Rightsizing Desktop Support and Field Services | Staffing Ratios

Presented by

Jeff Rumburg, Managing Partner at MetricNet

About this talk

Many desktop support and field services managers struggle to answer one critical question – Are we staffed appropriately? In fact, MetricNet has found that most desktop support and field services groups are either under-staffed or over-staffed - each comes with its own set of problems. Additionally, most organizations wrongly assume that headcount should be based upon the number of users supported. However, MetricNet’s research has proven that staffing should be based upon the workload generated by the user population and not on the number of users supported. So, how do we ensure desktop support and field services are right-sized? And, how do we present and defend our headcount to key stakeholders in the organization? To help with this challenge, MetricNet has developed a tool based on industry benchmarks that takes the guesswork out of headcount! This downloadable tool takes a few basic pieces of information about your team and generates an easy to understand report that you can share with key stakeholders. Used as a reality check or a planning tool, MetricNet’s headcount calculator provides a simple way to plan and forecast headcount for desktop support and field services.
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MetricNet is the global leader in IT Service and Support and Contact Center benchmarking. More than half of the FORTUNE 500 rely on MetricNet benchmarks to improve and optimize their performance. MetricNet is the first, and still the only company to offer downloadable service desk and desktop support benchmarks from their website. With a global benchmarking database of nearly 4,000 IT Service and Support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry. Mr. Rumburg is the winner of the Ron Muns Lifetime Achievement Award, was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management for 2016, 2017 and 2018, and has served on HDI’s strategic advisory board. He is co-founder and Managing Partner of MetricNet, LLC, where he is responsible for global strategy, product development, and client engagement delivery. As a leading expert in benchmarking and re-engineering, Mr. Rumburg authored a best selling book on benchmarking, and has been retained as a benchmarking expert by such iconic companies as American Express, Intel, Coca Cola, and Emory Healthcare.