Technician Billable Utilization
The percentage of a technician's available working hours logged against client work.
Formula
Client hours logged ÷ Available hours × 100
Why Track It
Utilization shows whether the team is sized to the work. Low utilization means payroll ahead of revenue; very high utilization means the next resignation is coming.
How It Is Measured
For each technician, divide hours logged against client tickets, agreements and projects by available hours (scheduled hours minus paid time off and holidays). Internal meetings, training and administrative time are non-billable. Report per technician and for the team. Source: PSA time entries, with available hours from the schedule or HRIS.
Constraints
Under flat-fee agreements billable time is not billed time, so high utilization on an underpriced agreement still loses money. Read it beside effective hourly rate.
Measurement Note
Bennett Financials puts average MSPs at 55% to 60%, good operators at 65% to 70%, top performers at 75% to 80%, and calls anything above 85% burnout risk. Adam Hannemann targets 6.5 billable hours a day, about 75% after time off.
Referenced In
Related KPIs
- Effective Hourly RateThe service revenue actually earned for each hour of technician labor delivered, across agreements, projects and hourly work.
- Employee Net Promoter Score (eNPS)The percentage of employees who would recommend the MSP as a place to work minus the percentage who would not.
- Employee Turnover RateThe percentage of employees who left the MSP over a year, voluntarily or not.
- Endpoints per TechnicianThe number of fully managed endpoints supported for each service technician, a measure of delivery capacity and staffing efficiency.
- Tickets Closed per Technician per DayThe average number of tickets each technician closes in a working day, reported by support tier.
Glossary and Answers
More in People
How productive, stable and engaged the team is. These numbers show whether the MSP has the right headcount and whether it is burning out the people who deliver the service.
- Employee Net Promoter Score (eNPS)Operations Manager
- Employee Turnover RateOperations Manager
- Service Multiple of WagesService Manager
- Service Revenue per EmployeeOwner