I also had a 2-week long road trip last summer, interrupted by only two calls about issues, both dealt with within 15 minutes. We are a international Bank with a ratio of 67:1 for the complete IT team, not only the support group!. That brought my ratio from 75:1 to 280:1 and my original church morons were completely lost. Sneha Sharma, Not only is Gartner research unbiased, it also contains key take-aways and recommendations for impactful next steps. We had to get better at our jobs to handle the load. Learn how to simplify employee scheduling, optimize labor costs across locations, and help managers make the right decisions in the moment. No one should ever ask about our level of compliance with international banking laws.. Got something to say? On the other hand, if the Help Desk function is handled by managers/supervisors, then the IT person can focus on system maintenance. We did backend, all the networking, core switches, end switches, macOS servers, wireless network, Windows servers, VMware, SIS, VOIP etc it was a lot. All other trademarks are the property of their respective owners. All rights reserved. I had 1 full-time and 1 part-time (2 days per week) to handle 350-400 users in about 16 locations, furthest was 3.5 hours away by car supporting old, junk PCs. 3. SolarWinds has a deep connection to the IT community. We serve about 12,000 Students, 500ish staff and 150ish faculty. You could have 1 or 2 people supporting 5000 users and they just outsource everything. 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. Leverage the power of our products and solutions - 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. 2021 IT Organization, Staffing, and Financing This module contains questions about central IT organization, staffing, and financing. All that travel sounds weary for just 1 person. Whats the ideal ratio support staff ratio in your MSP? 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. 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. 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. By clicking the "Continue" button, you are agreeing to the I do have an MSP for external support. Clients:Log in and download the full report now. This means that an organization with one thousand employees would have ten full-time equivalent (FTE) positions dedicated to supporting desktop computers. 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). Reprinted with permission from Organizing for Results: IT Structures and Staffing Survey by people3,Mercer Human Resource Consulting, and ITAA. I wonder what your team's daily tasks would be? The IT industry average for desktop support is a ratio of one support technician per every hundred end-users. Gartner Terms of Use A pilot program was initiated by the agency to have certain employees work from home, which was a complete mess. 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. Name and email are required, but don't worry, we won't publish your email address. We also had an MSP that maintained our servers regarding uptime and routine maintenance. We had an on call person if we had major issues. It's been a wild ride. All rights reserved. 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). Were in the region of 350:1 (500:1.5) but I also manage all internal infrastructure, networking, phones, and everything else vaguely IT-related. Their numbers included both staff and students. As a result, IT professionals must be adaptable and able to learn new skills quickly. IT Staffing ratios offer great benefits to businesses. 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. From 20-30 tickets per day in 4 years, I'm getting one per day. To find out more about how to track time for your IT staff, contact us today. Over 30 IT head count ratios are provided for benchmarking IT staff counts, measuring IT worker productivity, and achieving efficiency within the IT department. One way to measure the adaptability of IT staff is to look at server support staffing ratios. Honestly, I don't know. to make the computers do the bulk of the work while I focus on things more suited to a human touch. Developed by network and systems engineers who know what it takes to manage today's dynamic IT environments, Plus a full-time web designer/maintainer for the websites we manage and host for some clients and ourselves. Discover how Workforce.com implementation unlocks the results you want and the adoption you need, all at the perfect pace. 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. Some of these responses make me really sad. I am currently a one man IT department for 140 users in 4 locations. 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. Its research is produced independently by its research organization without input or influence from any third party. Evaluate your IT key performance indicators (KPIs). 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. 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'm now part of an IT team of about 120 that supports around 4,000 users. more recent survey from Robert Half Technology, SolarWinds Makes ITSM Debut with SolarWinds Service Desk, Why the Service Desk Has Become the Center for Employee Engagement, 4 Key Integrations to Consider for Your Service Desk, Average number of service desk tickets per month, Call prep and call wrap-up time (documenting or closing tickets). Ratio of IT Staff to Employees. Gartner clients canlog into access the full library. Not enough to a s**t load about sums up every job I've ever been at. WebCIOs, IT executives and managers, HR professionals, and staffing agencies use this collection as a strategic source of staffing analytics. Connect directly with peers to discuss common issues and initiatives and accelerate, validate and solidify your strategy. Other hand, if the help Desk function is handled by managers/supervisors, then the IT person can on. 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