jobs to handle the load. We have many specialized software products demanding intense support. 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). Consensus was about a ratio of 1/60 - 70 users but few attendees had staff that large. Initially we had 165 employees and 2 IT staff, who were hired by the previous CIO because they all went to the same church.. 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. Whats the ideal ratio support staff ratio in your MSP? Gartner is a registered trademark of Gartner, Inc. and its affiliates. 8 a.m. 5 p.m. GMT Flashback: March 1, 2008: Netscape Discontinued (Read more HERE.) 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. We just wrote about the cyber security skills issue here. Stop by Booth #211 to try your luck at the one, the onlyTHE CLAW! 1 high level guy to do the back end of things. Privacy Policy. The IT industry average for desktop support is a ratio of one support technician per every hundred end-users. The empty desks meant we could hire more, without IT increase. Gartner prides itself on its reputation for independence and objectivity. Microsoft Azure, Exchange online, Sharepoint, Teams, Power Platform, Microsoft security, Intune, et, Point of contact for MSP handling some private cloud stuff. If you take out those highest numbers, heres how they average out: The median average was 123 users per tech. Are the staffs all office users or a mix? on October 1, 2008, 5:22 AM PDT. Our research practices and procedures distill large volumes of data into clear, precise recommendations. Once you understand your labor requirements, you need to keep things organized. The amount of IT people you need really just depends on your organizational needs. By clicking the "" button, you are agreeing to the This publication may not be reproduced or distributed in any form without Gartners prior written permission. How many server support staff members does an organization need today? The other important IT job function is database administration. Purchase the entire bundle of IT staffing ratio benchmark reports for a75% discountover the individual chapter price. 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. What are typical staffing levels for various information technology positions? Join your peers for the unveiling of the latest insights at Gartner conferences. 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. This means that an organization with one thousand employees would have ten full-time equivalent (FTE) positions dedicated to supporting desktop computers. Over 100 specific IT support metrics are provided, asshown below. Like most here will say; it's very dependent on a number things. I also had a 2-week long road trip last summer, interrupted by only two calls about issues, both dealt with within 15 minutes. We have several teams that specialize in their sectors, with approximately 50 IT employees. The employee/staff ratio was stated as 75:1 and we were pretty close, but with no consideration for the counties. Chris Matchett. I supported 140 people. Buy Now I'm not a developer and I was asked to troubleshoot some code, I just explained that I will need more time outside hours to study programming which has to be paid also, once I'm in devs realms I would like to have a salary that matches my broad skills and its different career path which I'm not planning to take unless it's compensated to the markets average salary. at the beginning we had myself the manager doing all day to day user tickets and most projects to upgrade the environment and all purchasing and running day to day. The most difficult to get rid of was written in largely undocumented COBOL, and duplicating all the functions took 15 years of development. The ITOM podcast: AIOps Series | ManageEngine. One metric that can be used to measure Help Desk staffing levels is the IT Support Ratio. 2019 SolarWinds Worldwide, LLC. Of the 65: 8 are 100% management (non-technical) Must be nice to have the budget for that kind of ratio. 350ish Adjunct (part-time) Faculty. If certain things require more attention you need more staff. 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. The Corporate Campus in Louisville KY. We are 20 techs to approximately 8000, not counting our off-shore numbers, that are near 3000. 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. 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. Each IT staffing benchmark reports include our recommendations for optimizing the productivity of each IT job function. 8 a.m. 7 p.m. Over 30 IT head count ratios are provided for benchmarking IT staff counts, measuring IT worker productivity, and achieving efficiency within the IT department. I handle all help desk calls. Technically I believe at our college we have around 55 IT employees (Ful-time/Part-time and student). that was ~4500.00 per month for 50 VM's. 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. We are 1:1 so all students have devices, all staff have devices and we also have labs. Some essential tasks are best done by internal IT staff, even when other tasks are outsourced. 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. jsbacContactjsbacContact Hi! It consists of the opinions of Gartners research organization, which should not be construed as statements of fact. This is why we have things like KnowBe4, right? 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. Of the 65: 8 are 100% management (non-technical) Login to get free content each month and build your personal library at Avasant.com, Trend in Help Desk Staff as Percentage of IT Staff, Help Desk Staff as Percentage of IT Staff, Help Desk Staff as Percentage of IT Staff, by Organization Size, End-User Support Group as Percentage of IT Staff, by Organization Size, Users per Help Desk Staff Member, by Organization Size, Applications per Help Desk Staff Member, by Organization Size, Help Desk Staff as Percentage of IT Staff, by Sector, Users per Help Desk Staff Member, by Sector, Applications per Help Desk Staff Member, by Sector, First-Call Resolution Rate, by Organization Size, Trend in Desktop Support Staff as Percentage of IT Staff, Desktop Support Staff as Percentage of IT Staff, Desktop Support Staff as Percentage of IT Staff, by Organization Size, Desktop Support Staff as Percentage of End-User Support Group, by Organization Size, End-User Support Staff as Percentage of IT Staff, by Organization Size, PCs per Desktop Support Staff Member, by Organization Size, Users per Desktop Support Staff Member, by Organization Size, Applications per Desktop Support Staff Member, by Organization Size, Desktop Support Staff as Percentage of IT Staff, by Sector, Users per End-User Support Staff Member, by Sector, PCs per Desktop Support Staff Member, by Sector, Trend in Network Support Staff as Percentage of IT Staff, Network Support Staff as Percentage of IT Staff, Network Support Staff as Percentage of IT Staff, by Organization Size, Network Support Staff as Percentage of Network Group, by Organization Size, Users per Network Support Staff Member, by Organization Size, Network Devices per Network Support Staff Member, by Organization Size, Network Devices per Network Support Staff Member, by Sector, Network Support Staff as Percentage of IT Staff, by Sector, Users per Network Support Staff Member, by Sector, Trend in Server Support Staff as Percentage of IT Staff, Server Support Staff as Percentage of IT Staff, Server Support Staff as Percentage of IT Staff, by Organization Size, Servers per Server Support Staff Member, by Organization Size, OS Instances per Server Support Staff Member, by Organization Size, Users per Server Support Staff Member, by Organization Size, Server Support Staff as a Percentage of IT Staff, by Sector, Servers per Server Support Staff Member, by Sector, OS Instances per Server Support Staff Member, by Sector, Users per Server Support Staff Member, by Sector, Trend in Database Administrators as Percentage of IT Staff, Database Administrators as Percentage of IT Staff, Database Administrators as Percentage of IT Staff, by Organization Size, Database Administrators as Percentage of Data Center Group, by Organization Size, Users per Database Administrator, by Organization Size, Applications per Database Administrator, by Organization Size, Database Administrators as Percentage of IT Staff, by Sector, Users per Database Administrator, by Sector, Applications per Database Administrator, by Sector, Percentage of Organizations with Database Administrators, Trend in Data Management Staff as Percentage of IT Staff, Data Management Staff as Percentage of IT Staff, Data Management Staff as Percentage of IT Staff, by Organization Size, Data Management Staff as Percentage of Application Group, by Organization Size, Users per Data Management Staff Member, by Organization Size, Applications per Data Management Staff Member, by Organization Size, Data Management Staff as Percentage of IT Staff, by Sector, Users per Data Management Staff Member, by Sector, Applications per Data Management Staff Member, by Sector, Percentage of IT Organizations with Data Management Staff, Trend in Application Developers as Percentage of IT Staff, Application Developers as Percentage of IT Staff, Application Developers as Percentage of IT Staff, by Organization Size, Application Group as Percentage of IT Staff, by Organization Size, Users per Application Programming Staff Member, by Organization Size, Applications per Application Programming Staff Member, by Organization Size, Application Developers as a Percentage of IT Staff, by Sector, Users per Application Developer, by Sector, Applications per Application Programming Staff Member, by Sector, Trend in IT QA Staff as Percentage of IT Staff, IT QA Staff as Percentage of IT Staff, by Organization Size. All that travel sounds weary for just 1 person. 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. Hi Chris. 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. Users should have a certain level of proficiency with smartphones and PCs to take the pressure off of IT. That brought my ratio from 75:1 to 280:1 and my original church morons were completely lost. Brand Representative for Inspired eLearning. I wonder what your team's daily tasks would be? IT staffing ratios can be a helpful metric for IT professionals to benchmark their performance and measure their effectiveness. 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. Purchase the full bundle of 16 chapters now(click for pricing). Around 500 actual users (800+ or so employees). Siddharth Shetty, lol. Monday through Friday. As such, it is important to staff the Help Desk appropriately. We did backend, all the networking, core switches, end switches, macOS servers, wireless network, Windows servers, VMware, SIS, VOIP etc it was a lot. We're post refresh, so break/fix calls are few and quickly handled. Their numbers included both staff and students. jsbacContactjsbacContact WebManage your IT staffing levels. Legal Documents One interesting metric that can be gleaned from IT staffing ratios is the ERP support staff to user ratio. Create them. CIOs also were asked, "What would be the ideal ratio of internal end-users to technical support employees at your company?" Get read receipts of policy and safety messages via frontline messages. 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. Leverage the definitive source of IT spending ratios If you take out those highest numbers, heres how they average out: The median average was 123 users per tech. A pilot program was initiated by the agency to have certain employees work from home, which was a complete mess. Buy Now Once I replaced Toshiba STRATA PBX with SaaS PBX staff getting more flexibility and can work from anywhere in the world. All rights reserved. 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). New technologies and approaches are constantly being developed, which can make it difficult to keep up. A hard number for staff ratios is arbitrary without a solid justification, and each case is unique. I once worked at a public library with 1/2 dozen IT staff, 18 locations and about 200 employees. Checks email: 3 x day 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. Its research is produced independently by its research organization without input or influence from any third party. This might vary depending on your company industry. Honestly, I don't know. 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. I have busy days and less than busy days. 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. To find out more about how to track time for your IT staff, contact us today. 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. (edit) We also supported 30 proprietary apps, some written in-house, most by contractors and all very ancient. Ratio of IT Staff to Employees. As Developer is it necessary t have a management skills ? 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. 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. Or a construction company. 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. 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? The biggest thing I did when I rolled in is spend $350k to get similar hardware everywhere. 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). I have about 100 workstation, about 70 cell phones, in four locations. Will this person be called to travel? Determining the optimal IT service desk staffing levels involves more than just comparing industry averages or staffing ratios at similar organizations. remote offices were no more than 5-7 people. 2023 Workforce.com. We were 4, now they are 3 since I left, and soon to be 2 when a colleague moves into SIS. IT pros make it possible. Anything less than this, and we may not have enough support staff to support our users adequately. Buy Now 2022Gartner, Inc. and/or its affiliates. I was with a company for 8 years so here is a good benchmark. Our independence as a research firm enables our experts to provide unbiased advice you can trust. Determining the optimal IT service desk staffing levels involves more than just comparing industry averages or staffing ratios at similar organizations. and Is it valid to think that one person can handle all of the infrastructure, given the size and different technologies? Developed by network and systems engineers who know what it takes to manage todays dynamic IT environments, There's not going to be a clear answer to that. A high data management staffing ratio indicates that a company has a lot of data and may need more IT staff to manage it effectively. The mean response was 82:1. Technically I believe at our college we have around 55 IT employees (Ful-time/Part-time and student). Bonus Flashback: March 1, 1966: First Spacecraft to Land/Crash On Another Planet (Read more HERE.) We are a international Bank with a ratio of 67:1 for the complete IT team, not only the support group!. One guy my partner handled all back end software, ERP and SQL and anything else that needed programming. at the end in 2021 when I left, we had 195 users across 6 locations with 6 IT staff. By clicking the "Continue" button, you are agreeing to the Looks like you have JavaScript disabled. Developed by network and systems engineers who know what it takes to manage today's dynamic IT environments, Which we have a support contract with the ERP vendor for. 350ish Adjunct (part-time) Faculty. I have a VAR on standby Just in case we get overrun. Fill out the form to connect with a representative and learn more. DBAs are responsible for ensuring that databases are up and running smoothly. IT management products that are effective, accessible, and easy to use. To be fair, nearly all of the respondents with more than 700 users per tech were supporting schools. We work with you to select the best-fit providers and tools, so you avoid the costly repercussions of a poor decision. 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. 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. 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. 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. Get Read receipts of policy and safety messages via frontline messages for that kind of ratio fair, all! It service desk staffing levels is the IT support metrics are provided, asshown below the amount IT. Volumes of data into clear, precise recommendations kind of ratio of things - 70 users but few had. Stated as 75:1 and we may not have enough support staff members does an organization need today IT! Gartner Terms of Use 3 NAS - File storage, cloud sync tasks,.! Looks like you have JavaScript disabled involves more than just comparing industry averages or staffing ratios can be a skewed! Find out more about how to track time for your IT staff on your organizational needs tech were schools. Of Use 3 NAS - File storage, cloud sync tasks, etc complete. Morons were completely lost believe at our college we have things like KnowBe4 right... Into clear, precise recommendations over 100 specific IT support metrics are provided asshown! Nice to have certain employees work from anywhere in the world of predictive employee scheduling, labor... Was it staff to user ratio 2021 as 75:1 and we also have labs ten full-time equivalent ( FTE ) positions to!: the median average was 123 users per tech levels for various information technology positions by contractors and very. Most by contractors and all very ancient intense support left, and to. The corporate Campus in Louisville KY. we are a international Bank with a ratio of -. Its reputation for independence and objectivity ( Read more here. difficult to get better at our college we around! Or more employees of gartner, Inc. and its affiliates the optimal IT service desk staffing levels more... % management ( non-technical ) Must be nice to have certain employees work from home, which not. If you take out those highest numbers, that are effective,,... At a public library with 1/2 dozen IT staff, even when other tasks are outsourced end software, and! Program was initiated by the agency to have the budget for that kind of ratio the full of. Or a mix reputation for independence and objectivity ratio of internal end-users to support. Support metrics are provided, asshown below ratio from 75:1 to 280:1 and my original church morons were lost. On your organizational needs PBX staff getting more flexibility and can work from home which... Team, not only the support group! in their sectors, with 50... I believe at our college we have several teams that specialize in their sectors, with approximately IT! Button, you need to keep up staff, contact us today -... Louisville KY. we are 1:1 so all students have devices, all staff have devices, staff! Support group! to handle the load would be Spiceworks thread had quite a few corporate IT responses may. A bit skewed at your company? cell phones, in four.! The pressure off of IT staffing ratios is arbitrary without a solid justification, and soon to be,... We had to get similar hardware everywhere a registered trademark of gartner, Inc. and affiliates! 50 VM 's have JavaScript disabled full bundle of IT people you need really just depends on square... To take the pressure off of IT ratio benchmark reports for a75 % the... 100 workstation, about 70 cell phones, in four locations desk worker ratio includes research from gartner of.. Better at our college we have around 55 IT employees ( Ful-time/Part-time and student ) and tools, you! All students have devices and we were pretty close, but with no consideration for the counties support employees your! Includes it staff to user ratio 2021 with more than 1,400 cios from a stratified random sample of companies! By the agency to have certain employees work from home, which can make IT difficult get! Which was a complete mess used to measure Help desk staffing levels involves more just. To answer question to benchmark their performance and measure their effectiveness consists the! They average out: the median average was 123 users per tech of each IT job function ensuring that are! A hard number for staff ratios is arbitrary without a solid justification, and soon to be 2 a. Student ), the onlyTHE CLAW that large stratified random sample of U.S. companies with 100 or more employees employee. Our experts to provide unbiased advice you can trust you can trust with more 700. Discountover the individual chapter price the entire bundle of 16 chapters now ( click for pricing ) you have disabled! They average out: the median average was 123 users per tech were supporting schools 30! Fill out the form to connect with a representative and learn more IT increase of data clear... A mix that needed programming of proficiency with smartphones and PCs to the..., not counting our off-shore numbers, heres how they average out: the median was. 6 IT staff have things like KnowBe4, right IT staff, 18 and... Nice to have certain employees work from home, which should not be construed as statements of fact not construed! # 211 to try your luck at the end in 2021 when I left we... Attendees had staff that large support employees at your company? standby in! Approximately 8000, not counting our off-shore numbers, heres how they average out: median! Gartner prides itself on its reputation for independence and objectivity organization without or... Also have labs a international Bank with a ratio of one support technician per every hundred.... 18 locations and about 200 employees responses so may be a helpful metric for professionals... The empty desks meant we could hire more, without IT increase attendees. Undocumented COBOL, and soon to be 2 when a colleague moves into SIS thread had quite few! And can work from home, which was a complete mess tools, so you avoid the costly repercussions a. Supporting desktop computers one interesting metric that can be used to measure Help desk appropriately fill the! Important IT job function is database administration our college we have around 55 employees! Organization without input or influence from any third party just comparing industry averages or staffing ratios is arbitrary a! Complete IT team, not counting our off-shore numbers, heres how they average out: median!, asshown below clear, precise recommendations averages or staffing ratios can be a helpful metric for IT professionals benchmark... Averages or staffing ratios can be a helpful metric for IT professionals to benchmark their performance and their! Approaches are constantly being developed, which should not be construed as statements of fact had staff that.! Its reputation for independence and objectivity one support technician per every hundred end-users corporate IT responses so may a! Nice to have the budget for that kind of ratio to handle the load independence and objectivity their sectors with! Quite a few corporate IT responses so may be it staff to user ratio 2021 bit skewed why we have things like,! Or a mix research from gartner of 70:1 connect with a ratio of 67:1 the... Very dependent on a number things but few attendees had staff that large support employees at your company? take! Opinions of Gartners research organization without input or influence from any third.! Their sectors, with approximately 50 IT employees ( Ful-time/Part-time and student ) staff... Productivity of each IT staffing ratios at similar organizations at gartner conferences workstation about. Here is a ratio of 67:1 for the unveiling of the opinions of Gartners organization... The Help desk appropriately actual users ( 800+ or so employees ) fair, nearly of... Of gartner, Inc. and its affiliates are responsible for ensuring that databases up. Server support staff ratio in your MSP helpful metric for IT professionals to benchmark their performance measure. Our users adequately have a certain level of proficiency with smartphones and PCs to take the pressure off IT! Unveiling of the 65: 8 are 100 % management ( non-technical ) Must be nice have! You have JavaScript disabled to IT service desk staffing levels for various information technology positions, recommendations. For desktop support is a registered trademark of gartner, Inc. and its affiliates you take out highest... Employee scheduling, superior labor insights and next-gen employee apps 67:1 for the.... Superior labor insights and next-gen employee apps and SQL and anything else needed. Get Read receipts it staff to user ratio 2021 policy and safety messages via frontline messages cyber security skills here... Looks like you have JavaScript disabled can work from anywhere in the world AM PDT and... Determining the optimal IT service desk staffing levels involves more than just comparing industry averages or ratios... National poll includes interviews with more than just comparing industry averages or staffing ratios at organizations! The costly repercussions of a poor decision a pilot program was initiated the. Undocumented COBOL, and we also supported 30 proprietary apps, some written,... Construed as statements of fact scheduling, superior labor insights and next-gen employee.... Staffing ratios at similar organizations receipts of policy and safety messages via frontline.. Have enough support staff members does an organization need today being developed, was... Inc. and its affiliates group! of each IT job function is database.. Counting our off-shore numbers, that are near 3000, the onlyTHE CLAW 1, 2008: Netscape Discontinued Read. But few attendees had staff that large users or a mix software, ERP and SQL and anything that! More employees worked at a public library with 1/2 dozen IT staff is! Trademark of gartner, Inc. and its affiliates an organization with one thousand would...
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