hey guys! general curiosity what are the size of your companies and what does your IT org/size look like relative?
700+ with 6 IT/Sec employees. Way under staffed for our org support. Our goal is a ratio of 1:50, but right now we're at 1:115.
2500 staff / 15k students with a IT staff of about 15 people. We handle most IT support related things internally
This is a difficult question to answer, and there's not a ton of content out there to easily refer to or present. However, I'll share what I did find when I had this conversation. If you're a mature organization with a strong help desk, strong automation, teams that are mature and in place, Gartner and other studies have said the ratio can be 1:75 with a range of 1:500+ in the more mature orgs. This is for support team members not the entire IT department including managers.
Managers shouldn't be included in HC for this purpose since they're not considered "Do-ers"
The more mature your org is, the higher the ratio is. This doesn't always capture the need for systems/saas/platform engineers, or SRE, or other specialist roles for services, so take this as a guideline. I think the younger your company is, even with all-SaaS, to aim for 1:100 initially is the most sensible, "middle-of-the-road" strategy. As you build self service, build and invest in automation, SSO, and move away from on-prem, you'll likely need less, but, you'll likely need dedicated engineering talent for things like managing Windows, managing MacOS, etc.
Helpful links here:
• https://www.roberthalf.com/blog/management-tips/how-many-help-desk-tier-1-personnel-do-you-need• •
REAL simple math from Gartner ((And Gartner is an executive magic bullet, so if you quote them, it's like an instant critical hit)) If you've got access to Gartner research theres some great articles from them as well: Gartner’s estimate, of 7:1 (FTE: IT Ops) ((very costly)) to 135:1 (very efficient). The “ideal” ratio, based on Gartner’s research is 70:1. An alternative ratio speaks to 1.3%, i.e. 13 Help Desk Support Personnel : 1000 employees, for a ratio of 1 help-desk HC per 76.9 company employees.
@jfuller.depu hit the nail on the head.Our org has 450 users and we have 5 techs including myself.
It also depends on the types of work your users do. Our org has 5 people in our Information Systems team. We provide support for multiple lines of business ranging from seniors homes, hotels, and restaurants, to construction sites and office workers. We support cloud and desktop applications, workstations, networks, phone, mobility, nurse call, security systems, proprietary property management systems, building access controllers, point of sale, AV, servers, internet connectivity, cable TV, digital wayfinding, web, etc. As an organization, we are arguably too diversified and so haven't been able to benefit from economies of scale. We end up needing a lower staff to IT ratio than if our company did fewer things.
Right, that’s a good example of just complexity and width driving headcount need. If it was a company with all SaaS tools, slim infra, more advanced users in a tech startup probably less people because you’d have more skilled users. But your problems would likely be more “difficult” and your staff would likely need to be more senior. A good example of how it’s not one size fits all, but it’s neither good nor bad.
thank you all so much! 🙏
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