Endpoints per Technician
The number of fully managed endpoints supported for each service technician, a measure of delivery capacity and staffing efficiency.
Formula
Managed endpoints ÷ Service technician FTEs
Why Track It
It tells an owner when to hire and whether automation is paying off. Too few endpoints per technician means payroll is ahead of revenue, too many means service quality is about to slip.
How It Is Measured
Take managed endpoints on agreement at month end from the RMM or PSA agreement additions. Divide by service technicians in full-time equivalents, counting help desk and field technicians and excluding sales, admin and project-only engineers. Keep the definition of a managed endpoint fixed (workstations and servers, with or without mobile devices).
Constraints
Endpoint complexity varies widely, so a server-heavy client counts the same as a laptop. Read it beside SLA attainment and tickets per endpoint before acting on it.
Measurement Note
Acronis calls 350 fully managed endpoints per technician the gold standard, and Puredome describes 200 as a manageable workload. The right number depends heavily on tooling, automation and how complex the client environments are.
Referenced In
- How Many Endpoints Can One Technician Support?Answer
- PSA vs RMM: What Is the Difference?Answer
- What Does NOC Mean?Answer
- What Gross Margin Should I Target?Answer
- What Is an MSP?Answer
- What Should Technician Utilization Be?Answer
- When Should I Hire My First Technician?Answer
- Billable UtilizationGlossary Term
- eNPS (Employee Net Promoter Score)Glossary Term
- RMM (Remote Monitoring and Management)Glossary Term
Related KPIs
- Aged Ticket BacklogThe number of open tickets older than 30 days, and the open ticket load each technician carries.
- Tickets per Endpoint per MonthThe average number of reactive tickets each managed endpoint generates in a month, a measure of how noisy the managed estate is.
- SLA AttainmentThe share of tickets where the MSP met the response and resolution times promised in the client agreement.
- Technician Billable UtilizationThe percentage of a technician's available working hours logged against client work.
- Service Revenue per EmployeeAnnual service revenue divided by total headcount, a single measure of pricing, productivity and staffing combined.
Glossary and Answers
More in Service Delivery
Whether the MSP keeps its service promises and delivers projects and support at a sustainable labor cost. These numbers show where contracted commitments and technician capacity are drifting apart.
- Average Hands-On Time per TicketService Manager
- Project Gross MarginProject Manager
- SLA AttainmentService Manager
- Tickets Closed per Technician per DayService Desk Manager