Were on a mission to automate workforce management for hourly employees and bring productivity, optimization and engagement to the frontline. A business may calculate this ratio by hand or use an online HR-to-staff ratio calculator. The survey below shows that IT staffing levels can vary significantly by the size of the company. Around 500 actual users (800+ or so employees). 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. For further information, see Guiding Principles on Independence and Objectivity. Monday through Friday. by John Sheesley in CXO. 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. To be fair, nearly all of the respondents with more than 700 users per tech were supporting schools. They don't have to be completed on a certain holiday.) Their numbers included both staff and students. Are we under-staffed or over-staffed in each of these IT jobs? The median average was 123 users per tech. and 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. Clients receive 24/7 access to proven management and technology research, expert advice, benchmarks, diagnostics and more. You must work for some black ops company with a bottomless pit of cash. The condition of the office was really bad. Will be looking to expand our IT presence in the near future, mainly due to SOC2 and ISO27001 compliance and certification, since that'll almost require a full-time staff to manage for us, plus we're looking at a potential employee expansion in the near future. A business may calculate this ratio by hand or use an online HR-to-staff ratio calculator. We had an on call person if we had major issues. All rights reserved. And the mean average was about 161 users per tech. My Situation was similar in size though a bit bigger. Deciding the proper user/IT support ratio. It's been a wild ride. 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. The mode average was 150 users per tech. Welcome to the Snap! 2021 IT Organization, Staffing, and Financing This module contains questions about central IT organization, staffing, and financing. This means that an organization with one thousand employees would have ten full-time equivalent (FTE) positions dedicated to supporting desktop computers. 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. I have about 100 workstation, about 70 cell phones, in four locations. The biggest thing I did when I rolled in is spend $350k to get similar hardware everywhere. If you don't take it, it pours. 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. Their numbers included both staff and students. 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). So this can be covered by approx. The mode average was 150 users per tech. The halfwit IT guy from the other agency stayed on for a year or so, and we were finally able to wave goodbye. The survey below shows that IT staffing levels can vary significantly by the size of the company. jsbacContactjsbacContact All rights reserved. Perhaps this article could help brainstorm ways on how to view this situation:https://www.hpe.com/us/en/insights/articles/how-much-it-staff-do-you-need-1909.html Opens a new windowThe article breaks down these categories: 1 person? The empty desks meant we could hire more, without IT increase. 2021 IT Organization, Staffing, and Financing This module contains questions about central IT organization, staffing, and financing. Fill out the form to connect with a representative and learn more. Ryan has worked as an advertising and marketing professional for over 12 years, working with leading global brands in Canada and internationally. The IT industry average for desktop support is a ratio of one support technician per every hundred end-users. 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. Survey results also indicated that CIOs from the largest companies (greater than 1,000 employees) were closest to their ideal level of technical support, with a ratio of end-users to IT staff of 118:1 versus an ideal of 82:1. In a new survey, chief information officers (CIOs) polled said their companies technical support teams are, on average, 40% smaller than they optimally should be. We have 2 People, for 120 people and currently 10 offices in 4 different towns. 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. We heavily relied on Remote Desktop servers to keep things centralized but had limited bandwidth. Its common to hear the IT service desk staff has become so swamped with work they feel like IT firefighters, working long hours and straining to keep the companys IT infrastructure functioning during business hours and throughout the nights and weekends. Search the forums for similar questions Your access and use of this publication are governed by Gartners Usage Policy. It consists of the opinions of Gartners research organization, which should not be construed as statements of fact. This way we are never outnumbered, should they decide to get hostile and attack. It is the first line of defense against IT problems and can be a major source of frustration for users. CIOs also were asked, "What would be the ideal ratio of internal end-users to technical support employees at your company?" The question usually comes from an overworked tech whos drowning in tickets and trying to understand whats considered. Build schedules, optimize staffing levels, and manage labor costs. Hi Chris. Please turn it on so you can see and interact with everything on our site. 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. We offer one-on-one guidance tailored to your mission-critical priorities. 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. Do you have developers, websites, in-house apps? that was ~4500.00 per month for 50 VM's. Of the 65: 8 are 100% management (non-technical) Come see what were building in the world of predictive employee scheduling, superior labor insights and next-gen employee apps. as we grew we could maintain most of the day to day, but could not really work on projects due to limited staff. We are a global organisation. 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. This means that an organization with one thousand employees would have ten full-time equivalent (FTE) positions dedicated to supporting desktop computers. The Corporate Campus in Louisville KY. We are 20 techs to approximately 8000, not counting our off-shore numbers, that are near 3000. Phones, ATMs, etc) in 12 countries. Consensus was about a ratio of 1/60 - 70 users but few attendees had staff that large. Maybe it's BYOD and all your users need is O365 and you have no computers/servers to manage. 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. Gartner Terms of Use Whats the ideal ratio support staff ratio in your MSP? Use AI to guide staffing levels based on sales, foot traffic, and more. We were also out of IP addresses since the last CIO never asked for 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. Deciding the proper user/IT support ratio. Privacy Policy. 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. Documentation & Uninstall Information. and staffing metrics for over 25 industry and government sectors. The mode average was 150 users per tech. 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). Has it changed over time as youve brought on new clients or systems? 8 a.m. 5 p.m. GMT Of the 65: 8 are 100% management (non-technical) IMO, It's manageable by one experienced person, or maybe two who aren't as experienced. Gartner clients canlog into access the full library. Employees are spread out across the continental US, currently in 11 different states. How Does Augmented Reality Address Top Business Priorities? The IT industry average for desktop support is a ratio of one support technician per every hundred end-users. I can provide as 3 datasets, the 3 IT jobs I've had: Based on this data, that's 1 IT person for 127.5 users. All that travel sounds weary for just 1 person. 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. Over 30 IT head count ratios are provided for benchmarking IT staff counts, measuring IT worker productivity, and achieving efficiency within the IT department. We cover all of that. On the high end was one company with one tech for every 3,400 users. Siddharth Shetty, Initially we had 165 employees and 2 IT staff, who were hired by the previous CIO because they all went to the same church.. 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. By clicking the "Continue" button, you are agreeing to the Just don't expect miracles, because I can't do that. Gartner Terms of Use Our department is around 12 people with different degrees of roles. Or a software development firm. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. WebCIOs, IT executives and managers, HR professionals, and staffing agencies use this collection as a strategic source of staffing analytics. How many server support staff members does an organization need today? For this reason, I like to have at least 4 IT staff per 1 non-IT staff. remote offices were no more than 5-7 people. and Here is what I found. 70% of users in HQ. We have 5 people for approximately 12k devices and 1500 users. What happens when you take leave? Reference to them does not imply association or endorsement. Purchase the full bundle of 16 chapters now(click for pricing). Which we have a support contract with the ERP vendor for. Create them. Nick Michelogiannakis, When it comes to IT staffing 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. Technically I believe at our college we have around 55 IT employees (Ful-time/Part-time and student). 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. Like many IT professionals, Lizs entry into the tech industry was unconventional. Over 100 specific IT support metrics are provided, asshown below. SolarWinds has a deep connection to the IT community. The first we had offices all over the world and the us. This publication may not be reproduced or distributed in any form without Gartners prior written permission. How much IT staff do you need: Lessons for leaders. Every IT function needs redundancy, that includes staff. 1 Linux test box for playing around with self hosted stuff on. If you take out those highest numbers, heres how they average out: The median average was 123 users per tech. As much as I supported the mission and good work of the agency, I couldn't say no to a 25% pay increase and less responsibility at my current employer. Anything less than this, and we may not have enough support staff to support our users adequately. 350ish Adjunct (part-time) Faculty. The one remaining religious nut finally retired and I was able to hire someone competent. 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. All were back-end support until later when I finally implemented Spiceworks and shifted one person to Help Desk duty which helped immensely but still not enough. 3. remote offices were no more than 5-7 people. FTC Proposes Banning Noncompete Clauses. Maybe you have 5 users but you run multiple datacenters. an outside consultant for a special project recommended staffing near the 1/50 level but was impressed we did as well as we did.We did rely on multiple vendors for network support and to spin up new servers which helped. On call? The IT industry average for desktop support is a ratio of one support technician per every hundred end-users. Organizing for Results: IT Structures and Staffing Survey, Minimum Wage by State in 2023 All You Need to Know, 4 proven steps for tackling employee absenteeism, 8 ways to reduce overtime and labor costs. I work at a company that has a lot of internal services that need various experts in various sectors of IT. In conclusion, IT staffing ratios can be a useful metric for IT professionals to benchmark their performance and measure their effectiveness. Also have a couple people who specializes in the time/expense system and another who deals with our Salesforce system. 120 users across 3 offices? 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. Its research is produced independently by its research organization without input or influence from any third party. 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. Merakis tell what's going where, and I have 2019 HyperVs. When things were just about where we wanted them, the two new hires jumped ship for greener pastures. Checks email: 3 x day The result? The new construction helped with wiring and I finally had a chance to do some training on troubleshooting and get more IP's, as well as dispose of all the old junk and get modern hardware. Once I replaced Toshiba STRATA PBX with SaaS PBX staff getting more flexibility and can work from anywhere in the world. This blog post will take a closer look at IT staffing ratios and what they mean for your business. WebManage your IT staffing levels. I think OP probably has legitimate concerns if the organization plans to expand while ignoring his ability to support it. Login or Auvik is a trademark of Auvik Networks Inc., registered in the United States of America and certain other countries. 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). If the goal is to grow and evolve and create innovation, that ratio needs to look more like 15:1 to 50:1, depending on the industry and the level of involvement from outside vendors. Developed by network and systems engineers who know what it takes to manage todays dynamic IT environments, The IT industry is a rapidly changing landscape. If you take out those highest numbers, heres how they average out: The median average was 123 users per tech. Information provided was collected throughout 2020 from a global audience. 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. Or should that multiple people with different skill sets? If the "guy" is you, do you have a life? 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. 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. 2019 SolarWinds Worldwide, LLC. dimforest this is the funniest thing I've read in days. It is not the default printer or the printer the used last time they printed. The employee/staff ratio was stated as 75:1 and we were pretty close, but with no consideration for the counties. Depends on the square miles you need to cover. I have also worked where it was one office with 9 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. 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. Privacy Policy. 1 high level guy to do the back end of things. 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. We offer one-on-one guidance tailored to your mission-critical priorities. Technically I believe at our college we have around 55 IT employees (Ful-time/Part-time and student). 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. To be fair, nearly all of the respondents with more than 700 users per tech were supporting schools. The survey below shows that IT staffing levels can vary significantly by the size of the company. Their numbers included both staff and students. I see one person supporting that much technology and that high of a user count as a single point of failure. Clients receive 24/7 access to proven management and technology research, expert advice, benchmarks, diagnostics and more. Standard Windows environment. Leverage the power of our products and solutions - One metric that can be used to measure Help Desk staffing levels is the IT Support Ratio. 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. 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. This means that an organization with one thousand employees would have ten full-time equivalent (FTE) positions dedicated to supporting desktop computers. Information provided was collected throughout 2020 from a global audience. When I go to run the command: 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. You should look at Humana Insurance. Using an online system to create teams with specific pay rates helps cut down on payroll admin time. We work with you to select the best-fit providers and tools, so you avoid the costly repercussions of a poor decision. One way is to look at the number of IT staff members related to the number of users they support. Didn't find what you were looking for? Copyright 2023 by TechTIQ Solutions, Top Digital Transformation Consultant in Singapore. 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. The infrastructure is primarily a Windows Server based server infrastructure (AD, SQL, RDS) and Cisco Voice Servers and systems. 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. we were a Distributor so lots of EDI and the such. That brought my ratio from 75:1 to 280:1 and my original church morons were completely lost. This is why we have things like KnowBe4, right? How much IT staff do you need: Lessons for leaders. Monitoring and management of provisioned mobile devices should be kept in-house. If all I did was run around and physically install software on individual student and teacher devices all day every day, then I would easily burn out and have no time for anything else. Some of these responses make me really sad. So I don't mind the employee to IT ratio. 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. We had to get better at our jobs to handle the load. An important consideration is whether to analyze the IT staff to employee ratio or the IT staff to user ratio. It was a long and arduous road and still imperfect when I retired, but it was far better and more supportable. Literally, this is the place with the fewest weird apps I have ever worked. Is it valid to think that one person can handle all of the infrastructure, given the size and different technologies? Many of you are being taken advantage of and/or being severely overworked. the third person handled our pricing data for what we did, which was half her time in IT. 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. 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. IT Staffing ratios offer great benefits to businesses. Reprinted with permission from Organizing for Results: IT Structures and Staffing Survey by people3,Mercer Human Resource Consulting, and ITAA. Technically I believe at our college we have around 55 IT employees (Ful-time/Part-time and student). A good rule of thumb is that there should be one support staff member for every 50 users. Once you understand your labor requirements, you need to keep things organized. 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. At the end we changed the whole department so we could do more things. Scrolls Twitter m t.co/DuZMOvn2Lq.