Headcount Guidelines for IT Service and Support
As you walk the halls of your service and support organization, it’s clear that it takes more than agents and technicians to keep things running smoothly. A well balanced support organization also needs supervisors, managers, QA/QC personnel, workforce schedulers and the like. We refer to these positions as indirect headcount. One of the most common questions we are asked is “How do I calculate the need for these indirect personnel in my support organization?” There is a fairly simple answer, but the calculations vary based on the type of indirect personnel.
In this article, we will outline both the industry averages for each type of headcount as well as the formula to determine appropriate headcount. Appropriate headcount is critical because understaffed support organizations will lack the necessary level of control and overstaffed support organizations will experience an unnecessarily high cost. Here are five of the most common types of indirect headcount and how to calculate the need for your support organization: