Size and source onsite IT support across a global site footprint

For CIO and workplace-services teams with many sites who need to know whether their onsite support is right-sized and rightly sourced.

Engagement type: Team Pod
Experts: 2 experts
Hours: ~30
Duration: 3 weeks

What the client needed

An enterprise with a large global footprint of sites needed to benchmark its onsite IT support — team size, the mix of employees, contractors and managed service, cost per user and process maturity — against market practice, and wanted a framework for staffing decisions at new sites.

The experts engaged

Previously at Compass Group, EXL, IBM, AXA Technologies, Aviva, Genpact · 20 years

Roles heldgeneral manager, IT infrastructure and managed services · vice president, enterprise technology · global offering manager, transition and transformation · head of workplace services

Set up and ran services for 125,000 employees in 30 countries, including SOC
Modular managed-services design: SLAs, KPIs, XLAs, runbooks and governance
Follow-the-sun staffing; what runs centrally and what runs locally
AIOps and shift-left in current managed-services pricing

Atlas Verified · Tier B

Previously at HCL Technologies · 25+ years

Roles heldgeneral manager, IT infrastructure management, service delivery and end-user computing

End-to-end infrastructure operations for 50,000+ users across 25+ countries
Data centre, hybrid cloud, network, EUC, databases and SRE teams
$50M+ multi-year global accounts; US-based key accounts for seven years

Atlas Verified · Tier B

A exceptional · B strong · C competent — the tier is derived from the whole assessment, not a single score. The transcript and report are open to you before you engage. How verification works →

The brief

The questions on the table

As the client wrote them, lightly shortened. Client and respondents are not named.

Q1
What ratios of onsite staff to users and devices apply by site type — office, plant, lab, warehouse, HQ — and what legitimately makes a region look oversized?
Q2
What is the normal split of employees, contractors and managed service by type of work, and which roles stay in-house?
Q3
When does dispatch beat dedicated onsite, and what support models work for very small sites?
Q4
What does onsite cost per user and per person in high- and low-cost regions, and what drives the variation?
Q5
How should a new site’s support model be decided, and how often reviewed?

The hours

What the work involved

01
Consultation guide across nine themes
Regional variation, contractor mix, roles and skill mix, automation, cost, predictive staffing, sourcing model, the new-site framework, governance.
02
Expert consults
Two leaders who have run managed services and end-user computing for global accounts, each covering the sites and regions they ran.
03
Synthesis into ratios, rules of thumb and a staffing framework
Numbers as ranges with the rule behind each, and a decision tree for new sites.

Deliverables

What the client received

Staffing ratios by site typeOffice, plant, lab, warehouse, HQ.
In-house, contractor and managed-service split by scopeWith the roles peers keep in-house.
Cost-per-user drivers and all-in cost ranges by regionEmployee versus contractor.
A decision framework for new sitesWith review triggers.
Consultation notesDe-identified.

The terms

What an engagement like this costs

You buy hours in blocks and can change the expert at the end of any block, at no extra cost. Longer projects run in stages: pause after a block, pick up the next stage when you are ready.

Pricing in full →

Rate band: $65–$250 /hr; Senior specialists can be up to $500
Hour blocks: 1 · 2 · 5 · 10 · 20 · 50 · custom
This engagement: Team Pod · ~30 hours · 3 weeks

Benchmarking onsite support?

Describe what you need

For example: “We run onsite IT support at 60 sites in 20 countries and need to know if we are over-staffed and how to source it.”

We aim to come back with matched experts within 24 to 72 hours.