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. Buy Now Streams Netflix: 5 hrs day By understanding IT staffing ratios, IT professionals can gain insights into how well they are staffed concerning their workload. 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. 1 Linux test box for playing around with self hosted stuff on. Scrolls Twitter m t.co/DuZMOvn2Lq. The IT industry average for desktop support is a ratio of one support technician per every hundred end-users. It's not realistic and ignores pretty much everything about the environment and any other variable. 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. I have around 120 staff but, I cant imagine what other 4 IT personnel would do. This ratio can give us an idea of how well our ERP system is supported. Now, this part can technically be done by a 3rd party. If you are all chasing your own tail with helpdesk and maintenance, you are shorthanded. 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. on October 1, 2008, 5:22 AM PDT. Get read receipts of policy and safety messages via frontline messages. We work with you to select the best-fit providers and tools, so you avoid the costly repercussions of a poor decision. Join your peers for the unveiling of the latest insights at Gartner conferences. there were things we wanted to do but there really wasn't time. Documentation & Uninstall Information. Are we under-staffed or over-staffed in each of these IT jobs? I like varied challenges, and I've studied some coding in the past on my own, so I was able to get it done. Not only is Gartner research unbiased, it also contains key take-aways and recommendations for impactful next steps. For further information, see Guiding Principles on Independence and Objectivity. We were 4, now they are 3 since I left, and soon to be 2 when a colleague moves into SIS. Each IT staffing benchmark reports include our recommendations for optimizing the productivity of each IT job function. 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. Using an online system to create teams with specific pay rates helps cut down on payroll admin time. 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. I wonder what your team's daily tasks would be? My company actually walks their talk about work-life balance and gets on us if we're not taking time off for ourselves. This blog post will take a closer look at IT staffing ratios and what they mean for your business. 1 person could handle it if they're extremely organized with their time, but even then it's a bit of a stretch. So I don't mind the employee to IT ratio. 120 users across 3 offices? Initially we had 165 employees and 2 IT staff, who were hired by the previous CIO because they all went to the same church.. As such, it is important to staff the Help Desk appropriately. On Spiceworks, many people responded with details about the environments they supportand the range was notable. 2023Gartner, Inc. and/or its affiliates. At TechTIQ Solutions, we are your mosttrusted software development companyanddigital transformation consultant partnerand are focused on getting projects done accurately, effectively and efficiently. Over 30 IT head count ratios are provided for benchmarking IT staff counts, measuring IT worker productivity, and achieving efficiency within the IT department. Over 100 specific IT support metrics are provided, asshown below. Many of you are being taken advantage of and/or being severely overworked. We did backend, all the networking, core switches, end switches, macOS servers, wireless network, Windows servers, VMware, SIS, VOIP etc it was a lot. I was eventually able to support all 140 people. What happens when you take leave? Our inventory was a mess, and in 2003 when I took over we still had 386's and 486's on XP. This question cannot and should not be answered by a concrete A:B ratio response. For further information, see Guiding Principles on Independence and Objectivity. 70% of users in HQ. Some of these responses make me really sad. 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). How much IT staff do you need: Lessons for leaders. What are typical staffing levels for various information technology positions? SolarWinds has a deep connection to the IT community. There is 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"). There's not going to be a clear answer to that. Pay employees for time worked, and monitor labor costs in real time. The IT industry average for desktop support is a ratio of one support technician per every hundred end-users. 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. An important consideration is whether to analyze the IT staff to employee ratio or the IT staff to user ratio. All rights reserved. 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. Legal Documents The IT Help Desk is one of the most important functions in any organization. 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). is one of the most important functions in any organization. 100 staff across 18 sites in a 200-mile radius will need more IT staff than 100 people in a single building. 2021 IT Organization, Staffing, and Financing This module contains questions about central IT organization, staffing, and financing. 8 a.m. 7 p.m. Our department is around 12 people with different degrees of roles. Can we justify hiring additional IT support personnel, or should we be cutting the IT staff size? This means that an organization with one thousand employees would have ten full-time equivalent (FTE) positions dedicated to supporting desktop computers. One way is to look at the number of IT staff members related to the number of users they support. Will this person be called to travel? IT QA Staff as Percentage of Application Group, by Organization Size. You could have 1 or 2 people supporting 5000 users and they just outsource everything. I have also worked where it was one office with 9 people. Siddharth Shetty, And over 200 student employees. Were offering this special bundle, packed with over 100 figures and more than 200 pages of benchmarks, at a75% discountover the cost of these 16 reports if purchased separately. The mode average was 150 users per tech. I am the Sys Admin and manage and monitor all network functions and servers as well. The median average was 123 users per tech. 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. Users should have a certain level of proficiency with smartphones and PCs to take the pressure off of IT. Sick? If the "guy" is you, do you have a life? Come see what were building in the world of predictive employee scheduling, superior labor insights and next-gen employee apps. The right time and attendance system automatically calculates timesheets for you and lets you see in real-time who is working where and for how long. The way I figured it, I can be flexible. 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). 2023Gartner, Inc. and/or its affiliates. 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? This publication may not be reproduced or distributed in any form without Gartners prior written permission. As Developer is it necessary t have a management skills ? If you are solo supporting 120-ish folks, you will probably need some help soon if you didn't need it last week. 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. Ratio of IT Staff to Employees. Some essential tasks are best done by internal IT staff, even when other tasks are outsourced. Your access and use of this publication are governed by Gartners Usage Policy. Developed by network and systems engineers who know what it takes to manage today's dynamic IT environments, Stop by Booth #211 to try your luck at the one, the onlyTHE CLAW! Without some tribal knowledge involved in the process, the results can become detached from reality. (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. This knowledge can help IT professionals make informed decisions about their careers and businesses. 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. 2019 SolarWinds Worldwide, LLC. The ideal DBA staffing ratio is often said to be one DBA per database. Determining the optimal IT service desk staffing levels involves more than just comparing industry averages or staffing ratios at similar organizations. CIOs also were asked, "What would be the ideal ratio of internal end-users to technical support employees at your company?" that was ~4500.00 per month for 50 VM's. 2021 IT Organization, Staffing, and Financing This module contains questions about central IT organization, staffing, and financing. Reference to them does not imply association or endorsement. Eric Stegman, 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. Syncing it with a scheduling system makes it even easier to see wage and hour variances. 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. All that travel sounds weary for just 1 person. Do you expect that one guy to ever take a vacation? by John Sheesley in CXO. It entirely depends on the users, applications, server infrastructure, and projects. the third person handled our pricing data for what we did, which was half her time in IT. Login or Brand Representative for Inspired eLearning. How many server support staff members does an organization need today? How many server support staff members does an organization need today? 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. Hi all, I'm curious to get thoughts on the following: The environment I am looking at is approximately 120 staff across 3 offices, located both domestically and internationally. Top 10 Best Practices for Designing a Successful eCommerce Website, 5 Examples of Digital Transformation Mistakes that Your Business Must Avoid, Top 10 Ecommerce Trends to Consider for Your Business 2022, Top 10 Growing Trends in Mobile App Development for 2022, Top 5 Popular Digital Transformation Trends in Singapore 2022, digital transformation consultant partner. I was at a school with over 1000 students, and nearly 200 faculty and staff, mixed environment, 90% macOS and 10% Windows. Depends on the industry , I know law should be 1 IT person per 32. 80% WFH with users living across the country (one person in Canada). Get actionable insights from practitioners. Didn't find what you were looking for? The question usually comes from an overworked tech whos drowning in tickets and trying to understand whats considered. I figured we could do 1 or 2 major projects in a year. This publication may not be reproduced or distributed in any form without Gartners prior written permission. Learn how to simplify employee scheduling, optimize labor costs across locations, and help managers make the right decisions in the moment. at the end in 2021 when I left, we had 195 users across 6 locations with 6 IT staff. Purchase the full bundle of 16 chapters now(click for pricing). 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 pilot program was initiated by the agency to have certain employees work from home, which was a complete mess. on October 1, 2008, 5:22 AM PDT. How many people per office? Infrastructure and operations leaders should analyze a wide range of variables that will determine the appropriate ratios for their organizations. Infrastructure and operations leaders should analyze a wide range of variables that will determine the appropriate ratios for their organizations. As such, it is important to staff the Help Desk appropriately. Please turn it on so you can see and interact with everything on our site. Our independence as a research firm enables our experts to provide unbiased advice you can trust. Anything less than this, and we may not have enough support staff to support our users adequately. Buy Now Whats the ideal ratio support staff ratio in your MSP? Our research practices and procedures distill large volumes of data into clear, precise recommendations. I say it this way because this is a common enough question that approaches the problem from the wrong angle, and it frequently does. There's a lot of details to consider. 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. Monday through Friday. 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. 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. 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). 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). Approve PTO, make schedule changes, and engage employees on the go. One metric that can be used to measure Help Desk staffing levels is the IT Support Ratio. Work in education and we have around 2,500 staff and 15,000 students. No one should ever ask about our level of compliance with international banking laws.. Got something to say? Expert advice on making the best decisions for your company. 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. In a company that is of <300 users this is just some kind constant math problem that your accounting department is going to be doing of "should I hire a better person in house" or "should I just consider this additional category of questions". 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. 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. What Does It Mean for Manufacturers? IT management products that are effective, accessible, and easy to use. Welcome to the Snap! A good rule of thumb is that there should be one support staff member for every 50 users. It depends on the complexity of the IT and how often users have faults vs pro-active maintenance. The IT industry is a rapidly changing landscape. The infrastructure is primarily a Windows Server based server infrastructure (AD, SQL, RDS) and Cisco Voice Servers and systems. Our independence as a research firm enables our experts to provide unbiased advice you can trust. The Corporate Campus in Louisville KY. We are 20 techs to approximately 8000, not counting our off-shore numbers, that are near 3000. If you take out those highest numbers, heres how they average out: The median average was 123 users per tech. See the returns youll get from an automated and more efficient hourly workforce. We are a global organisation. Which we have a support contract with the ERP vendor for. or check out the IT Management forum. 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. Maybe you have 5 users but you run multiple datacenters. Once you understand your labor requirements, you need to keep things organized. 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. By clicking the "Continue" button, you are agreeing to the jsbacContactjsbacContact Chris Matchett. Infrastructure and operations leaders should analyze a wide range of variables that will determine the appropriate ratios for their organizations. 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. You should look at Humana Insurance. ET FTC Proposes Banning Noncompete Clauses. 153 users, 171 laptops/desktops, 180 mobile devices. 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.
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