What are your staff ratios/models for white glove/executive IT support teams?

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I've observed that cookie-cutter models don't work for large enterprise accounts. True white glove/executive IT support requires a collaborative staffing model. The staffing is best negotiated with the account's leadership and execution teams.

Answer

The ideal staff ratios and models for white glove or executive IT support teams can vary based on factors such as the size of the organization, the complexity of IT infrastructure, the level of support required, and the specific needs of the executives or VIP users. However, here are some general guidelines to consider:

Staff Ratios:

The staff ratios will depend on the number of executives or VIP users you are supporting and the level of service you aim to provide. A common approach is to assign a dedicated IT support professional or a small team of professionals to a group of executives. Here are some example ratios:

1:1 Ratio: One dedicated IT support professional per executive. This provides highly personalized support but may be resource-intensive.

1:5 Ratio: One IT support professional for every five executives. This balances personalized support with efficient resource allocation.

1:10 Ratio: One IT support professional for every ten executives. This provides a reasonable balance for larger organizations.

Models:

There are different models you can adopt for white glove or executive IT support:

Dedicated Support: Each executive or VIP user is assigned a dedicated IT support professional who handles all their IT needs. This model offers the highest level of personalized service.

Tiered Support: A tiered support model provides different levels of support based on the severity and complexity of the issue. Lower-tier support handles basic requests, while higher tiers handle more complex issues.

On-Demand Support: IT support professionals are available on-demand, and executives can reach out whenever they need assistance. This model provides flexibility but may require a larger team to handle peak demand.

Concierge Service: Similar to a hotel concierge, this model offers proactive assistance and anticipates executives' needs. It can include technology recommendations, setup, and ongoing maintenance.

Skill Sets:

Members of your white glove IT support team should have a combination of technical skills, interpersonal skills, and an understanding of executive-level needs. They should be proficient in a wide range of technologies, including hardware, software, networking, and security.

24/7 Support:

Consider whether your white glove IT support team needs to provide 24/7 support, especially if executives travel frequently or work across different time zones.

Training and Professional Development:

Invest in ongoing training and professional development for your IT support professionals to keep them updated with the latest technologies and best practices.

Communication:

Effective communication is crucial. IT support professionals should be skilled at translating technical jargon into understandable terms for executives.

Metrics and Feedback:

Establish metrics to measure the performance and satisfaction of the white glove IT support team. Regularly gather feedback from executives to identify areas for improvement.

Answer

Every company has different requirements as does each executive. Budgets vary as do skill sets of executives. A Pool of techs available to service the executive team works best. You have a deep skill set that can handle virtually and need.
The exact number of individuals will vary by organization.
From personal experience and observation a team of 2-3 for 10-15 works well. Keeping in mind they are able to assist in other areas when needed.
Keep in mind one size doesn’t fit all.

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I guess it depends a bit on the why its needed. If its that you're swimming in cash and can afford the VIP treatment for busy execs the more power to you. If it's because theres a lot of support needed then maybe investing on fixing that would be better. Also, masking problems to those in an actual position to do something about them can be dangerous.

What are your staff ratios/models for white glove/executive IT support teams?

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