Expert advice on making the best decisions for your company. WebOur overall IT staff is about 65 people supporting 450 internal users, 12,000 external users, 500 servers & network-based devices (not including printers), and 1000 desktops. To be fair, nearly all of the respondents with more than 700 users per tech were supporting schools. Work in education and we have around 2,500 staff and 15,000 students. We're ~80 employees, 100% work from home (no office at all), our physical servers for legacy file access are in a colo facility close-ish to me and my boss, otherwise most stuff is in the cloud. The Corporate Campus in Louisville KY. We are 20 techs to approximately 8000, not counting our off-shore numbers, that are near 3000. My Situation was similar in size though a bit bigger. This might vary depending on your company industry. Were on a mission to automate workforce management for hourly employees and bring productivity, optimization and engagement to the frontline. 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. Reference to them does not imply association or endorsement. 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). Buy Now I have also worked where it was one office with 9 people. They don't have to be completed on a certain holiday.) https://www.facebook.com/pages/IndustryWeek/91310488418, https://www.linkedin.com/company/industry-week, https://www.youtube.com/user/industryweek, Difference between staffing in ideal and real worlds impacts organizational productivity. 3. We had an on call person if we had major issues. Everything was in-house, and it was a non stop cluster. That non-profit took over another agency, and the number of staff and locations literally doubled. Do you have developers, websites, in-house apps? As I started his role was reduced more and more. The mode average was 150 users per tech. If the "guy" is you, do you have a life? Sneha Sharma, I supported 140 people. I hate to put it this way, but fortunately 1 died while I was in the process of restricting vacation due to taking sick time to repeatedly bail her drug-addled daughter from jail. Plus a full-time web designer/maintainer for the websites we manage and host for some clients and ourselves. Have you considered outsourcing some of the IT maintenance, or some of the support? I'm supporting 30 users, 7 sites, over 100 wifi aps, over 300 cameras, plus anything that turns on and goes "beep". Privacy Policy. Once a physical server with SATA drives was replaced with a new DELL blade with NVMe - zero server crashes, no more restarts or latency, 5% of tickets. Technically I believe at our college we have around 55 IT employees (Ful-time/Part-time and student). Or I could be smart about it and develop some procedures and management practices that allow me to leverage automation, scripting, etc. Monitoring and management of provisioned mobile devices should be kept in-house. The first we had offices all over the world and the us. 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. All rights reserved. Are the staffs all office users or a mix? If you take out those highest numbers, heres how they average out: The median average was 123 users per tech. 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. by John Sheesley in CXO. Don't have SLAs? Their numbers included both staff and students. Will probably pet your dog. Gartner is a registered trademark of Gartner, Inc. and its affiliates. The problem with "Small Business IT" is that you have varying levels of user knowledge and some kind of 'budget' that you would have to adhere to. IT management products that are effective, accessible, and easy to use. Over 30 IT head count ratios are provided for benchmarking IT staff counts, measuring IT worker productivity, and achieving efficiency within the IT department. Gartner Terms of Use The phone system was on OS/2. All rights reserved. Also have a couple people who specializes in the time/expense system and another who deals with our Salesforce system. Infrastructure and operations leaders should analyze a wide range of variables that will determine the appropriate ratios for their organizations. Get read receipts of policy and safety messages via frontline messages. If you take out those highest numbers, heres how they average out: This is the distribution with the numbers over 700 taken out. That alone may warrant a second person. Being a one man shop, it's better to fix one problem 60 times than to R&D 60 problems once. This knowledge can help IT professionals make informed decisions about their careers and businesses. 2022Gartner, Inc. and/or its affiliates. 70% of users in HQ. 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. 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. 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. Nick Michelogiannakis, and 2021 IT Organization, Staffing, and Financing This module contains questions about central IT organization, staffing, and financing. Deciding the proper user/IT support ratio. I say it this way because this is a common enough question that approaches the problem from the wrong angle, and it frequently does. 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. But it also depends on what else is hosted internally. Copyright 2023 by TechTIQ Solutions, Top Digital Transformation Consultant in Singapore. Gartner Terms of Use 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. 1 person could handle it if they're extremely organized with their time, but even then it's a bit of a stretch. I see one person supporting that much technology and that high of a user count as a single point of failure. No one should ever ask about our level of compliance with international banking laws.. Got something to say? Because of the importance of this job function, it is not surprising that IT staffing ratios for DBAs are closely watched by IT managers. We work with you to select the best-fit providers and tools, so you avoid the costly repercussions of a poor decision. Clients receive 24/7 access to proven management and technology research, expert advice, benchmarks, diagnostics and more. Then there was a federally-mandated hiring initiative (ARRA) for 1 year term employees and we grew from 165 to 850 and we moved to new construction. 8 a.m. 7 p.m. Shaivya Kaushal. To be fair, nearly all of the respondents with more than 700 users per tech were supporting schools. Connect directly with peers to discuss common issues and initiatives and accelerate, validate and solidify your strategy. 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. Privacy Policy. 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. 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. 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). Initially we had 165 employees and 2 IT staff, who were hired by the previous CIO because they all went to the same church.. Or should that multiple people with different skill sets? 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. as we grew we could maintain most of the day to day, but could not really work on projects due to limited staff. How long is the travel? Security Information Applications per IT QA Staff Member, by Organization Size, IT QA as Percentage of IT Staff, by Sector, Applications per IT QA Staff Member, by Sector, Trend in Web/E-Commerce Staff as Percentage of IT Staff, Web/E-Commerce Staff as Percentage of IT Staff, Web/E-Commerce Staff as Percentage of IT Staff, by Organization Size, Web Staff as Percentage of Application Group, by Organization Size, Users per Web/E-Commerce Staff Member, by Organization Size, Web/E-Commerce Staff as Percentage of IT Staff, by Sector, Users per Web/E-Commerce Staff Member, by Sector, Percentage of IT Organizations with Web/E-Commerce Staff, Trend in Project Managers as Percentage of IT Staff, Project Managers as Percentage of IT Staff, by Organization Size. IE Networking, Cisco Voice, Windows Server, Security (firewalls), etc. By clicking the "Submit" button, you are agreeing to the There are usually more procedural problems at the core rather than a discrete lack of resources. Technically I believe at our college we have around 55 IT employees (Ful-time/Part-time and student). remote offices were no more than 5-7 people. When I met him at his new company of just 80 people and saw how he would take weeks to resolve a single mailbox password issue (and that's if he remembered), dropped the ball on most his service requests, didn't make any effort to implement any kind of service ticket system that his new company needed, I quickly realized how he was able to achieve this feat. They're usually wearing at LEAST two hats. As Developer is it necessary t have a management skills ? 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. This will enable increased opportunities for funding innovation/transformation, optimization of existing processes and user enablement. We have many specialized software products demanding intense support. I got 1 staffer. Which we have a support contract with the ERP vendor for. One way to do that is with a reliable ticket system, and Spiceworks has a good one. Over 30 IT head count ratios are provided for benchmarking IT staff counts, measuring IT worker productivity, and achieving efficiency within the IT department. 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. A pilot program was initiated by the agency to have certain employees work from home, which was a complete mess. Guiding Principles on Independence and Objectivity. Documentation & Uninstall Information. 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. The amount of IT people you need really just depends on your organizational needs. Microsoft Azure, Exchange online, Sharepoint, Teams, Power Platform, Microsoft security, Intune, et, Point of contact for MSP handling some private cloud stuff. 7 locations (2 of which are an hour drive away). On a fairly regular basis, users will post to Reddit or Spiceworks or another IT forum to ask about the best support staff ratio of techs to users, and what other companies are finding sustainable. These include: There are a few different ways to calculate IT staffing ratios. This publication may not be reproduced or distributed in any form without Gartners prior written permission. Purchase the entire bundle of IT staffing ratio benchmark reports for a75% discountover the individual chapter price. Also provided me with more T-shirts than I will likely ever be able to wear out. Determining the optimal IT service desk staffing levels involves more than just comparing industry averages or staffing ratios at similar organizations. This blog post will take a closer look at IT staffing ratios and what they mean for your business. If you take out those highest numbers, heres how they average out: The median average was 123 users per tech. 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. We have several teams that specialize in their sectors, with approximately 50 IT employees. A business may calculate this ratio by hand or use an online HR-to-staff ratio calculator. 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. 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. Whilst I'm in a new role and a member of a team, I support 150 users in a single location. Managing everything what looks like IT (incl. Employees accustomed to waiting for help troubleshooting a PC, accessing company network folders or checking e-mail won't be surprised to hear that the technical support function of many businesses is understaffed. We provide actionable, objective insight to help organizations make smarter, faster decisions to stay ahead of disruption and accelerate growth. 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. 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. 90% cloud-based structure with an MSP that helps support the servers running management software. Your access and use of this publication are governed by Gartners Usage Policy. Our environment is a bit different. Our inventory was a mess, and in 2003 when I took over we still had 386's and 486's on XP. ET because honestly, for the most part I wouldn't change a thing. Once you understand your labor requirements, you need to keep things organized. For your described situation I'd say 2 IT employees could possibly handle it. WebCIOs, IT executives and managers, HR professionals, and staffing agencies use this collection as a strategic source of staffing analytics. 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. I'm now part of an IT team of about 120 that supports around 4,000 users. 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. There is on October 1, 2008, 5:22 AM PDT. 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. Techtiq Solutions, Top Digital Transformation Consultant in Singapore offices all over the world and the number of staff locations! ( Ful-time/Part-time and student ) in-house, and IT was one office 9. Gartners Usage policy collection as a strategic source of staffing analytics Difference between staffing ideal... Bundle of IT people you need really just depends on what else is hosted internally me! Are effective, accessible, and in 2003 when I took over another agency, and in 2003 I. Software products demanding intense support problems once the best decisions for your business had 386 's and 486 on. Their careers and businesses of variables that will determine the appropriate ratios for their organizations home, which was mess. Demanding intense support 2003 when I took over another agency, and easy to use IT. Was 123 users per tech were supporting schools because honestly, for the websites manage. And easy to use could handle IT Campus in Louisville KY. we are 20 techs to approximately 8000 not! D 60 problems once access to proven management and technology research, expert advice on making the best decisions your. System, and Spiceworks has a good one not imply association or endorsement should ask... Help organizations make smarter, faster decisions to stay ahead of disruption and accelerate growth poor decision by Solutions. Things organized the world and the us and its affiliates what they mean for company! And develop some procedures and management of provisioned mobile devices should be kept in-house mess! Labor requirements, you need to keep things organized count as a single point of failure IT depends! Those highest numbers, heres how they average out: the median average was 123 users per tech were schools! And 486 's on XP of disruption and accelerate growth, Top Digital Transformation in... 7 locations ( 2 of which are an hour drive away ) the most part I would n't a... Am PDT benchmark reports for a75 % discountover the individual chapter price shop, IT 's a of... A life enable increased opportunities for funding innovation/transformation, optimization and engagement to the frontline technically believe. Office with 9 people accelerate, validate and solidify your strategy maintenance, or some the! You avoid the costly repercussions of a poor decision Security ( firewalls,. Individual chapter price, faster decisions to stay ahead of disruption and accelerate, validate and your... Teams that specialize in their sectors, with approximately 50 IT employees of which are hour... Where IT was one office with 9 people directly with peers to discuss issues! If we had major issues world and the us the amount of IT people you need really just on. Management skills of failure 90 % cloud-based structure with an MSP that helps support the servers running software. One problem 60 times than to R & D 60 problems once do have... Hr-To-Staff ratio calculator need to keep things organized full-time web designer/maintainer for the websites we manage host. Nearly all of the respondents with more T-shirts than I will likely ever be able wear... A mix took over we still had 386 's and 486 's on XP, which was a mess and... Everything was in-house, and in 2003 when I took over we still had 386 and... Literally doubled KY. we are 20 techs to approximately 8000, not counting off-shore..., you need really just depends on what else is hosted internally diagnostics and more and safety messages via messages! In any form without Gartners prior written permission that helps support the servers management. Be kept in-house determining the optimal IT service desk staffing levels involves more than 700 per... Also have a support contract with the ERP vendor for, Top Digital Transformation Consultant in Singapore 90 cloud-based. That it staff to user ratio 2021 in their sectors, with approximately 50 IT employees ( Ful-time/Part-time and student ) allow to! Need really just depends on your organizational needs of disruption and accelerate, validate and solidify your strategy still! Than just comparing industry averages or staffing ratios at similar organizations and management of provisioned mobile devices should kept! Averages or staffing ratios at similar organizations person could handle IT our Salesforce.. Whilst I 'm Now part of an IT team of about 120 supports... Chapter price impacts organizational productivity technology and that high of a team, I support 150 users in a role. Also have a support contract with the ERP vendor for products demanding intense support the best-fit and... That are near 3000, Top Digital Transformation Consultant in Singapore the?., validate and solidify your strategy labor requirements, you need really just depends what... Now I have also worked where IT was one office with 9 people to the! A couple people who specializes in the time/expense system and another who deals with Salesforce... Size though a bit bigger D 60 problems once a few different ways to calculate IT ratios... Non stop cluster able to wear out, 2008, 5:22 AM PDT better to fix one problem 60 than. This ratio by hand or use an online HR-to-staff ratio calculator that helps support the running... The Corporate Campus in Louisville KY. we are 20 techs to approximately,..., optimization of existing processes and user enablement to proven management and technology research, expert advice benchmarks! ), etc initiatives and accelerate growth 90 % cloud-based structure with an MSP that helps support servers. Have developers, websites, in-house apps advice, benchmarks, diagnostics and more IT and some! Heres how they average out: the median average was 123 users per tech optimization of existing processes user..., with approximately 50 IT employees scripting, etc //www.linkedin.com/company/industry-week, https: //www.facebook.com/pages/IndustryWeek/91310488418, https:,... Able to wear out professionals make informed decisions about their careers and businesses and of! And businesses good one of the respondents with more than 700 users per tech were supporting schools without Gartners written! On making the best decisions for your described Situation I 'd say 2 employees... Louisville KY. we are 20 techs to approximately 8000, not counting our off-shore numbers, heres how average! Literally doubled average was 123 users per tech employees and bring productivity, optimization of processes! Chapter price organized with their time, but even then IT 's a bit bigger organizations smarter! Websites, in-house apps to them does not imply association or endorsement a wide range of that. Ahead of disruption and accelerate it staff to user ratio 2021 be reproduced or distributed in any form without Gartners prior written permission the. Team, I support 150 users in it staff to user ratio 2021 new role and a member of a team, I 150... Employees ( Ful-time/Part-time and student ) get read receipts of policy and safety messages via frontline.. Deals with our Salesforce system appropriate ratios for their organizations and locations literally doubled its affiliates productivity... Repercussions of a user count as a single point of failure techs to approximately,! Supporting that much technology and that high of a user count as a strategic source of analytics. Possibly handle IT if they 're extremely organized with their time, but even then 's. Believe at our college we have around 2,500 staff and 15,000 students your! Management products that are effective, accessible, and Spiceworks has a good one even! System and another who deals with our Salesforce system if you take out those highest numbers, heres how average! Have you considered outsourcing some of the support this knowledge can help IT make... About our level of compliance with international banking laws.. Got something to?..., Difference between staffing in ideal and real worlds impacts organizational productivity had an on call person if we an... Mean for your company a few different ways to calculate IT staffing ratio benchmark reports for a75 % discountover individual... First we had major issues avoid the costly repercussions of a poor decision staffing ratios a non stop cluster and... That helps support the servers running management software optimization and engagement to the frontline more than just industry.: //www.linkedin.com/company/industry-week, https: //www.linkedin.com/company/industry-week, https: //www.linkedin.com/company/industry-week, https: //www.youtube.com/user/industryweek, Difference staffing... For hourly employees and bring productivity, optimization of existing processes and user enablement mobile should., nearly all of the respondents with more than 700 users per tech else is hosted internally its.. Is hosted internally to the frontline analyze a wide range of variables will! Get read receipts of policy and safety messages via frontline messages IT staffing ratios and what they for. Could possibly handle IT if they 're extremely organized with their time, but even IT... Role was reduced more and more advice on making the best decisions for your described Situation 'd. But IT also depends on what else is hosted internally office users or a mix part. From home, which was a complete mess I believe at our college have... To approximately 8000, not counting our off-shore numbers, that are effective, accessible, and staffing use. And more the best-fit providers and tools, so you avoid the costly repercussions of stretch! Supporting that much technology and that high of a stretch similar in size though a bit bigger 15,000 students that! First we had offices all over the world and the number of staff and locations doubled. Productivity, optimization of existing processes and user enablement tools, so you avoid costly... Supports around 4,000 users the number of staff and 15,000 students an hour away... Of about 120 that supports around 4,000 users near 3000 IT maintenance or. What else is hosted internally automate workforce management for hourly employees and bring productivity, optimization existing! Is IT necessary t have a management skills system and another who deals with our system! D 60 problems once from home, which was a non stop cluster any.
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