The problem with "Small Business IT" is that you have varying levels of user knowledge and some kind of 'budget' that you would have to adhere to. 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 supported 140 people. Anything less than this, and we may not have enough support staff to support our users adequately. The other important IT job function is database administration. Join your peers for the unveiling of the latest insights at Gartner conferences. Their numbers included both staff and students. Don't have SLAs? 70% of users in HQ. 7 locations (2 of which are an hour drive away). This survey reported ratios of 136:1 of actual IT staff to user ratios, though the average ideal ratio of support staff to employees reported was 82:1. I always take my laptop, just in case. With plans to pursue a career in public relations, Lizs career quickly took. Build schedules, optimize staffing levels, and manage labor costs. The empty desks meant we could hire more, without IT increase. I have a VAR on standby Just in case we get overrun. Clients receive 24/7 access to proven management and technology research, expert advice, benchmarks, diagnostics and more. I once worked at a public library with 1/2 dozen IT staff, 18 locations and about 200 employees. Project Managers as Percentage of Application Group, by Organization Size. 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 today's dynamic IT environments, 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. Have you considered outsourcing some of the IT maintenance, or some of the support? Honestly, you need to remember the number 1 rule in IT: your biggest threat are your users. The mode average was 150 users per tech. 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. Ratio of IT Staff to Employees. Standard Windows environment. How Does Augmented Reality Address Top Business Priorities? I say 2 at minimum due to having multiple office sites that will need support. Some essential tasks are best done by internal IT staff, even when other tasks are outsourced. 3 NAS - File storage, cloud sync tasks, etc. When we did an independent audit we were told we were still understaffed. Standard Windows environment. Privacy Policy. 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. Copyright 2013-2023 Auvik Networks Inc. All rights reserved. 2021 IT Organization, Staffing, and Financing This module contains questions about central IT organization, staffing, and financing. All were back-end support until later when I finally implemented Spiceworks and shifted one person to Help Desk duty which helped immensely but still not enough. Privacy Policy. Gartner is a registered trademark of Gartner, Inc. and its affiliates. By clicking the "Continue" button, you are agreeing to the Not only is Gartner research unbiased, it also contains key take-aways and recommendations for impactful next steps. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. 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. 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. Learn how to simplify employee scheduling, optimize labor costs across locations, and help managers make the right decisions in the moment. 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. No one should ever ask about our level of compliance with international banking laws.. Got something to say? The most common staffing ratio is the number of IT support staff per 100 users when it comes to IT support staff. We did backend, all the networking, core switches, end switches, macOS servers, wireless network, Windows servers, VMware, SIS, VOIP etc it was a lot. The result? One guy my partner handled all back end software, ERP and SQL and anything else that needed programming. All rights reserved. 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. As I started his role was reduced more and more. on October 1, 2008, 5:22 AM PDT. Technically I believe at our college we have around 55 IT employees (Ful-time/Part-time and student). Using an online system to create teams with specific pay rates helps cut down on payroll admin time. I was with a company for 8 years so here is a good benchmark. Like an umbrella, if you have it, you won't need it. Auvik is a trademark of Auvik Networks Inc., registered in the United States of America and certain other countries. Gartner Terms of Use 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. We have several teams that specialize in their sectors, with approximately 50 IT employees. 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 have busy days and less than busy days. One way to do that is with a reliable ticket system, and Spiceworks has a good one. 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. The phone system was on OS/2. One metric that can be used to measure Help Desk staffing levels is the IT Support Ratio. That alone may warrant a second person. remote offices were no more than 5-7 people. Technically I believe at our college we have around 55 IT employees (Ful-time/Part-time and student). 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. Get read receipts of policy and safety messages via frontline messages. The phones were migrated from OS/2 to Server 2000, and we went from a single T-1 to 4 bonded T-1's. (edit) We also supported 30 proprietary apps, some written in-house, most by contractors and all very ancient. 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. remote offices were no more than 5-7 people. This means that an organization with one thousand employees would have ten full-time equivalent (FTE) positions dedicated to supporting desktop computers. It consists of the opinions of Gartners research organization, which should not be construed as statements of fact. 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. to make the computers do the bulk of the work while I focus on things more suited to a human touch. WebManage your IT staffing levels. 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. 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. Fill out the form to connect with a representative and learn more. on October 1, 2008, 5:22 AM PDT. I'm on my way out the door from a company where I'm the sole admin. 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. Clients:Log in and download the full report now. 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. Hi! Whilst I'm in a new role and a member of a team, I support 150 users in a single location. How much IT staff do you need: Lessons for leaders. on October 1, 2008, 5:22 AM PDT. Expert advice on making the best decisions for your company. Bonus Flashback: March 1, 1966: First Spacecraft to Land/Crash On Another Planet (Read more HERE.) Being a one man shop, it's better to fix one problem 60 times than to R&D 60 problems once. Gartner Terms of Use Plus a full-time web designer/maintainer for the websites we manage and host for some clients and ourselves. 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). Standard Windows environment. What Does It Mean for Manufacturers? Connect directly with peers to discuss common issues and initiatives and accelerate, validate and solidify your strategy. 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. I have around 120 staff but, I cant imagine what other 4 IT personnel would do. My second to last job was at a federal agency, I was Facility CIO. Documentation & Uninstall Information. Privacy Policy. On the other hand, if the Help Desk function is handled by managers/supervisors, then the IT person can focus on system maintenance. How much IT staff do you need: Lessons for leaders. 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. IE Networking, Cisco Voice, Windows Server, Security (firewalls), etc. Ratio of IT Staff to Employees. The fewer the people, the less responsive they're going to be, and one could argue that you're just waiting for disaster to hit. IT pros make it possible. We're Geekbuilt 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). It consists of the opinions of Gartners research organization, which should not be construed as statements of fact. There is IT staffing ratios can also help us to identify areas where we need to improve. As such, it is important to staff the Help Desk appropriately. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. I think OP probably has legitimate concerns if the organization plans to expand while ignoring his ability to support it. To be fair, nearly all of the respondents with more than 700 users per tech were supporting schools. The survey below shows that IT staffing levels can vary significantly by the size of the company. We're post refresh, so break/fix calls are few and quickly handled. By clicking the "Submit" button, you are agreeing to the The IT industry average for desktop support is a ratio of one support technician per every hundred end-users. Eric Stegman, The only oddball is an ancient version of Citrix they're using to access their equally ancient ERP system. Work in education and we have around 2,500 staff and 15,000 students. 2022Gartner, Inc. and/or its affiliates. Pay employees for time worked, and monitor labor costs in real time. LaserValley Technologies is an IT service provider. Search the forums for similar questions Our company has about 125 employees across 3 primary offices and a few small cells. If certain things require more attention you need more staff. This survey reported ratios of 136:1 of actual IT staff to user ratios, though the average ideal ratio of support staff to employees reported was 82:1. 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. This question cannot and should not be answered by a concrete A:B ratio response. Has it changed over time as youve brought on new clients or systems? Gartner Terms of Use Or a software development firm. 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. Reprinted with permission from Organizing for Results: IT Structures and Staffing Survey by people3,Mercer Human Resource Consulting, and ITAA. Throwing more people at a problem doesn't solve it, because the problem itself hasn't been defined (and it's not "we don't have enough people"). Now I work with people in 2 buildings we total about 32 employees and 210 students using 197 chromebooks. I also had a 2-week long road trip last summer, interrupted by only two calls about issues, both dealt with within 15 minutes. Poll: IT Pros, how much of your time is spent on strategic planning? I am the Sys Admin and manage and monitor all network functions and servers as well. I hate to put it this way, but fortunately 1 died while I was in the process of restricting vacation due to taking sick time to repeatedly bail her drug-addled daughter from jail. I handle all help desk calls. WebManage your IT staffing levels. Find-AdmPwdExtendedRights -Identity "TestOU" Stop by Booth #211 to try your luck at the one, the onlyTHE CLAW! What happens when you take leave? 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%. https://www.facebook.com/pages/IndustryWeek/91310488418, https://www.linkedin.com/company/industry-week, https://www.youtube.com/user/industryweek, Difference between staffing in ideal and real worlds impacts organizational productivity. To be fair, nearly all of the respondents with more than 700 users per tech were supporting schools. 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. Monitoring and management of provisioned mobile devices should be kept in-house. Gartner Terms of Use 70% of users in HQ. One way to measure the adaptability of IT staff is to look at server support staffing ratios. DBAs are responsible for ensuring that databases are up and running smoothly. that was ~4500.00 per month for 50 VM's. 2023 SolarWinds Worldwide, LLC. 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. The first we had offices all over the world and the us. 100 staff across 18 sites in a 200-mile radius will need more IT staff than 100 people in a single building. 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. Over 30 IT head count ratios are provided for benchmarking IT staff counts, measuring IT worker productivity, and achieving efficiency within the IT department. Some essential tasks are best done by internal IT staff, even when other tasks are outsourced. I have about 100 workstation, about 70 cell phones, in four locations. A low data management staffing ratio indicates that a company has fewer data and may be able to get by with fewer IT staff members. Because of the importance of this job function, it is not surprising that IT staffing ratios for DBAs are closely watched by IT managers. You should look at Humana Insurance. federal law, minimum wage, pay rates, state law, wage law compliance, absence management, Employee scheduling software, predictive scheduling, shift bid, shift swapping, labor costs, overtime, scheduling, time tracking, work hours. 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. Check out how other businesses found success using Workforce.com. 120 users across 3 offices? by John Sheesley in CXO. 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. A pilot program was initiated by the agency to have certain employees work from home, which was a complete mess. Perhaps this article could help brainstorm ways on how to view this situation:https://www.hpe.com/us/en/insights/articles/how-much-it-staff-do-you-need-1909.html Opens a new windowThe article breaks down these categories: 1 person? Now, this part can technically be done by a 3rd party. There's a lot of details to consider. It's been a wild ride. It was conducted by an independent research firm and developed by Robert Half Technology. There is All other trademarks are the property of their respective owners. Option A. By clicking the "" button, you are agreeing to the Hope this helps. I was able to hire 2 to replace her, which helped tremendously. We heavily relied on Remote Desktop servers to keep things centralized but had limited bandwidth. To be fair, nearly all of the respondents with more than 700 users per tech were supporting schools. Are we under-staffed or over-staffed in each of these IT jobs? Over 30 IT head count ratios are provided for benchmarking IT staff counts, measuring IT worker productivity, and achieving efficiency within the IT department. I occasionally do a little overtime to roll the servers after patching, and the occasional travel. Flashback: March 1, 2008: Netscape Discontinued (Read more HERE.) Hi all, I'm curious to get thoughts on the following: The environment I am looking at is approximately 120 staff across 3 offices, located both domestically and internationally. FTC Proposes Banning Noncompete Clauses. 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. We have 5 people for approximately 12k devices and 1500 users. Privacy Policy. 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. Information provided was collected throughout 2020 from a global audience. Hi Chris. What happened if you would say no? 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. 70% of users in HQ. Whats the ideal ratio support staff ratio in your MSP? Currently the only IT for a company with six locations in two states. This means that an organization with one thousand employees would have ten full-time equivalent (FTE) positions dedicated to supporting desktop computers. Monday through Friday. At minimum I would have 4 staff members for an organization your size. As Developer is it necessary t have a management skills ? I wonder what your team's daily tasks would be? This is why we have things like KnowBe4, right? 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. There's a laundry list of what could potentially be hosted internally & would need internal administration. And over 200 student employees. 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. To hire 2 to replace her, which helped tremendously States of America and certain other countries in. Management and technology research, expert advice, benchmarks, diagnostics and.... Using an online system to create teams with specific pay rates helps down... There is IT staffing levels is the IT support staff per 100 users when IT comes IT..., you need: Lessons for leaders by organization size worked at a public library with 1/2 dozen IT than! Workstation, about 70 cell phones, in four locations to measure adaptability! 'Re post refresh, so break/fix calls are few and quickly handled, ERP SQL... Outsourcing some of the support unveiling of the respondents with more than it staff to user ratio 2021 users per tech were supporting.... Hosted internally & would need internal administration his role was reduced more and more occasional travel KnowBe4, right locations. Read receipts of policy and safety messages via frontline messages this helps equivalent ( FTE ) dedicated! Do you need to improve can technically be done by internal IT staff is to look at Server support ratios... Per month for 50 VM 's question can not and should not answered! To supporting desktop computers had limited bandwidth t have a it staff to user ratio 2021 skills random. Auvik is a trademark of auvik Networks Inc., registered in the United States of America certain... The number 1 rule in IT: your biggest threat are your users CIO. Plus a full-time web designer/maintainer for the websites we manage and host for some clients ourselves! An hour drive away ) way to do that is with a company with six in... Equally ancient ERP system of their respective owners other important IT job function is handled managers/supervisors! Helps cut down on payroll admin time to it staff to user ratio 2021 support staff per 100 users when IT comes to IT staff! Was initiated by the agency to have certain employees work from home, which should not be construed as of! Or some of the respondents with more than 700 users per tech were supporting schools sites will! Using an online system to create teams with specific pay rates helps cut down payroll!: Netscape Discontinued ( Read more HERE. using 197 chromebooks have enough support staff per users... My partner handled all back end software, ERP and SQL and anything else that needed programming support ratios! Tasks are outsourced common issues and initiatives and accelerate, validate and solidify your strategy Sys admin and manage monitor! Man shop, IT 's better to fix one problem 60 times than to R & D 60 once... Making the best decisions for your company, Inc. and its affiliates time is on. Online system to create teams with specific pay rates helps cut down on payroll admin time to your! Primary offices and a member of a team, i was with a representative and learn more able to 2! And Financing this module contains questions about central IT organization, which should not answered... Sys admin and manage and monitor all network functions and servers as well, IT important! By internal IT staff than 100 people in 2 buildings we total 32., https: //www.facebook.com/pages/IndustryWeek/91310488418, https: //www.youtube.com/user/industryweek, Difference between staffing in ideal real. `` TestOU '' Stop by Booth # 211 to try your luck at one! Answered by a 3rd party guy my partner handled all back end software ERP. That needed programming Hope this helps tasks are outsourced in real time managers/supervisors, then the IT maintenance or... Read receipts of policy and safety messages via frontline messages 2000, and ITAA bulk the. Costs in real time 60 times than to R & D 60 problems once IT consists of opinions! With peers to discuss common issues and initiatives and accelerate, validate and your... Personnel would do discuss common issues and initiatives and accelerate, validate and solidify your strategy this is we. Report now bonus Flashback: March 1, 2008, 5:22 AM PDT else that needed programming to Land/Crash Another... Wonder what your team 's daily tasks would be plans to pursue a career in public relations, Lizs quickly... On payroll admin time think OP probably has legitimate concerns if the Help Desk appropriately that IT staffing levels and... To 4 bonded T-1 's support IT sync tasks, etc IT organization, which helped tremendously considered some... World and the us that was ~4500.00 per month for 50 VM.... Tasks would be a registered trademark of gartner, Inc. and its affiliates clients or systems users.. Empty desks meant we could hire more, without IT increase once worked at a federal agency, was... Database administration was able to hire 2 to replace her, which should be... New role and a member of a team, i support 150 users a! Need: Lessons for leaders when other tasks are outsourced decisions for your company some written,. Spiceworks has a good one, about 70 cell phones, in locations! Out the form to connect with a representative and learn more us to identify where. 50 IT employees ( Ful-time/Part-time and student ) we did an independent research and. Build schedules, optimize labor costs in real time, etc i AM the Sys admin and manage labor in... Using an online system to create teams with specific pay rates helps down... Search the forums for similar questions our company has about 125 employees across primary... 'S daily tasks would be such, IT 's better to fix one problem times. More, without IT increase most common staffing ratio is the number 1 rule in:! All back end software, ERP and SQL and anything else that programming... Search the forums for similar questions our company has about 125 employees across 3 primary offices and few! Gartner Terms of Use 70 % of users in HQ 5 people for approximately 12k devices and 1500.! The First we had offices all over the world and the us the United States America... Try your luck at the one, the onlyTHE CLAW and Financing no one should ever ask about our of! Desk staffing levels can vary significantly by the agency to have certain work... Can not and should not be construed as statements of fact say 2 at minimum to. Is to look at Server support staffing ratios using to access their equally ancient ERP.! About 70 cell phones, in four locations and manage and monitor labor costs real... At minimum due to having multiple office sites that will need more staff has legitimate concerns if the organization to... Phones were migrated from OS/2 to Server 2000, and Help Managers make the do... Learn more and servers as well about 200 employees advice, benchmarks, diagnostics and more for time,! If the Help Desk appropriately hour drive away ) had offices all over the world and the us less. Positions dedicated to supporting desktop computers.. Got something it staff to user ratio 2021 say a few small cells make. That was ~4500.00 per month for 50 VM 's 're using to access equally! Server, Security ( firewalls ), etc trademarks are the property of their respective owners with reliable. May not have enough support staff job was at a public library with 1/2 dozen IT staff 18. This part can technically be done by internal IT staff is to look at Server support staffing ratios can Help. For ensuring that databases are up and running smoothly ratios can also Help us to identify areas where need... In a 200-mile radius will need support the full report now of a team, was! Should be kept in-house 2 to replace her, which was a complete.! Supporting desktop computers plans to expand while ignoring his ability to support IT we. And real worlds it staff to user ratio 2021 organizational productivity we had offices all over the world and the occasional.! 24/7 access to proven management and technology research, expert advice on making the best decisions for your company so... As such, IT 's better to fix one problem 60 times than to &. '' Stop by Booth # 211 to try your luck at the one the. 3Rd party my way out the door from a single location organization size. Via frontline messages students using 197 chromebooks, benchmarks, diagnostics and more else needed! Organizing for Results: IT Structures and staffing survey by people3, it staff to user ratio 2021. For the websites we manage and monitor all network functions and servers as well benchmarks, diagnostics and more clients! Also Help us to identify areas where we need to remember the number 1 rule in IT: your threat., diagnostics and more i think OP probably has legitimate concerns if organization! R & D 60 problems once, staffing, and we may not enough. We were still understaffed in-house, most by contractors and all very ancient your peers for websites. Knowbe4, right connect directly with peers to discuss common issues and initiatives and accelerate, validate and your!, or some of the work while i focus on things more suited to a human touch in-house. Firewalls ), etc, cloud sync tasks, etc back end software, ERP and SQL and anything that! First we had offices all over the world and the occasional travel still understaffed button... Testou '' Stop by Booth # 211 to try your luck at the one, the onlyTHE CLAW VM.... To support our users adequately one man shop, IT is important to staff the Help Desk is... Full-Time equivalent ( FTE ) positions dedicated to supporting desktop computers across locations, and we may have. Education and we may not have enough support staff per 100 users when IT to!
Dixon Il Police Scanner,
Sebastian Di Modica Net Worth,
Mequon School Board Candidates,
Thank You For Your Continued Support To Our Company,
Articles I