I'm trying to convince my management team to hire more IT staff, specifically in helpdesk roles. The challenge is that my management isn't very technical and often seems surprised when I explain that IT roles aren't all about coding. Our company doesn't even need developers. To strengthen my case, I'm considering bringing in a neutral third-party company to analyze our IT workload and provide recommendations directly to management. This way, it's not just us in the IT department asking for more help; it would be validated by an external expert's analysis. I've searched for articles and data on IT staffing numbers, but it seems like every company has different needs and responsibilities, making it hard to apply generic findings. Can anyone recommend companies that have done this kind of analysis or suggest where I might start looking? I've struggled with Google searches.
1 Answer
For determining helpdesk staffing, it's important to track your ticket data closely. Accurate records can help you produce useful reports that show leadership the ticket volume, resolution times, and other metrics. It’s often easier to find industry data on IT spending rather than specific headcount comparisons. Showing that your organization spends less than others in your sector could bolster your request for more positions. You might want to also check out forums like /r/ITManagers for additional insights.
I've tried focusing on ticket volume for two years without much progress. I'm the only IT person supporting 35 remote locations and with more sites opening soon, the workload is only growing. Even with weekly reports showing 30-50 new tickets, it hasn't changed management's mindset. I'll definitely check out the IT Managers thread for more help.