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Service desk managers and supervisors frequently ask about the proper ratio of analysts to supervisors. Should it be 5 to 1? 10 to 1? 20 to 1?

To answer this question, we must first understand how to the tradeoffs involved with analyst to supervisor ratio.

If the ratio is too high, the management span of control is too broad, and analysts can be working without the proper level of oversight and supervision. This, in turn, can lead to a multitude of issues ranging from low morale to inadequate training, coaching, and feedback.

By contrast, a ratio that is too low is an indication that a service desk is “top heavy;” it has too many supervisors for the number of analysts. This, in turn, leads to higher costs and specifically higher cost per ticket.

So how do we calculate it?

The analyst to supervisor ratio is simply the number of front-line analysts divided by the number of supervisors for a service desk. It is a measure of management span of control and managerial efficiency.

Learn more in the HDI Metric of the Month!

Angela Irizarry

Angela Irizarry is the President and Chief Operating Officer at MetricNet, where she is responsible for managing day-to-day operations, strategic planning, and new client acquisition. She also oversees the company's sales and marketing efforts and manages its intellectual property and online resources. Angela has been with the company for 10 years and has over 20 years of experience in business development and strategy. She has been featured in Fortune magazine and has received recognition for her work in competitive and trends analysis from executives at a variety of Fortune 100 companies. Angela is a dynamic and accomplished professional who consistently delivers exceptional results for MetricNet and its clients. She has a wealth of industry experience and a track record of success in driving business results, particularly in the financial services, insurance, and healthcare sectors. Angela is highly skilled in communication, problem-solving, and project management, and is committed to delivering the highest level of service to MetricNet's clients.


  • Sergio Castillo says:

    Good afternoon. I would like to know if you have some information on supevisory ratios for blue collar type shops. Example, machinist shops, welding ,maintenance and repar, etc.

    • Angela Irizarry says:

      Hi Sergio – We do have data for the industries you mentioned. While we don’t offer benchmarks for a single KPI, the supervisory ratio KPI is included in all MetricNet benchmarks. I’ll follow up with an email of the core benchmarking products that MetricNet offers.

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