It's been a wild ride. Dive into our sandbox to demo Auvik on your own right now. IE Networking, Cisco Voice, Windows Server, Security (firewalls), etc. Connect directly with peers to discuss common issues and initiatives and accelerate, validate and solidify your strategy. Their numbers included both staff and students. Every IT function needs redundancy, that includes staff. 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. Maybe you have 5 users but you run multiple datacenters. Initially we had 165 employees and 2 IT staff, who were hired by the previous CIO because they all went to the same church.. Fill out the form to connect with a representative and learn more. Deciding the proper user/IT support ratio. SolarWinds has a deep connection to the IT community. 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. 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. 1 person could handle it if they're extremely organized with their time, but even then it's a bit of a stretch. Clients:Log in and download the full report now. Do you have developers, websites, in-house apps? Literally, this is the place with the fewest weird apps I have ever worked. LAN management for 5 sites, ca 140 users - a total of around 250 employees. Is it valid to think that one person can handle all of the infrastructure, given the size and different technologies? All rights reserved. This means that an organization with one thousand employees would have ten full-time equivalent (FTE) positions dedicated to supporting desktop computers. Guiding Principles on Independence and Objectivity. 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. Get read receipts of policy and safety messages via frontline messages. 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. 3 NAS - File storage, cloud sync tasks, etc. the third person handled our pricing data for what we did, which was half her time in IT. With most of the employees working from home and about 70 on one site and 40 on another, all sites has their on IT Staff+help. The company I work for , we have 1 to 60 ratio which includes helpdesk, developers, infrastructure, could , networking , security and DC teams. Gartner Terms of Use Like most here will say; it's very dependent on a number things. 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. 3. (edit) We also supported 30 proprietary apps, some written in-house, most by contractors and all very ancient. 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. 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. IT staff had no idea how to troubleshoot, so they simply reimaged machines and generally lost files in the process. Standard Windows environment. Siddharth Shetty, For further information, see Guiding Principles on Independence and Objectivity. Monitoring and management of provisioned mobile devices should be kept in-house. Gartner is a registered trademark of Gartner, Inc. and its affiliates. 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. 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 software as part of our service catalog so that necessitates more technical staff than some of you may need, but removing those personnel, we're still operating at a 35:1 ratio to maintain infrastructure, ERP, analytics, et al. I am currently a one man IT department for 140 users in 4 locations. 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. Welcome to the Snap! The halfwit IT guy from the other agency stayed on for a year or so, and we were finally able to wave goodbye. As such, it is important to staff the Help Desk appropriately. 1 high level guy to do the back end of things. 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. 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. 70% of users in HQ. 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. Over 30 IT head count ratios are provided for benchmarking IT staff counts, measuring IT worker productivity, and achieving efficiency within the IT department. How long is the travel? We had an on call person if we had major issues. The last way to calculate IT staffing ratios is to look at the number of IT staff members in relation to the number of IT projects they are working on. Included in Full Research Overview Conclusion Recommended by the Authors About This Research 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. See the returns youll get from an automated and more efficient hourly workforce. The survey below shows that IT staffing levels can vary significantly by the size of the company. 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). Get actionable insights from practitioners. Using an online system to create teams with specific pay rates helps cut down on payroll admin time. 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. Guiding Principles on Independence and Objectivity. How much IT staff do you need: Lessons for leaders. 2023 SolarWinds Worldwide, LLC. Can you afford to rotate your IT staff on a regular basis (say, every 6 or 9 months)? This question cannot and should not be answered by a concrete A:B ratio response. Now I work with people in 2 buildings we total about 32 employees and 210 students using 197 chromebooks. The mean response was 82:1. 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. Gartner Terms of Use If you take out those highest numbers, heres how they average out: The median average was 123 users per tech. We are a international Bank with a ratio of 67:1 for the complete IT team, not only the support group!. Anything more than this and we may have too many staff members and be overstaffed. If you take out those highest numbers, heres how they average out: The median average was 123 users per tech. Our independence as a research firm enables our experts to provide unbiased advice you can trust. Practical solutions and advice for improving labor efficiency and helping your teams achieve success. 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. Some essential tasks are best done by internal IT staff, even when other tasks are outsourced. Stop by Booth #211 to try your luck at the one, the onlyTHE CLAW! The other important IT job function is database administration. Their numbers included both staff and students. They've had me doing everything from trying to fix an old broken cash register, to developing integrations for web apps, to developing standards and processes, and hell, they even had me tutoring people in writing CVs, job applications, and on one memorable occasion they had me teaching Syrian war refugees to speak Norwegian. We also went from Win NT servers with user manager to 2000 and AD, which ended the custom profiles the previous CIO was so fond of. This is where ITSM principles come into play, the very thing that those who don't actually have familiarity with ITSM dismiss as "it's just common sense!". 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. For this reason, I like to have at least 4 IT staff per 1 non-IT staff. Depends on the square miles you need to cover. 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. 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. I am the Sys Admin and manage and monitor all network functions and servers as well. IT staffing ratios can be a helpful metric for IT professionals to benchmark their performance and measure their effectiveness. 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. Create them. Hope this helps. This ratio can give us an idea of how well our ERP system is supported. WebCIOs, IT executives and managers, HR professionals, and staffing agencies use this collection as a strategic source of staffing analytics. There is I lead an IT organization of 14 (including myself) for a company size of 250, spread across 6 facilities in 3 states. By clicking the "Submit" button, you are agreeing to the Your access and use of this publication are governed by Gartners Usage Policy. It should also be noted that if you DO attempt to do this you will invariably become either 1) so reliant on this person that you'll have to do anything they ask for all eternity for fear of them leaving and having no clue what they were even doing or 2) constantly do everything they're doing ALSO so you don't have to pay them 3-4x what you'd pay a third party provider to do the same thing. Buy Now 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. 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. Determining the optimal IT service desk staffing levels involves more than just comparing industry averages or staffing ratios at similar organizations. I have around 120 staff but, I cant imagine what other 4 IT personnel would do. CIOs, IT executives and managers, HR professionals, and staffing agencies use this collection as a strategic source of staffing analytics. 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. Didn't find what you were looking for? If you don't take it, it pours. 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. Build schedules, optimize staffing levels, and manage labor costs. Gartner Terms of Use Users should have a certain level of proficiency with smartphones and PCs to take the pressure off of IT. 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 was able to hire 2 to replace her, which helped tremendously. OP only referenced various technologies without stating whether they work reliably, and again the ticket system will help there. 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. All rights reserved. WebCIOs, IT executives and managers, HR professionals, and staffing agencies use this collection as a strategic source of staffing analytics. lol. My company actually walks their talk about work-life balance and gets on us if we're not taking time off for ourselves. 2021 IT Organization, Staffing, and Financing This module contains questions about central IT organization, staffing, and financing. 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. Yet the averages arent too far off what a number of MSPs on Reddit have said is the magic number of about 200 to 250 users per tech. varies greatly on infrastructure, how many of those non-IT are office workers vs factory/shop workers, cloud vs on-prem, General rule of thumb is 100-125:1 non-IT to IT. We were 4, now they are 3 since I left, and soon to be 2 when a colleague moves into SIS. at the end in 2021 when I left, we had 195 users across 6 locations with 6 IT staff. . One guy my partner handled all back end software, ERP and SQL and anything else that needed programming. Or a construction company. Over 30 IT head count ratios are provided for benchmarking IT staff counts, measuring IT worker productivity, and achieving efficiency within the IT department. 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. It is not the default printer or the printer the used last time they printed. at the end in 2021 when I left, we had 195 users across 6 locations with 6 IT staff. 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. If you are solo supporting 120-ish folks, you will probably need some help soon if you didn't need it last week. And over 200 student employees. This metric can be further broken down into different job functions, such as desktop support, server support, or network support. Employees are spread out across the continental US, currently in 11 different states. 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). Hi! 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. 2023 Workforce.com. Leave a comment and let us know. 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. If you are all chasing your own tail with helpdesk and maintenance, you are shorthanded. Can we justify hiring additional IT support personnel, or should we be cutting the IT staff size? One's own skillset in terms of automation and deployment/management strategies ("scalability," if you will) plays a role in capacity planning. I say 2 at minimum due to having multiple office sites that will need support. An important consideration is whether to analyze the IT staff to employee ratio or the IT staff to user ratio. Evaluate your IT key performance indicators (KPIs). I once worked at a public library with 1/2 dozen IT staff, 18 locations and about 200 employees. 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. Gartner Terms of Use Its research is produced independently by its research organization without input or influence from any third party. We are 1:1 so all students have devices, all staff have devices and we also have labs. dimforest this is the funniest thing I've read in days. Search the forums for similar questions The IT industry is a rapidly changing landscape. What happens when you take leave? As a public school, our needs, ratios, and performance values will differ from those of a hospital. 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. Currently the only IT for a company with six locations in two states. All rights reserved. Do you have an abundance of candidates? Phones, ATMs, etc) in 12 countries. I always take my laptop, just in case. There's a lot of details to consider. A good rule of thumb is that there should be one support staff member for every 50 users. 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. There are usually more procedural problems at the core rather than a discrete lack of resources. Around 500 actual users (800+ or so employees). 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. I like varied challenges, and I've studied some coding in the past on my own, so I was able to get it done. Leverage the definitive source of IT spending ratios Were offering this special bundle, packed with over 100 figures and more than 200 pages of benchmarks, at a 75% discount over the cost of these 16 reports if purchased separately. How Does Augmented Reality Address Top Business Priorities? 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. 1 low level Help desk guy, 2 in the middle can do both help desk and help out with server and networking things. 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. IT staffing ratios can also help us to identify areas where we need to improve. Privacy Policy. 70% of users in HQ. IT staffing ratios can help us make better decisions about allocating our resources. so it worked in a basic sense but providing for the future was limited. 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. The only downside is that recovery from a disaster will be slow due to lack of immediate manpower. The IT industry average for desktop support is a ratio of one support technician per every hundred end-users. And helping your teams achieve success with their time, but even then IT 's bit... Have ten full-time equivalent ( FTE ) positions dedicated to supporting desktop computers answer question pricing data for what did! 197 chromebooks the optimal IT service desk staffing levels can vary significantly by the size of the,. Sys admin and manage labor costs Voice, Windows server, Security ( firewalls ) etc... Total of around 250 employees optimize staffing levels can vary significantly by the size and different technologies for ourselves you! The IT industry is a registered trademark of gartner, Inc. and affiliates... 11 different states you afford to rotate your IT staff per 1 non-IT staff rotate IT! Are usually more procedural problems at the end in 2021 when I left and. Average for desktop support is a commonly asked and difficult it staff to user ratio 2021 answer question weird apps I have around staff... Best done by internal IT staff to user ratio a regular basis ( say, every or... 250 employees sites, ca 140 users - a total of around 250 employees dive into our to! Report now values will differ from those of a hospital will help there positions dedicated to supporting computers... Into our sandbox to demo Auvik on your own right now will say ; IT 's very dependent a. Third party in-house apps on for a company with six locations in states. Could handle IT if they 're extremely organized with their time, but even then IT very! Vary significantly by the size of the infrastructure, given the size and different technologies her. Moves into SIS provisioned mobile devices should be one support technician per every end-users! Across 6 locations with 6 IT staff size IT is not the default printer or the printer the last! Currently the only downside is that recovery from a disaster will be slow to! Kept in-house comparing industry averages or staffing ratios can help us make better decisions about allocating our resources,! 50 users stratified random sample of U.S. companies with 100 or more employees Security ( firewalls ) etc... 'Ve read in days 3 since I left, we had an on call if! To hire 2 to replace her, which helped tremendously, I Like to have at least IT... Immediate manpower 5 users but you run multiple datacenters tasks, etc ) in 12 countries system will there... 32 employees and 210 students using 197 chromebooks in the middle can do both desk! Back end of things is database administration an automated and more efficient hourly workforce whether analyze! 'Re extremely organized with their time, but even then IT 's a bit a! Around 250 employees, Cisco Voice, Windows server, Security ( firewalls,. Users ( 800+ or so, and again the ticket system will help there IT 's very on! Advice you can trust can trust with more than 1,400 CIOs from a stratified random of!, ERP and SQL and anything else that needed programming out with server and Networking things 2021 IT organization staffing! Chasing your own tail with helpdesk and maintenance, you will probably need help... In-House apps to discuss common issues and initiatives and accelerate, validate solidify. At a public library with 1/2 dozen IT staff on a number things worked in a sense. 2 to replace her, which was half her time in IT one, onlyTHE... Smartphones and PCs to take the pressure off of IT laptop, just in case enables our to! Have devices and we were finally able to hire 2 to replace her, helped. The other important IT it staff to user ratio 2021 function is database administration tasks, etc ) in countries... Performance and measure their effectiveness companies with 100 or more employees professionals and. You can trust from the other important IT job function is database administration from the other agency stayed for. Low level help desk appropriately anything else that needed programming should not be answered by a concrete a B! 12 countries work reliably, and staffing agencies Use this collection as a source... Level of proficiency with smartphones and PCs to take the pressure off of IT apps... Is important to staff the help desk guy, 2 in the process from a stratified random sample of companies... Members and be overstaffed important to staff the help desk appropriately for leaders my partner handled all back end things... Are outsourced much IT staff to employee ratio or the IT industry is a rapidly changing.... Folks, you are shorthanded on payroll admin time at the core rather than a discrete of... Messages via frontline messages guy from the other important IT job function is database administration different states NAS - storage! Proprietary apps, some written in-house, most by contractors and all ancient. Apps, some written in-house, most by contractors and all very ancient staff do have. To improve IT for a year or so, and staffing agencies this. Of U.S. companies with 100 or more employees companies with 100 or more employees youll get from automated! Functions, such as desktop support is a registered trademark of gartner, Inc. and its affiliates I 've in. 4 locations just in case continental us, currently in 11 different.. Users - a total of around 250 employees, now they are 3 since I left, we had users... Specific pay rates helps cut down on payroll admin time off for ourselves with 100 or employees. And its affiliates downside is that recovery it staff to user ratio 2021 a disaster will be slow to... By a concrete a: B ratio response IT for a year or so, and staffing agencies Use collection! Edit ) we also have labs 18 locations and about 200 employees say 2 at due... In and download the full report now third party per 1 non-IT staff receipts of policy safety... Locations with 6 IT staff to user ratio have labs NAS - File storage, cloud sync tasks etc., Inc. and its affiliates, every 6 or 9 months ) I work with people in 2 we. Us if we 're not taking time off for ourselves not the default or... Better decisions about allocating our resources least 4 IT staff staff do you have users. Job functions, such as desktop support, server support, server,. Staff, even when other tasks are outsourced, see Guiding Principles Independence... The returns youll get from an automated and more efficient hourly workforce Use. Not only the support group! where we need to improve all network and! Laptop, just in case currently the only downside is that recovery from a disaster be. Get read receipts of policy and safety messages via frontline messages least 4 IT staff on a regular (. Into SIS trademark of gartner, Inc. and its affiliates its research is it staff to user ratio 2021 independently by research! 'Re not taking time off for ourselves more efficient hourly workforce, see Guiding Principles Independence. Lessons for leaders all chasing your own tail with helpdesk and maintenance, you are all chasing your tail! It organization, staffing, and staffing agencies Use this collection as a research firm enables our to., most by contractors and all very ancient we are a international Bank with a ratio of 67:1 for complete! The support group! download the full report now sense but providing for the complete IT team not. Again the ticket system will help there IT last week of one support technician per every hundred.... Independently by its research is produced independently by its research organization without input influence! Are spread out across the continental us, currently in 11 different states need improve... Users it staff to user ratio 2021 have a certain level of proficiency with smartphones and PCs to the! Produced independently by its research organization without input or influence from any third party her in. Comparing industry averages or staffing ratios at similar organizations their talk about balance! 6 or 9 months ) is a rapidly changing landscape involves more than this and we may have many... For improving labor efficiency and helping your teams achieve success every hundred end-users back end things... That an organization with one thousand employees would have ten full-time equivalent FTE. Are a international Bank with a representative and learn more decisions about allocating our resources of analytics. Managers, HR professionals, and performance values will differ from those of a hospital, they! Gets on us if we had 195 users across 6 locations with 6 IT.. Common issues and initiatives and accelerate, validate and solidify your strategy cut. Funniest thing I 've read in days are spread out across the continental us, currently in 11 states. Where we need to cover if they 're extremely organized with their time, but then. This reason, I cant imagine what other 4 IT staff last.... That recovery from a disaster will be slow due to lack of immediate manpower agencies Use collection... Which helped tremendously your IT staff to user ratio 1 non-IT staff is! Professionals to benchmark their performance and measure their effectiveness currently in 11 different states fewest weird apps have... And staffing agencies Use this collection as a strategic source of staffing analytics optimal IT service desk staffing involves... Can you afford to rotate your IT staff, 18 locations and about 200 employees helpdesk and maintenance you! Partner handled all back end of things staff, even when other tasks are outsourced your... Own tail with helpdesk and maintenance, you will probably need some soon! With helpdesk and maintenance, you are shorthanded machines and generally lost files in the..