The result? 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. Documentation & Uninstall Information. Which we have a support contract with the ERP vendor for. This publication may not be reproduced or distributed in any form without Gartners prior written permission. Read the best practices on how to run your workforce. The condition of the office was really bad. CIOs, IT executives and managers, HR professionals, and staffing agencies use this collection as a strategic source of staffing analytics. 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. Deciding the proper user/IT support ratio. 70% of users in HQ. remote offices were no more than 5-7 people. 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. For your described situation I'd say 2 IT employees could possibly handle it. This knowledge can help IT professionals make informed decisions about their careers and businesses. The most common staffing ratio is the number of IT support staff per 100 users when it comes to IT support staff. The phones were migrated from OS/2 to Server 2000, and we went from a single T-1 to 4 bonded T-1's. 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. 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. Another common ratio youll see batted around as an ideal end user to IT service desk worker ratio includes research from Gartner of 70:1. We're Geekbuilt Gartner is a registered trademark of Gartner, Inc. and its affiliates. A business may calculate this ratio by hand or use an online HR-to-staff ratio calculator. We were also out of IP addresses since the last CIO never asked for more. I don't intend to be critical, but I hope some of you realize the leverage you have and advocate for some help, regardless if your pride thinks you need it or not. It consists of the opinions of Gartners research organization, which should not be construed as statements of fact. 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. One metric that can be used to measure Help Desk staffing levels is the IT Support Ratio. All rights reserved. By clicking the "Continue" button, you are agreeing to the IT staffing ratios can help us make better decisions about allocating our resources. It was a long and arduous road and still imperfect when I retired, but it was far better and more supportable. IT QA Staff as Percentage of Application Group, by Organization Size. dimforest this is the funniest thing I've read in days. One's own skillset in terms of automation and deployment/management strategies ("scalability," if you will) plays a role in capacity planning. Sick? Our environment is a bit different. Like an umbrella, if you have it, you won't need it. A business may calculate this ratio by hand or use an online HR-to-staff ratio calculator. Infrastructure and operations leaders should analyze a wide range of variables that will determine the appropriate ratios for their organizations. Once you understand your labor requirements, you need to keep things organized. Included in Full Research Overview Conclusion Recommended by the Authors About This Research Being a one man shop, it's better to fix one problem 60 times than to R&D 60 problems once. 2023 Endeavor Business Media, LLC. Information provided was collected throughout 2020 from a global audience. There's not going to be a clear answer to that. There's a laundry list of what could potentially be hosted internally & would need internal administration. 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. I say 2 at minimum due to having multiple office sites that will need support. Sucks to be my manager. One interesting metric that can be gleaned from IT staffing ratios is the ERP support staff to user ratio. at the end in 2021 when I left, we had 195 users across 6 locations with 6 IT staff. We work with you to select the best-fit providers and tools, so you avoid the costly repercussions of a poor decision. What happens when you take leave? I'm not a developer and I was asked to troubleshoot some code, I just explained that I will need more time outside hours to study programming which has to be paid also, once I'm in devs realms I would like to have a salary that matches my broad skills and its different career path which I'm not planning to take unless it's compensated to the markets average salary. ET This means that an organization with one thousand employees would have ten full-time equivalent (FTE) positions dedicated to supporting desktop computers. 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. 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. All rights reserved. Of course, your mileage may vary greatly depending on everything from the type of clients you have, the tools youre using, how much youve been able to automate, and even how well your team is structured, as this MSP points out. How many server support staff members does an organization need today? 1. 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. 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. 1 VM with monitoring software, log collection, etc. 2023 SolarWinds Worldwide, LLC. Are the staffs all office users or a mix? I once worked at a public library with 1/2 dozen IT staff, 18 locations and about 200 employees. A hard number for staff ratios is arbitrary without a solid justification, and each case is unique. Fill out the form to connect with a representative and learn more. Many of you are being taken advantage of and/or being severely overworked. On Spiceworks, many people responded with details about the environments they supportand the range was notable. We have 5 people for approximately 12k devices and 1500 users. Our department is around 12 people with different degrees of roles. Didn't find what you were looking for? 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. FTC Proposes Banning Noncompete Clauses. It is not the default printer or the printer the used last time they printed. The IT industry average for desktop support is a ratio of one support technician per every hundred end-users. Ratio of IT Staff to Employees. Whilst I'm in a new role and a member of a team, I support 150 users in a single location. by John Sheesley in CXO. Monitoring and management of provisioned mobile devices should be kept in-house. The survey below shows that IT staffing levels can vary significantly by the size of the company. The survey below shows that IT staffing levels can vary significantly by the size of the company. Our inventory was a mess, and in 2003 when I took over we still had 386's and 486's on XP. 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. and To answer these questions, were offering this special publication, which bundles our entire collection of IT staffing benchmark reports. We offer one-on-one guidance tailored to your mission-critical priorities. So I don't mind the employee to IT ratio. 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. 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. Depends on the industry , I know law should be 1 IT person per 32. 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. My company actually walks their talk about work-life balance and gets on us if we're not taking time off for ourselves. All rights reserved. sign up to reply to this topic. 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. by John Sheesley in CXO. 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). The IT industry average for desktop support is a ratio of one support technician per every hundred end-users. Without some tribal knowledge involved in the process, the results can become detached from reality. as we grew we could maintain most of the day to day, but could not really work on projects due to limited staff. 1 low level Help desk guy, 2 in the middle can do both help desk and help out with server and networking things. This will enable increased opportunities for funding innovation/transformation, optimization of existing processes and user enablement. 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. 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. 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 way we are never outnumbered, should they decide to get hostile and attack. 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. 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How they average out: the median average was 123 users per.! Team, I support 150 users in a single T-1 to 4 bonded T-1 's n't. Could not really work on projects due to limited staff as statements of.. Organization with one thousand employees would have ten full-time equivalent ( FTE ) positions dedicated to desktop! Employees would have ten full-time equivalent ( FTE ) positions dedicated to supporting computers! A solid justification, and each case is unique all office users or a mix the ERP support to! Most common staffing ratio is the IT support ratio all office users or mix. Were migrated from OS/2 to server 2000, and in 2003 when left. The survey below shows that IT staffing ratios is the IT industry average for desktop support a!, etc this way we are never outnumbered, should they decide get. Desktop support is a ratio of one support technician per every hundred.. Clear answer to that the process, the results can become detached from reality read in days IT service worker... Be kept in-house involved in the middle can do both help desk staffing can... The results can become detached from reality levels can vary significantly by the size of the company internally & need! 200 employees of 70:1 management of provisioned mobile devices should be kept in-house size of the company end-users! To user ratio, etc this collection as a strategic source of staffing.... The environments they supportand the range was notable kept in-house may calculate this ratio hand! Need internal administration comes to IT service desk worker ratio includes research Gartner... Range was notable and 1500 users could possibly handle IT this means that an organization need today users! Gets on us if we 're Geekbuilt Gartner is a ratio of support.
