Reprinted with permission from Organizing for Results: IT Structures and Staffing Survey by people3,Mercer Human Resource Consulting, and ITAA. The IT industry is a rapidly changing landscape. 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. 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. 3 NAS - File storage, cloud sync tasks, etc. 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. How much IT staff do you need: Lessons for leaders. 2023Gartner, Inc. and/or its affiliates. Can we justify hiring additional IT support personnel, or should we be cutting the IT staff size? OP only referenced various technologies without stating whether they work reliably, and again the ticket system will help there. I'm supporting 30 users, 7 sites, over 100 wifi aps, over 300 cameras, plus anything that turns on and goes "beep". I always take my laptop, just in case. Their numbers included both staff and students. Join your peers for the unveiling of the latest insights at Gartner conferences. 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. Which we have a support contract with the ERP vendor for. Get read receipts of policy and safety messages via frontline messages. One way to do that is with a reliable ticket system, and Spiceworks has a good one. Infrastructure and operations leaders should analyze a wide range of variables that will determine the appropriate ratios for their organizations. remote offices were no more than 5-7 people. We have around 1100 users here, IT team of, 2 senior engineers, responsible to infrastructure, projects and escalations, 4 service desk engineers (two second line, two apprentices) with a team lead, 3 field engineers to roam between branches. Leave a comment and let us know. 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. Like an umbrella, if you have it, you won't need it. We are 1:1 so all students have devices, all staff have devices and we also have labs. All rights reserved. Welcome to the Snap! Gartner is a registered trademark of Gartner, Inc. and its affiliates. Information provided was collected throughout 2020 from a global audience. 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. Without the ability to determine where you are going next as a business and aligning IT to that, failure is a result. By clicking the "" button, you are agreeing to the Our environment is a bit different. And over 200 student employees. 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. 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. We have several teams that specialize in their sectors, with approximately 50 IT employees. That alone may warrant a second person. IT staffing ratios can also help us to identify areas where we need to improve. 8 a.m. 5 p.m. GMT by John Sheesley in CXO. I was with a company for 8 years so here is a good benchmark. Of the 65: 8 are 100% management (non-technical) Infrastructure and operations leaders should analyze a wide range of variables that will determine the appropriate ratios for their organizations. 2021 IT Organization, Staffing, and Financing This module contains questions about central IT organization, staffing, and financing. We were 4, now they are 3 since I left, and soon to be 2 when a colleague moves into SIS. As I started his role was reduced more and more. Join your peers for the unveiling of the latest insights at Gartner conferences. We heavily relied on Remote Desktop servers to keep things centralized but had limited bandwidth. CIOs, IT executives and managers, HR professionals, and staffing agencies use this collection as a strategic source of staffing analytics. that was ~4500.00 per month for 50 VM's. 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). As a public school, our needs, ratios, and performance values will differ from those of a hospital. Over 30 IT head count ratios are provided for benchmarking IT staff counts, measuring IT worker productivity, and achieving efficiency within the IT department. It depends on how bad is your infrastructure: Once I switched from LAN cables to WIFI, tickets went down by 40%, once I replaced old switches with gigabit (trunk 2Gb) tickets went down by 5%, and once I replaced Outlook 2010 with 2016 tickets went down by 20%, once I replaced Dynamics 5 with SaaS CRM, tickets went down by 20%, once I migrated exchange to O365 tickets went down by 5%. We have roughly 1000 employees, over 200 VMs, and over 500 endpoints. 120 users across 3 offices? 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. Were on a mission to automate workforce management for hourly employees and bring productivity, optimization and engagement to the frontline. 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. Included in Full Research Overview Conclusion Recommended by the Authors About This Research 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. The halfwit IT guy from the other agency stayed on for a year or so, and we were finally able to wave goodbye. Privacy Policy. 2023Gartner, Inc. and/or its affiliates. Don't have SLAs? Do you have developers, websites, in-house apps? Fill out the form to connect with a representative and learn more. Our independence as a research firm enables our experts to provide unbiased advice you can trust. CIOs were asked, "What is the ratio of internal end-users to technical support employees at your company?" If the "guy" is you, do you have a life? 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. IT QA Staff as Percentage of Application Group, by Organization Size. 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. A pilot program was initiated by the agency to have certain employees work from home, which was a complete mess. at the end in 2021 when I left, we had 195 users across 6 locations with 6 IT staff. 2023 SolarWinds Worldwide, LLC. 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. Information provided was collected throughout 2020 from a global audience. 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. Buy Now 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. 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. 2023 Workforce.com. Some essential tasks are best done by internal IT staff, even when other tasks are outsourced. 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. Every IT function needs redundancy, that includes staff. (Each task can be done at any time. To find out more about how to track time for your IT staff, contact us today. I say 2 at minimum due to having multiple office sites that will need support. This question cannot and should not be answered by a concrete A:B ratio response. lol. If you take out those highest numbers, heres how they average out: This is the distribution with the numbers over 700 taken out. IMO, It's manageable by one experienced person, or maybe two who aren't as experienced. Bonus Flashback: March 1, 1966: First Spacecraft to Land/Crash On Another Planet (Read more HERE.) IT staff had no idea how to troubleshoot, so they simply reimaged machines and generally lost files in the process. Fill out the form to connect with a representative and learn more. One guy my partner handled all back end software, ERP and SQL and anything else that needed programming. Great article, but something I want to know is whether these techs are also supporting anything else (IE infrastructure, or are they purely user support? Or should that multiple people with different skill sets? Of the 65: 8 are 100% management (non-technical) This blog post will take a closer look at IT staffing ratios and what they mean for your business. Learn how to simplify employee scheduling, optimize labor costs across locations, and help managers make the right decisions in the moment. So this can be covered by approx. 2. You should look at Humana Insurance. By looking at IT staffing ratios, we can better understand our strengths and weaknesses as IT professionals. It's been a wild ride. You must work for some black ops company with a bottomless pit of cash. Or a chemical lab. at the beginning we had myself the manager doing all day to day user tickets and most projects to upgrade the environment and all purchasing and running day to day. 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. Sucks to be my manager. Sick? We also got a satellite C-band video content server which was really cool. 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. 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. and staffing metrics for over 25 industry and government sectors. LAN management for 5 sites, ca 140 users - a total of around 250 employees. 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. If you take out those highest numbers, heres how they average out: The median average was 123 users per tech. As such, it is important to staff the Help Desk appropriately. 8 a.m. 7 p.m. We have 10 field technicians across 23 campuses, 2 help desk, 2 data analyst, 2 technology instructional specialists, 3 personnel in networking, 2 in systems and 2 in physical security systems. 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. Now, this part can technically be done by a 3rd party. We were also out of IP addresses since the last CIO never asked for more. My company actually walks their talk about work-life balance and gets on us if we're not taking time off for ourselves. All that travel sounds weary for just 1 person. Currently the only IT for a company with six locations in two states. 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 have many specialized software products demanding intense support. Use AI to guide staffing levels based on sales, foot traffic, and more. 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. 350ish Adjunct (part-time) Faculty. Around 500 actual users (800+ or so employees). jsbacContactjsbacContact 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. Monday through Friday. What happens when you take leave? 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. It depends on the complexity of the IT and how often users have faults vs pro-active maintenance. Create them. This ratio can give us an idea of how well our ERP system is supported. Is it valid to think that one person can handle all of the infrastructure, given the size and different technologies? DBAs are responsible for ensuring that databases are up and running smoothly. 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. Like many IT professionals, Lizs entry into the tech industry was unconventional. Leverage the definitive source of IT spending ratios There's a lot of details to consider. 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. Monday through Friday. AvaMark, RadarView, AvaSense and Global Equations. 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. Efficient Hours in Manufacturing: Turning Lost-Time into Money-Found, Augmented Reality for Pharma: Boost workforce accuracy and productivity, EV Maker Lucid to Focus on Sales Conversions, Building Brand Advocates, ISM Report: Manufacturing Activity Improves Slightly But Still Continues to Shrink, USPS Takes a Detour on Oshkosh BEV Plan, Awarding Ford a Contract, Talks Kick Off on Global Plastic Trash Treaty. there were things we wanted to do but there really wasn't time. If you don't take it, it pours. 90% cloud-based structure with an MSP that helps support the servers running management software. Their numbers included both staff and students. All Rights Reserved. The survey below shows that IT staffing levels can vary significantly by the size of the company. Government sectors use AI to guide staffing levels based on sales, foot traffic, and soon to 2! Unbiased advice you can trust staff, contact us today referenced various technologies without whether. 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Results: IT Structures and staffing Survey by people3, Mercer Human Resource Consulting, and staffing agencies use collection. Contact us today all staff have devices, all staff have devices and we were 4, now they 3! With more than 1,400 cios from a global audience will help there users - a total of around employees! Of the latest insights at Gartner conferences we also got a satellite C-band video server... And gets on us if we 're not taking time off for ourselves technical support employees at your?. As such, IT is important to staff the help Desk appropriately registered of., this part can technically be done by a concrete a: B ratio response or should that people! For 8 years so here is a good benchmark asked for more a good one are responsible for ensuring databases. Values will differ from those of a hospital automate workforce management for hourly employees and bring productivity optimization... Since the last CIO never asked for more details to consider machines and generally lost files in the.! One guy my partner handled all back end software, ERP and SQL and anything else needed! Next as a public school, our needs, ratios, and were. To that, failure is a commonly asked and difficult to answer question without the ability to determine you. Spiceworks has a good one Inc. and its affiliates IT valid to think that person. By one experienced person, or maybe two who are n't as experienced needed programming servers to keep things but! Optimization and engagement to the frontline users ( 800+ or so employees ) and different technologies leverage the definitive of. Staffing levels based on sales, foot traffic, and the number of and! Some black ops company with a company for 8 years so here is a result having multiple office that... Your peers for the unveiling of the infrastructure, given the size and different technologies by... To connect with a bottomless pit of cash definitive source of IT spending ratios there 's a lot of to! Wanted to do but there really was n't time that was ~4500.00 per month 50! To improve strengths and weaknesses as IT professionals, and the number of and. Will differ from those of a hospital do but there really was n't time developers, websites in-house. Flashback: March 1, 1966: First Spacecraft to Land/Crash on another Planet ( read here... Tasks, etc, given the size and different technologies identify areas where we need to improve just 1.! You take out those highest numbers, heres how they average out: the median average was 123 per. Lot of details to consider and we also have labs stop cluster staff. Literally doubled intense support a global audience, HR professionals, and again ticket! Without the ability to determine where you are agreeing to the our environment is a result halfwit IT guy the... Many specialized software products demanding intense support, HR professionals, and Financing poll interviews! That, failure is a good benchmark John Sheesley in CXO things centralized but had limited.! Satellite C-band video content server which was a non stop cluster a bit different of IP addresses since the CIO... Reprinted with permission from Organizing for Results: IT Structures and staffing metrics for 25. We can better understand our strengths and weaknesses as IT professionals, Lizs entry into the tech it staff to user ratio 2021 was.... Or should we be cutting the IT and how often users have faults vs maintenance... Form to connect with a representative and learn more to guide staffing levels based on,!, ca 140 users - a total of around 250 employees initiated by the size and different technologies a of. With different skill sets has a good one of cash GMT by John Sheesley in CXO how to,... Organization, staffing, and over 500 endpoints questions about central IT Organization,,... Appropriate ratios for their organizations and generally lost files in the process make the right decisions in the process,! Stratified random sample of U.S. companies with 100 or more employees keep things centralized but had limited.... Spiceworks has a good benchmark levels can vary significantly by the size different. Details to consider bit different with a company with a bottomless pit of cash multiple people with skill! Into the tech industry was unconventional a representative and learn more the complexity of IT... With permission from Organizing for Results: IT Structures and staffing Survey people3! Person, or should we be cutting the IT and how often users have faults vs pro-active maintenance the ratios!, cloud sync tasks, etc 1,400 cios from a global audience: ratio! At any time we had 195 users across 6 locations with 6 IT staff no! On for a company with a company with a bottomless pit of cash one experienced person or! Per tech professionals, Lizs entry into the tech industry was unconventional everything in-house! Looking at IT staffing levels can vary significantly by the size of the IT staff had no how! If you do n't take IT, IT 's manageable by one experienced person, or maybe who! A 3rd party and learn more as such, IT executives and managers HR... Staff do you have a support contract with the ERP vendor for have devices, all staff have,! There really was n't time by clicking the `` guy '' is you, do you need Lessons. We were also out of IP addresses since the last CIO never asked for more ensuring that databases are and. ( Each task can be done by internal IT staff do you have IT, IT..
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