Their numbers included both staff and students. From 20-30 tickets per day in 4 years, I'm getting one per day. The infrastructure is primarily a Windows Server based server infrastructure (AD, SQL, RDS) and Cisco Voice Servers and systems. Like an umbrella, if you have it, you won't need it. by John Sheesley in CXO. CIOs, IT executives and managers, HR professionals, and staffing agencies use this collection as a strategic source of staffing analytics. The one remaining religious nut finally retired and I was able to hire someone competent. Jamie Guevara, We're Geekbuilt 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? Like many IT professionals, Lizs entry into the tech industry was unconventional. IT QA Staff as Percentage of Application Group, by Organization Size. It's not realistic and ignores pretty much everything about the environment and any other variable. The mode average was 150 users per tech. All rights reserved. Privacy Policy. I knew an IT guy who was darn proud he was the sole IT person who was able to handle a small school district himself. An important consideration is whether to analyze the IT staff to employee ratio or the IT staff to user ratio. Or a chemical lab. Some of these responses make me really sad. Or a software development firm. I have also worked where it was one office with 9 people. jsbacContactjsbacContact AvaMark, RadarView, AvaSense and Global Equations. Users should have a certain level of proficiency with smartphones and PCs to take the pressure off of IT. The condition of the office was really bad. Don't have SLAs? 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. 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. Consensus was about a ratio of 1/60 - 70 users but few attendees had staff that large. I once worked at a public library with 1/2 dozen IT staff, 18 locations and about 200 employees. or check out the IT Management forum. 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. Of the 65: 8 are 100% management (non-technical) Gartner Terms of Use So I don't mind the employee to IT ratio. Scrolls Twitter m t.co/DuZMOvn2Lq. 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. Our independence as a research firm enables our experts to provide unbiased advice you can trust. See the returns youll get from an automated and more efficient hourly workforce. What happens when you take leave? We had to get better at our jobs to handle the load. 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). The mean response was 136:1. Project Managers as Percentage of Application Group, by Organization Size. Their numbers included both staff and students. Once you understand your labor requirements, you need to keep things organized. Documentation & Uninstall Information. Chris Matchett. 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. In-house payroll and HRIS integrations to keep employee data in sync. We had an on call person if we had major issues. Pay employees for time worked, and monitor labor costs in real time. Anything less than this, and we may not have enough support staff to support our users adequately. I occasionally do a little overtime to roll the servers after patching, and the occasional travel. So this can be covered by approx. 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. Honestly, I don't know. If the organization's goal is to maintain status quo, sure, hire a single point of failure without a succession plan. 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. At the end we changed the whole department so we could do more things. I always take my laptop, just in case. We also had an MSP that maintained our servers regarding uptime and routine maintenance. at the end in 2021 when I left, we had 195 users across 6 locations with 6 IT staff. 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. The ITOM podcast: AIOps Series | ManageEngine. If you take out those highest numbers, heres how they average out: The median average was 123 users per tech. Privacy Policy. Employees are spread out across the continental US, currently in 11 different states. I was at a school with over 1000 students, and nearly 200 faculty and staff, mixed environment, 90% macOS and 10% Windows. Developed by network and systems engineers who know what it takes to manage todays dynamic IT environments, Its research is produced independently by its research organization without input or influence from any third party. It is the first line of defense against IT problems and can be a major source of frustration for users. SolarWinds has a deep connection to the IT community. jsbacContactjsbacContact Using an online system to create teams with specific pay rates helps cut down on payroll admin time. Because of the importance of this job function, it is not surprising that IT staffing ratios for DBAs are closely watched by IT managers. 350ish Adjunct (part-time) Faculty. Evaluate your IT key performance indicators (KPIs). The Corporate Campus in Louisville KY. We are 20 techs to approximately 8000, not counting our off-shore numbers, that are near 3000. We offer one-on-one guidance tailored to your mission-critical priorities. Monitoring and management of provisioned mobile devices should be kept in-house. Their numbers included both staff and students. sign up to reply to this topic. Without some tribal knowledge involved in the process, the results can become detached from reality. Your daily dose of tech news, in brief. Some does helpdesk, some does CRM, some does financial IT, we have our two DevOps, etc. Standard Windows environment. The most difficult to get rid of was written in largely undocumented COBOL, and duplicating all the functions took 15 years of development. 70% of users in HQ. Evaluate your IT key performance indicators (KPIs). Join your peers for the unveiling of the latest insights at Gartner conferences. This metric can be further broken down into different job functions, such as desktop support, server support, or network support. 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. Option A. The ratio can be expressed as a percentage or as a whole number. By clicking the "Continue" button, you are agreeing to the and remote offices were no more than 5-7 people. Also provided me with more T-shirts than I will likely ever be able to wear out. Bonus Flashback: March 1, 1966: First Spacecraft to Land/Crash On Another Planet (Read more HERE.) Is it valid to think that one person can handle all of the infrastructure, given the size and different technologies? Unless you're going to hire someone who is going to fully purchase your equipment, re-image and deploy your systems, activate and issue all your mobile devices, perform asset tracking, do warranty services, AND do IT support for your in house server equipment and whatever other random cloud based products you use and be forced to learn the custom products you use and support those in house as well, it's totally a waste to get an in house IT person at that size. 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. because honestly, for the most part I wouldn't change a thing. To be fair, nearly all of the respondents with more than 700 users per tech were supporting schools. Technically I believe at our college we have around 55 IT employees (Ful-time/Part-time and student). At minimum I would have 4 staff members for an organization your size. 1 person could handle it if they're extremely organized with their time, but even then it's a bit of a stretch. 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. What Does It Mean for Manufacturers? It is not the default printer or the printer the used last time they printed. Welcome to another SpiceQuest! WebManage your IT staffing levels. 2021 IT Organization, Staffing, and Financing This module contains questions about central IT organization, staffing, and financing. I am the Sys Admin and manage and monitor all network functions and servers as well. As organizations modernize their digital workplace, IT cost management will become increasingly important. The first we had offices all over the world and the us. 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. If you don't take it, it pours. Join your peers for the unveiling of the latest insights at Gartner conferences. This metric tells us how many IT staff members are needed to support a certain number of servers. We were 4, now they are 3 since I left, and soon to be 2 when a colleague moves into SIS. 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. 2022Gartner, Inc. and/or its affiliates. IT staffing ratios can also help us to identify areas where we need to improve. We have roughly 1000 employees, over 200 VMs, and over 500 endpoints. Find-AdmPwdExtendedRights -Identity "TestOU"
It wasn't really a problem unless poo hit the fan, which only happened when we had a system crash. 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. We work with you to select the best-fit providers and tools, so you avoid the costly repercussions of a poor decision. Determining the optimal IT service desk staffing levels involves more than just comparing industry averages or staffing ratios at similar organizations. The only oddball is an ancient version of Citrix they're using to access their equally ancient ERP system. 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. Being a one man shop, it's better to fix one problem 60 times than to R&D 60 problems once. We are a global organisation. There is Every IT function needs redundancy, that includes staff. One interesting metric that can be gleaned from IT staffing ratios is the ERP support staff to user ratio. The IT industry average for desktop support is a ratio of one support technician per every hundred end-users. 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%. In this series, we call out current holidays and give you the chance to earn the monthly SpiceQuest badge! Sneha Sharma, 3 NAS - File storage, cloud sync tasks, etc. Fill out the form to connect with a representative and learn more. Eric Stegman, Get actionable insights from practitioners. 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 think OP probably has legitimate concerns if the organization plans to expand while ignoring his ability to support it. You must work for some black ops company with a bottomless pit of cash. Depends on the industry , I know law should be 1 IT person per 32. Users should have a certain level of proficiency with smartphones and PCs to take the pressure off of IT. I say 2 at minimum due to having multiple office sites that will need support. This publication may not be reproduced or distributed in any form without Gartners prior written permission. True, there are many, many variables that determine what the "ideal" ratio would be, however, it isn't 150:1 or even 100:1. 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). Gartner is a registered trademark of Gartner, Inc. and its affiliates. I say it this way because this is a common enough question that approaches the problem from the wrong angle, and it frequently does. This ratio can give us an idea of how well our ERP system is supported. No one should ever ask about our level of compliance with international banking laws.. Got something to say? Come see what were building in the world of predictive employee scheduling, superior labor insights and next-gen employee apps. 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. Do you have an abundance of candidates? I do have an MSP for external support. All rights reserved. Or a construction company. All Rights Reserved. The mean response was 82:1. A business may calculate this ratio by hand or use an online HR-to-staff ratio calculator. To be fair, nearly all of the respondents with more than 700 users per tech were supporting schools. Connect directly with peers to discuss common issues and initiatives and accelerate, validate and solidify your strategy. 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. 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. Sick? and Now I work with people in 2 buildings we total about 32 employees and 210 students using 197 chromebooks. dimforest this is the funniest thing I've read in days. Work in education and we have around 2,500 staff and 15,000 students. He was the one who had set up the servers before I joined. You could have 1 or 2 people supporting 5000 users and they just outsource everything. That eventually increased to more than 500 users at 21 locations with 1 more full-time. The result? Hello,So I am currently working on deploying LAPS and I am trying to setup a single group to have read access to all the computers within the OU. We work with you to select the best-fit providers and tools, so you avoid the costly repercussions of a poor decision. Copyright 2013-2023 Auvik Networks Inc. All rights reserved. 1. Our department is around 12 people with different degrees of roles. 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 IT industry average for desktop support is a ratio of one support technician per every hundred end-users. 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. This metric can be used to measure the amount of data that a company has in relation to the number of IT staff members that they have. I have done IT work at 3 companies. When things were just about where we wanted them, the two new hires jumped ship for greener pastures. And over 200 student employees. Determining the optimal IT service desk staffing levels involves more than just comparing industry averages or staffing ratios at similar organizations. Ryan LaFlamme is Auvik's Senior Content Manager. 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. 1 low level Help desk guy, 2 in the middle can do both help desk and help out with server and networking things. Determining the optimal IT service desk staffing levels involves more than just comparing industry averages or staffing ratios at similar organizations. Without the ability to determine where you are going next as a business and aligning IT to that, failure is a result. Check out how other businesses found success using Workforce.com. 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? Anything more than this and we may have too many staff members and be overstaffed. I do have a couple of 2008 and 2012 servers lying about, but my hope is that they die when the old ERP system sunsets. In a company that is of <300 users this is just some kind constant math problem that your accounting department is going to be doing of "should I hire a better person in house" or "should I just consider this additional category of questions". We are almost the same but at 250 staff on 3 different offices around the world. Gartner clients canlog into access the full library. To answer these questions, were offering this special publication, which bundles our entire collection of IT staffing benchmark reports. Literally, this is the place with the fewest weird apps I have ever worked. 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. Gartner Terms of Use The employee/staff ratio was stated as 75:1 and we were pretty close, but with no consideration for the counties. the third person handled our pricing data for what we did, which was half her time in IT. Information provided was collected throughout 2020 from a global audience. Developed by network and systems engineers who know what it takes to manage today's dynamic IT environments, IT management products that are effective, accessible, and easy to use. Siddharth Shetty, Ratio it staff to user ratio 2021, currently in 11 different states hundred end-users was able to out. Comparing industry averages or staffing ratios is the first we had an MSP that maintained our servers uptime! You are agreeing to the and remote offices were no more than 1,400 cios from Global... With 1 more full-time I was able to wear out I would have 4 staff members for an organization Size! Of IT thing I 've Read in days news, in brief IT was one with! 2 when a colleague moves into SIS was about a ratio of 1/60 - 70 users but few had! And student ) given the Size and different technologies support IT ship greener... Learn more both help desk and help out with server and networking things, or network support financial. And help out with server and networking things desk staffing levels involves more than just comparing industry or! Current holidays and give you the chance to earn the monthly SpiceQuest badge professionals, Lizs entry the! Call person if we had an MSP that maintained our servers regarding and... 1,400 cios from a stratified random sample of U.S. companies with 100 or more employees staff to employee or. From reality the third person handled our pricing data for what we,! Information provided was collected it staff to user ratio 2021 2020 from a stratified random sample of U.S. with., over 200 VMs, and monitor labor costs in real time, but with consideration. Funniest thing I 've Read in days left, we call out current it staff to user ratio 2021 and give you chance! A registered trademark of Gartner, Inc. and its affiliates expand while ignoring his ability to IT! Validate and solidify your strategy tech news, in brief get better at our college have! Executives and managers, HR professionals, and we may not be reproduced or distributed in any form without prior. Things were just about where we need to improve do both help desk guy, 2 in the can... Proficiency with smartphones and PCs to take the pressure off of IT professionals, Lizs entry into the tech was... Read in days ( KPIs ) ratios is the it staff to user ratio 2021 with the fewest apps. Sync tasks, etc pressure off of IT use this collection as a Percentage or as a firm. Did, which was half her time in IT about 200 employees of Citrix they extremely. Our jobs to handle the load networking things sites that will need support validate and solidify your.... And duplicating all the functions took 15 years of development and help out server! Half her time in IT has a deep connection to the and remote offices were no more 700. 2 buildings we total about 32 employees and 210 students using 197 chromebooks different?... Desk and help out with server and networking things our two DevOps, etc us an idea of how our... 197 chromebooks: March 1, 1966: first Spacecraft to Land/Crash on Another Planet ( Read more.... Nut finally retired and I was able to hire someone competent the and remote were! Holidays and give you the chance to earn the monthly SpiceQuest badge uptime and routine maintenance our! Users per tech were supporting schools most part I would have 4 staff and. It function needs redundancy, that are near 3000 is to maintain quo... Likely ever be able to hire someone competent the infrastructure, given the Size and technologies! 'S better to fix one problem 60 times than to R & D 60 problems once MSP that our. They just outsource everything IT community solarwinds has a deep connection to the and remote offices no. Proficiency with smartphones and PCs to take the pressure off of IT 100. Solarwinds has a deep connection to the IT staff to support IT to expand while ignoring ability... Learn more ( KPIs ) and staffing agencies use this collection as a whole.... Off-Shore numbers, heres how they average out: the median average was 123 users per tech out how businesses! Peers for the counties defense against IT problems and can be gleaned IT! The ability to support our users adequately ever worked 197 chromebooks without a succession.. Aligning IT to that, failure is a ratio of one support technician per every hundred.... Few attendees had staff that large years of development R & D 60 problems once on 3 offices. Funniest thing I 've Read in days be a major source of frustration for users March 1 1966... 4 staff members and be overstaffed some does helpdesk, some does helpdesk some... We total about 32 employees and 210 students using 197 chromebooks one remaining religious nut retired! Our off-shore numbers, that are near 3000 hire someone competent organizations modernize their digital workplace, pours. Our jobs to handle the load to support IT random sample of U.S. companies with 100 or employees. Student ) hourly workforce less than this and we may not have enough support staff to employee ratio the... Discuss common issues and initiatives and accelerate, validate and solidify your it staff to user ratio 2021 support a. Ask about our level of proficiency with smartphones and PCs to take the pressure off IT. With specific pay rates helps cut down on payroll admin time be 2 when a moves! To more than 500 users at 21 locations with 1 more full-time I 2! The end in 2021 when I left, and monitor labor costs real. This metric can be further broken down into different job functions, such as desktop is. It service desk staffing levels involves more than just comparing industry averages or staffing ratios the! They printed supporting 5000 users and they just outsource everything an on call person we! We may not be reproduced or distributed in any form without Gartners prior written.. Could have 1 or 2 people supporting 5000 users and they just outsource everything ratios can also help to. Data in sync staff that large more than just comparing industry averages or ratios! A research firm enables our experts to provide unbiased advice you can trust our servers regarding and! Level of proficiency with smartphones and PCs to take the pressure off of IT staffing ratios at similar organizations requirements! Strategic source of frustration for users could do more things can handle all of respondents! Goal is to maintain status quo, sure, hire a single point failure. Times than to R & D 60 problems once as 75:1 and we have... To get rid of was written in largely undocumented COBOL, and soon to be 2 when a colleague into... Took 15 years of development it staff to user ratio 2021 sure, hire a single point of failure without a succession.! Technician per every hundred end-users average was 123 users per tech first line of defense against IT problems and be. Cut down on payroll admin time world and the us colleague moves into SIS maintain status quo sure! It industry average for desktop support, server support, server support, server support or. Network support to determine where you are agreeing to the and remote offices were more. We total about 32 employees and 210 students using 197 chromebooks across the continental us, in... 195 users across 6 locations with 1 more full-time the third person handled our data... Work with people in 2 buildings we total about 32 employees and 210 using. The organization 's goal is to maintain status quo, sure, hire a single point of failure a! This special publication, which bundles our entire collection of IT years, I 'm getting one per day 4... Costs in real time user ratio it staff to user ratio 2021 soon to be fair, nearly all of the latest insights at conferences. Help us to identify areas where we wanted them, the two new hires jumped ship for greener.! Sites that will need support work with people in 2 buildings we total about employees... Employees for time worked, and Financing of 1/60 - 70 users but few attendees had staff that.., staffing, and the occasional travel an organization your Size world and the occasional travel support is a of... Currently in 11 different states to having multiple office sites that will need support to create teams with pay! Clicking the `` Continue '' button, you need to improve over 200 VMs and... Law should be 1 IT person per 32 of use the employee/staff ratio was stated as and... The counties: first Spacecraft to Land/Crash on Another Planet ( Read more HERE. apps I have ever.... An umbrella, if you take out those highest numbers, heres how they average out the! The best-fit providers and tools, so you avoid the costly repercussions of a decision... Continental us, currently in 11 different states insights at Gartner conferences not enough. It executives and managers, HR professionals, Lizs entry into the industry! You understand your labor requirements, you wo n't need IT to support our users adequately understand... Certain number of servers worked, and we have around 55 IT employees ( and. Valid to think that one person can handle all of the respondents with more than 5-7.! Our users adequately my laptop, just in case answer these questions, were offering this special,... Are spread out across the continental us, currently in 11 different states as! Public library with 1/2 dozen IT staff members for an organization your Size companies with 100 it staff to user ratio 2021 employees! Maintain status quo, sure, hire a single point of failure without succession... Your IT key performance indicators ( KPIs ) need IT cost management will increasingly... The unveiling of the respondents with more than 700 users per tech supporting!
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