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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 joined MetricNet in early 2013. In her current role as Vice President and Chief Operating Officer, she assists MetricNet’s CEO in managing the Company’s day-to-day operating activities, short-term and long-range strategic planning and new client acquisition. Additionally, she is responsible for planning, organizing, and implementing the Company’s sales and marketing efforts as well as managing MetricNet’s intellectual property, online best practices library, web projects and e-commerce shop. Angela is a versatile and results-oriented professional with nearly 15 years of business development and marketing experience across a multitude of industries globally. Prior to joining MetricNet she held various leadership positions in the Property Management and Retail industries where she was known for her strong track record of sales growth, marketing foresight and creative problem solving.

2 Comments

  • 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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