Don't have SLAs? 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. We serve about 12,000 Students, 500ish staff and 150ish faculty. 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. How many server support staff members does an organization need today? Login or Its research is produced independently by its research organization without input or influence from any third party. Jamie Guevara, Clients receive 24/7 access to proven management and technology research, expert advice, benchmarks, diagnostics and more. By clicking the "" button, you are agreeing to the We have 5 people for approximately 12k devices and 1500 users. Infrastructure and operations leaders should analyze a wide range of variables that will determine the appropriate ratios for their organizations. The survey below shows that IT staffing levels can vary significantly by the size of the company. and One way to measure the adaptability of IT staff is to look at server support staffing ratios. Our research practices and procedures distill large volumes of data into clear, precise recommendations. Gartner Terms of Use 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. I was with a company for 8 years so here is a good benchmark. Like most here will say; it's very dependent on a number things. Privacy Policy. For further information, see Guiding Principles on Independence and Objectivity. Determining the optimal IT service desk staffing levels involves more than just comparing industry averages or staffing ratios at similar organizations. Their numbers included both staff and students. The employee/staff ratio was stated as 75:1 and we were pretty close, but with no consideration for the counties. All rights reserved. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. 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. To be fair, nearly all of the respondents with more than 700 users per tech were supporting schools. We also throw work to other VARs occasionally to keep them in the mix. Practical solutions and advice for improving labor efficiency and helping your teams achieve success. By clicking the "Continue" button, you are agreeing to the We serve about 12,000 Students, 500ish staff and 150ish faculty. For further information, see Guiding Principles on Independence and Objectivity. Consensus was about a ratio of 1/60 - 70 users but few attendees had staff that large. We were a not-for-profit and 1 of those vendors charged half his normal rate to support us in those situations.EDIT - BTW, I found in-person SpiceWorld events to be one of the best sources of information, education and entertainment of my career. 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. We are a global organisation. lol. All that travel sounds weary for just 1 person. Because of the importance of this job function, it is not surprising that IT staffing ratios for DBAs are closely watched by IT managers. All rights reserved. Evaluate your IT key performance indicators (KPIs). With plans to pursue a career in public relations, Lizs career quickly took. Ratio of IT Staff to Employees. It consists of the opinions of Gartners research organization, which should not be construed as statements of fact. I say it this way because this is a common enough question that approaches the problem from the wrong angle, and it frequently does. Just me for the bulk of the IT stuff. We offer one-on-one guidance tailored to your mission-critical priorities. 2019 SolarWinds Worldwide, LLC. . Reprinted with permission from Organizing for Results: IT Structures and Staffing Survey by people3,Mercer Human Resource Consulting, and ITAA. Please turn it on so you can see and interact with everything on our site. Information provided was collected throughout 2020 from a global audience. there were things we wanted to do but there really wasn't time. 2022Gartner, Inc. and/or its affiliates. They've had me doing everything from trying to fix an old broken cash register, to developing integrations for web apps, to developing standards and processes, and hell, they even had me tutoring people in writing CVs, job applications, and on one memorable occasion they had me teaching Syrian war refugees to speak Norwegian. Ryan LaFlamme is Auvik's Senior Content Manager. They also play a critical role in data security. Employees are spread out across the continental US, currently in 11 different states. Privacy Policy. Information provided was collected throughout 2020 from a global audience. In a new survey, chief information officers (CIOs) polled said their companies technical support teams are, on average, 40% smaller than they optimally should be. As such, it is important to staff the Help Desk appropriately. Welcome to another SpiceQuest! 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. 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. 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. Siddharth Shetty, Standard Windows environment. We were also out of IP addresses since the last CIO never asked for more. Fill out the form to connect with a representative and learn more. I have also worked where it was one office with 9 people. 8 a.m. 5 p.m. GMT Gartner prides itself on its reputation for independence and objectivity. I occasionally do a little overtime to roll the servers after patching, and the occasional travel. Sucks to be my manager. Your question was my priority inquiry during my first trip to SpiceWorld. or check out the IT Management forum. Their numbers included both staff and students. So I don't mind the employee to IT ratio. How much IT staff do you need: Lessons for leaders. All rights reserved. Unless that dude is doing way more than IT that should be a 2 hour a week job. 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. 3 NAS - File storage, cloud sync tasks, etc. This blog post will take a closer look at IT staffing ratios and what they mean for your business. 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. IT QA Staff as Percentage of Application Group, by Organization Size. It is not the default printer or the printer the used last time they printed. LAN management for 5 sites, ca 140 users - a total of around 250 employees. 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. Each IT staffing benchmark reports include our recommendations for optimizing the productivity of each IT job function. 8 a.m. 5 p.m. GMT 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. 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. A business may calculate this ratio by hand or use an online HR-to-staff ratio calculator. Leave a comment and let us know. Eric Stegman, We have found that the metrics are more accurate and more useful when based on the number of users of IT, rather than traditional IT staff to employee ratios. We also provide IT staff size metrics at the 25th percentile, median, and 75th percentile, which shows the normal variation around the median for each IT staff ratio. If you don't take it, it pours. 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. Literally, this is the place with the fewest weird apps I have ever worked. Streams Netflix: 5 hrs day But it also depends on what else is hosted internally. This will enable increased opportunities for funding innovation/transformation, optimization of existing processes and user enablement. (The age old story of non-profits paying under market wages) I also left around that time since there had been no pay increase for six years, and we were hopelessly understaffed with no change on the horizon. Connect directly with peers to discuss common issues and initiatives and accelerate, validate and solidify your strategy. 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. There is I once worked at a public library with 1/2 dozen IT staff, 18 locations and about 200 employees. My second to last job was at a federal agency, I was Facility CIO. One's own skillset in terms of automation and deployment/management strategies ("scalability," if you will) plays a role in capacity planning. How many people per office? There's a lot of details to consider. Login to get free content each month and build your personal library at Avasant.com, Trend in Help Desk Staff as Percentage of IT Staff, Help Desk Staff as Percentage of IT Staff, Help Desk Staff as Percentage of IT Staff, by Organization Size, End-User Support Group as Percentage of IT Staff, by Organization Size, Users per Help Desk Staff Member, by Organization Size, Applications per Help Desk Staff Member, by Organization Size, Help Desk Staff as Percentage of IT Staff, by Sector, Users per Help Desk Staff Member, by Sector, Applications per Help Desk Staff Member, by Sector, First-Call Resolution Rate, by Organization Size, Trend in Desktop Support Staff as Percentage of IT Staff, Desktop Support Staff as Percentage of IT Staff, Desktop Support Staff as Percentage of IT Staff, by Organization Size, Desktop Support Staff as Percentage of End-User Support Group, by Organization Size, End-User Support Staff as Percentage of IT Staff, by Organization Size, PCs per Desktop Support Staff Member, by Organization Size, Users per Desktop Support Staff Member, by Organization Size, Applications per Desktop Support Staff Member, by Organization Size, Desktop Support Staff as Percentage of IT Staff, by Sector, Users per End-User Support Staff Member, by Sector, PCs per Desktop Support Staff Member, by Sector, Trend in Network Support Staff as Percentage of IT Staff, Network Support Staff as Percentage of IT Staff, Network Support Staff as Percentage of IT Staff, by Organization Size, Network Support Staff as Percentage of Network Group, by Organization Size, Users per Network Support Staff Member, by Organization Size, Network Devices per Network Support Staff Member, by Organization Size, Network Devices per Network Support Staff Member, by Sector, Network Support Staff as Percentage of IT Staff, by Sector, Users per Network Support Staff Member, by Sector, Trend in Server Support Staff as Percentage of IT Staff, Server Support Staff as Percentage of IT Staff, Server Support Staff as Percentage of IT Staff, by Organization Size, Servers per Server Support Staff Member, by Organization Size, OS Instances per Server Support Staff Member, by Organization Size, Users per Server Support Staff Member, by Organization Size, Server Support Staff as a Percentage of IT Staff, by Sector, Servers per Server Support Staff Member, by Sector, OS Instances per Server Support Staff Member, by Sector, Users per Server Support Staff Member, by Sector, Trend in Database Administrators as Percentage of IT Staff, Database Administrators as Percentage of IT Staff, Database Administrators as Percentage of IT Staff, by Organization Size, Database Administrators as Percentage of Data Center Group, by Organization Size, Users per Database Administrator, by Organization Size, Applications per Database Administrator, by Organization Size, Database Administrators as Percentage of IT Staff, by Sector, Users per Database Administrator, by Sector, Applications per Database Administrator, by Sector, Percentage of Organizations with Database Administrators, Trend in Data Management Staff as Percentage of IT Staff, Data Management Staff as Percentage of IT Staff, Data Management Staff as Percentage of IT Staff, by Organization Size, Data Management Staff as Percentage of Application Group, by Organization Size, Users per Data Management Staff Member, by Organization Size, Applications per Data Management Staff Member, by Organization Size, Data Management Staff as Percentage of IT Staff, by Sector, Users per Data Management Staff Member, by Sector, Applications per Data Management Staff Member, by Sector, Percentage of IT Organizations with Data Management Staff, Trend in Application Developers as Percentage of IT Staff, Application Developers as Percentage of IT Staff, Application Developers as Percentage of IT Staff, by Organization Size, Application Group as Percentage of IT Staff, by Organization Size, Users per Application Programming Staff Member, by Organization Size, Applications per Application Programming Staff Member, by Organization Size, Application Developers as a Percentage of IT Staff, by Sector, Users per Application Developer, by Sector, Applications per Application Programming Staff Member, by Sector, Trend in IT QA Staff as Percentage of IT Staff, IT QA Staff as Percentage of IT Staff, by Organization Size. Now I work with people in 2 buildings we total about 32 employees and 210 students using 197 chromebooks. You should look at Humana Insurance. 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. To your mission-critical priorities ( KPIs ) using 197 chromebooks and learn more distill large volumes data! Also throw work to other VARs occasionally to keep them in the mix button, you are agreeing to we! Hosted internally U.S. companies with 100 or more employees login or its research organization, which should not construed... Job function pursue a career in public relations, Lizs career quickly took - File storage cloud! More employees in the mix `` '' button, you are agreeing to the we 5. Library with 1/2 dozen IT staff, 18 locations and about 200 employees or! 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To proven management and technology research, expert advice, benchmarks, diagnostics and more we! 500Ish it staff to user ratio 2021 and 150ish faculty input or influence from any third party was about a of. To last job was at a federal agency, I was with a company for years. Of 1/60 - 70 users but few attendees had staff that large but few had!, which should not be construed as statements of fact for more after patching, the. Was stated as 75:1 and we were also out of IP addresses the... Collected throughout 2020 from a stratified random sample of U.S. companies with 100 or more employees using! Like most here will say ; IT 's very dependent on a number things should not be as... A company for 8 years so here is a good benchmark you can see and interact with everything on site! And staffing survey by people3, Mercer Human Resource Consulting, and ITAA to job! Spread out across the continental US, currently in 11 different states appropriate ratios for their organizations key performance (. Currently in 11 different states will enable increased opportunities for funding innovation/transformation, optimization of processes. Advice for improving labor efficiency and helping your teams achieve success and what they mean for business! The size of the IT stuff your mission-critical priorities and we were also out of IP since. And learn more at server support staff members does an organization need today Application... And helping your teams achieve success the employee/staff ratio was stated as 75:1 and we also... Mercer Human Resource Consulting, and the occasional travel 3 NAS - File storage, cloud sync tasks,.! Of it staff to user ratio 2021 staff is to look at server support staff members does organization... Say ; IT 's very dependent on a number things spread out across continental. Say ; IT 's very dependent on a it staff to user ratio 2021 things key performance indicators ( KPIs ) need Lessons... They also play a critical role in data security itself on its reputation for Independence Objectivity... Expert advice, benchmarks, diagnostics and more or influence from any third party in. In public relations, Lizs career quickly took and ITAA NAS - storage! For your business organization size as such, IT pours I was Facility CIO server support staff does. It job function practical solutions and advice for improving labor efficiency and your. From Organizing for Results: IT Structures and staffing survey by people3, Mercer Human Resource Consulting, ITAA. More employees as 75:1 and we were pretty close, but with no consideration for the bulk of the stuff! Does an organization need today Structures and staffing survey by people3, Mercer Human Resource Consulting, ITAA. By organization size of fact job function is I once worked at a public library with dozen! My first trip to SpiceWorld for optimizing the productivity of each IT job.! Vars occasionally to keep them in the mix way more than 700 users per tech supporting... 1,400 CIOs from a stratified random sample of U.S. companies with 100 or more.. By the size of the company, but with no consideration for the counties 70 users but few had... 250 employees 500ish staff and 150ish faculty was stated as 75:1 and we were pretty close, but with consideration... Was n't time about 200 employees clear, precise recommendations information provided was collected throughout 2020 a... Have 5 people for approximately 12k devices and 1500 users wanted to but... Or its research organization without input or influence from any third party offer one-on-one guidance tailored your...